continual service improvement using balanced scorecard

Authors:
Dzenana Donko;Ismet Traljic
Affiliations:
Faculty of Electrical Engineering, University of Sarajevo, Sarajevo, Bosnia, Hezegovina;Faculty of Electrical Engineering, University of Sarajevo, Sarajevo, Bosnia, Hezegovina
Venue:
TELE-INFO'09 Proceedings of the 8th Wseas international conference on Telecommunications and informatics
Year:
2009

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Abstract

This paper studied 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.