Continual Service Improvement Using Balanced Scorecard
In this paper, the authors explained perspectives of Balanced Scorecard and how they can be used to align Service Operation as the part of IT Service Lifecycle with business strategy in a service provider company. An organization framework based on Balanced Scorecard is presented. Objectives and indicators that are linked to the Service Operation processes and functions are identified and they are mapped to the particular performance key indicators and performance management process. The final result is identification of quantitative approach for identification of possible loss caused by poor performance of service management and understanding of complex interdependency between IT services and business processes.