Finding Balanced Scorecards for Business Driven IT Service Portfolio Management: A Literature Review
Pages 63 - 78
Abstract
During the last decades information technology IT management has changed. Starting from being a costly and rare resource, IT has evolved into a vital enabler for almost any kind of business today. This development demands for highly flexible management concepts allowing the business to actively control and govern IT performance. A widely used approach for multi-dimensional performance measurement in the context of IT management is the Balanced Scorecard BSC. The authors aim at investigating the state of the art of IT BSC use through a comprehensive literature analysis. They also evaluate the adaptability of the different types of this concept to the most recent developments in IT management.
References
[1]
Abran, A., & Buglione, L. (2003). A multidimensional performance model for consolidating balanced scorecards. Advances in Engineering Software, 34, 339-349.
[2]
Asosheh, A., Nalchigar, S., & Jamporazmey, M. (2010). Information technology project evaluation: An integrated data envelopment analysis and balanced scorecard approach. Expert Systems with Applications, 37, 5931-5938. eswa.2010.02.012.
[3]
Atkinson, M. (2004). Measuring the performance of the IT function in the UK health service using a balanced scorecard approach. Electronic Journal of Information Systems Evaluation, 7, 1-10.
[4]
Bartolini, C. (2009). Business-driven IT management (Unpublished doctoral dissertation). University of Ferrara, Ferrara, Italy.
[5]
Cartlidge, A., Hanna, A., Rudd, C., Macfarlane, I., Windebank, J., & Rance, S. (2007). An introductory overview of ITIL® V3. London, UK: itSMF.
[6]
Chand, D., Hachey, G., Hunton, J., Owhoso, V., & Vasudevan, S. (2005). A balanced scorecard based framework for assessing the strategic impacts of ERP systems. Computers in Industry, 56, 558-572.
[7]
Cooper, H. (1988). Organizing knowledge syntheses: A taxonomy of literature reviews. Knowledge, Technology & Policy, 1, 104-126.
[8]
Corporate Executive Board. (2003). IT balanced scorecards end to end performance measurement for the corporate IT function (No. CIO1L9VDH). Washington, DC: Working Council for Chief Information Officers.
[9]
Cram, A. (2007). The IT balanced scorecard revisited. Information Systems Control Journal, 3, 1-5.
[10]
Durraui, T. S., Forbes, S. M., & Carrie, A. S. (2000). Extending the balanced scorecard for technology strategy development. In Proceedings of the Engineering Management Society, Albuquerque, NM (pp. 120-125).
[11]
Eickelmann, N. (2001). Integrating the balanced scorecard and software measurement frameworks. In Grembergen, W. V. (Ed.), Information technology evaluation methods and management (pp. 240-252). Hershey, PA: Idea Group. 878289-90-2.ch016.
[12]
Erek, K. (2011). From green IT to sustainable information systems management: Managing and measuring sustainability in IT organizations. In Proceedings of the European, Mediterranean & Middle Eastern Conference on Information Systems, Athens, Greece (pp. 1-16).
[13]
Ferguson, P., Leman, G., Perini, P., Renner, S., & Seshagiri, G. (1999). Software process improvement works! (Tech. Rep. No. CMU/SEI-99-TR-027). Pittsburgh, PA: Carnegie Mellon University Software Engineering Institute.
[14]
Graeser, V., Pisanias, N., & Willcocks, L. P. (1998). Developing the IT scorecard. London, UK: Business Intelligence.
[15]
Györy, A., Uebernickel, F. & Brenner, W. (2012). Finding the right balanced scorecard for business-driven IT management: A literature review. Hawaii International Conference on System Sciences, (pp. 5023-5032).
[16]
Hagood, W. O., & Friedman, L. (2002). Using the balanced scorecard to measure the performance of your HR information system. Public Personnel Management, 31, 543-557.
[17]
Hu, Q., & Huang, C. D. (2005). Aligning IT with firm business strategies using the balance scorecard system. In Proceedings of the Hawaii International Conference on System Sciences, Waikoloa, HI.
