This paper deals with the IT Service Management Framework ITIL and the businessperformance measurement method Balanced Scorecard and its IT equivalent, the ITBalanced Scorecard. The Balanced Scorecard aggregates low level measures, whichare called KPIs. Usually there are relations between these measures, which arecalled cause-and-effect relationships. This paper tries to find out what featurescurrent software implementations of the Balanced Scorecard and of the IT Balancedscorecard offer, especially in regards to cause-and-effect relationships.
ITIL, Performance measurement, Key Performance Indicator (KPI),Balanced Scorecard (BSC), IT Balanced Scorecard (IT BSC), IT Management, ITService Management, IT Governance