Dimension
Internal
Goal
Metric
Efficiently optimizing the
resources of IT
-Productivity measurement
Streamline IT processes and
consistency within systems
-Service time
-Satisfaction of IT managers and business
managers
-Service uptime
-Consistency of employee processes and
employee output while using systems
Customer
Meeting deadlines and efficient
quality of work
-Monitoring project progress
Ensure that customers are entirely
satisfied
-Customer problem resolution time and
efficiency in resolving issues
-Customer understanding of products and
technology used within them
-Customer satisfactory ratings for each
individual unit of business
Delivery of It services
-Number of reported incidents by customers
relating to IT
-Amount of time and business hours effected
and used inefficiently due to IT related
problems
-End user and stakeholder approval
Financial
Commitment of executive
management
-IT participating and being included in board
meetings
-Number of executive managers who deem an
interest in IT goals and align them with those
of the business
-
In accordance with IT costs
-Reduce reliance on consultants
-Analyze and maintain correct budget
Aligning IT and business strategy
-Satisfying stakeholders with business strategy
and enabling IT to properly benefit it
-Amount of IT goals directly aligned with
critical business goals
Growth
Employee awareness
-Degree of understanding and compliance with
overall objectives both in IT and in business
and how they align with each other
-Employees are aware of specific roles and
responsibilities within the company
Employee satisfaction
-The roles and responsibilities within IT are
clearly defined
-Rate of employee turnover
-Number of satisfied employees