[18]
Huang, C. D., & Hu, Q. (2004). Integrating Web services with competitive strategies: A balanced scorecard approach. Communications of the Association for Information Systems, 13, 57-80.
[19]
Ibáñez, M. (1998). Balanced IT scorecard description version 1.0 (No. ESI-1998-TR-012). Zamudio, Spain: European Software Institute.
[20]
International Organization for Standardization (ISO). (2005). International standard ISO/IEC 20000-1 - information technology service management (1st ed.). Geneva, Switzerland: Author.
[21]
Jain, R. P., Benbunan-Fich, R., & Mohan, K. (2010). Assessing green IT initiatives using the balanced scorecard. IT Professional, 13, 26-32.
[22]
Kaplan, R. S., & Norton, D. (1992). The balanced scorecard: Measures that drive performance. Harvard Business Review, 70, 70-79.
[23]
Kaplan, R. S., & Norton, D. (1993). Putting the balanced scorecard to work. Harvard Business Review, 71, 134-142.
[24]
Kaplan, R. S., & Norton, D. (1996a). The balanced scorecard: Translating strategy into action. New York, NY: McGraw-Hill.
[25]
Kaplan, R. S., & Norton, D. (1996b). Using the balanced scorecard as a strategic management system. Harvard Business Review, 74, 75-85.
[26]
Kasiri, N., Sharda, R., & Hardgrave, B. (2011). A balanced scorecard for item-level RFID in the retail sector: A Delphi study. European Journal of Information Systems, 13.
[27]
Keyes, J. (2005). Implementing the IT balanced scorecard, aligning it with corporate strategy. Boca Raton, FL: Auerbach.
[28]
Lee, A. H. I., Chen, W.-C., & Chang, C.-J. (2008). A fuzzy AHP and BSC approach for evaluating performance of IT department in the manufacturing industry in Taiwan. Expert Systems with Applications, 34, 96-107.
[29]
Levy, Y., & Ellis, T. J. (2006). A systems approach to conduct an effective literature review in support of information systems research. Informing Science Journal, 9, 181-212.
[30]
Lewis, E. (2000). Building business-based service levels for IT outsourcing contracts: The measure to manage (M2P) performance measurement system. In Proceedings of the European Conference on Information Systems, Vienna, Austria (pp. 429-436).
[31]
Machiraju, V., Bartolini, C., & Casati, F. (2005). Technologies for business-driven information technology management. In L. Cavedon, Z. Maamar, D. Martin, & B. Benatallah (Eds.), Extending Web services technologies: The use of multi-agent approaches (pp. 1-28). New York, NY: Springer Science+Business Media.
[32]
Mair, S. (2002). A balanced scorecard for a small software group. IEEE Software, 19, 21-27.
[33]
Maltz, A. C., Shenhar, A. J., & Reilly, R. R. (2003). Beyond the balanced scorecard: Refining the search for organizational success measures. Long Range Planning, 36, 187-204. 6301(02)00165-6.
[34]
Martinsons, M., Davison, R., & Tse, D. (1999). The balanced scorecard: A foundation for the strategic management of information systems. Decision Support Systems, 25, 71-88. 9236(98)00086-4.
[35]
Meyerson, B. (2001). Using a balanced scorecard framework to leverage the value delivered by IS. In Grembergen, W. V. (Ed.), Information technology evaluation methods and management (pp. 212-230). Hershey, PA: Idea Group. 878289-90-2.ch014.
[36]
Milis, K., & Mercken, R. (2004). The use of the balanced scorecard for the evaluation of information and communication technology projects. International Journal of Project Management, 22, 87-97.
[37]
Office of Government Commerce. (2007). ITIL V3, Service Strategy. London, UK: Author.
[38]
Pelzer, U., Schwaner, I., Stieler, J., Adler, M., Seraphin, J., & Dörken, B. (2011). Best supportive care (BSC) versus oxaliplatin, folinic acid and 5-fluorouracil (OFF) plus BSC in patients for second-line advanced pancreatic cancer: A phase III-study from the German CONKO-study group. European Journal of Cancer, 47, 1676-1681. ejca.2011.04.011.
