Gartner Research

How to Assess ITIL Effectiveness With a Balanced Scorecard Strategy Map

Published: 12 August 2011

ID: G00214662

Analyst(s): Tapati Bandopadhyay, Patricia Adams


Assessing the effectiveness of ITIL to improve the business value of IT services has posed significant challenges to many IT operations leaders. Use the balanced scorecard strategy map framework and answer the questions in this research to evaluate the impact of your ITIL initiatives.

Table Of Contents
  • Overview


  • Assessment of Business Impact of ITIL-ITSM Initiatives Using BSC Strategy Maps
    • Financial Perspective
    • Customer Perspective
    • Internal Perspective
    • Learning and Growth Perspective
  • Bottom Line

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