Gartner Research

Align ITSSM Automation and Self-Service Investments to Business Requirements Using a Balanced Scorecard

Published: 26 September 2014

ID: G00265869

Analyst(s): Tapati Bandopadhyay


I&O leaders are facing challenges in aligning investments in ITSSM automation and self-service to business value. We recommend linking initiatives to the four aspects of balanced scorecards to show the business impact.

Table Of Contents
  • Key Challenges



  • Use an Organizational BSC to Show Alignment With the Business Requirements of Your ITSSM Automation and Self-Service Investments
    • Sample Goals and Measures on Each Perspective in the BSC for ITSSM Automation and Self-Service Initiatives
  • Connect Specific Objectives for Each Targeted Strategic Goal Within the Four BSC Aspects
    • Financial Objectives
    • Customer Objectives
    • Internal Objectives
    • Learning- and Growth-Related Objectives
  • Appendix

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