[39]
Rosemann, M. (2001). Evaluating the management of enterprise systems with the balanced scorecard. In Van Grembergen, W. (Ed.), Information technology evaluation methods and management (pp. 171-184). Hershey, PA: Idea Group. 878289-90-2.ch011.
[40]
Rosemann, M., & Wiese, J. (1999). Measuring the performance of ERP software - a balanced scorecard approach. In Proceedings of the Australasian Conference on Information Systems, Wellington, Australia (pp. 773-784).
[41]
Saull, R. (2000). The IT balanced scorecard - A roadmap to effective governance of a shared services IT organization. Information Systems Control Journal, 2, 31-38.
[42]
Sauvé, J., Moura, A., Sampaio, M., João, J., & Radziuk, E. (2006). An introductory overview and survey of business-driven IT management. In Proceedings of the International Workshop on Business-driven IT Management (pp. 1-10).
[43]
Sedera, D., Gable, G., & Rosemann, M. (2001). A balanced scorecard approach to enterprise systems performance measurement. In Proceedings of the Australasian Conference on Information Systems, Coffs Harbour, Australia (pp. 573-584).
[44]
Simon, S. J. (2005). Balanced scorecard: A tool to improve IS department planning and evaluation. Journal of Information Technology Case and Application Research, 7, 1-23.
[45]
Son, S., Weitzel, T., & Laurent, F. (2005). Designing a process-oriented framework for IT performance management systems. The Electronic Journal Information Systems Evaluation, 8, 219-228.
[46]
Stewart, R. A., & Mohamed, S. (2001). Utilizing the balanced scorecard for IT/IS performance evaluation in construction. Journal of Construction Innovation, 3, 147-163.
[47]
Stewart, R. A., & Mohamed, S. (2003). Evaluating the value IT adds to the process of project information management in construction. Automation in Construction, 12, 407-417. 5805(03)00006-2.
[48]
Van der Zee, J. T. M., & Jong, B. D. (1999). Alignment is not enough: Integrating business and information technology management with the balanced business scorecard. Journal of Management Information Systems, 16, 137-156.
[49]
Van Grembergen, W. (2000). The balanced scorecard and IT governance. Information Systems Control Journal, 2, 40-43.
[50]
Van Grembergen, W. (2003). Using COBIT and the balanced scorecard as instruments for service level management. Information Systems Control Journal, 2003(4).
[51]
Van Grembergen, W., & Amelinckx, I. (2002). Measuring and managing e-business projects through the balanced scorecard. In Proceedings of the Hawaii International Conference on System Sciences (pp. 152-168).
[52]
Van Grembergen, W., & Haes, S. D. (2005). Measuring and improving IT governance through the balanced scorecard. Information Systems Control Journal, 2, 1-8.
[53]
Van Grembergen, W., & Saull, R. (2001a). Aligning business and information technology through the balanced scorecard at a major Canadian financial group: Its status measured with an IT BSC maturity model. In Proceedings of the Hawaii International Conference on System Sciences, Wailea, HI (pp. 1-10).
[54]
Van Grembergen, W., & Saull, R. (2001b). Information technology governance through the balanced scorecard. In Van Grembergen, W. (Ed.), Information technology evaluation methods and management (pp. 199-211). Hershey, PA: Idea Group.
[55]
Van Grembergen, W., Saull, R., & Haes, S. D. (2004). Linking the IT balanced scorecard to the business objectives at a major Canadian financial group. In Van Grembergen, W. (Ed.), Strategies for information technology governance (pp. 129-151). Hershey, PA: Idea Group.
[56]
Van Grembergen, W., & Timmerman, D. (1998). Monitoring the IT process through the balanced score card. In Proceedings of the Information Resources Management International Conference, Boston, MA (pp. 105-116).
[57]
Van Grembergen, W., & Van Bruggen, R. (1997). Measuring and improving corporate information technology through the balanced scorecard technique. In Proceedings of the European Conference on the Evaluation of Information Technology, Delft, The Netherlands (pp. 163-171).
[58]
vom Brocke, J., Simons, A., Niehaves, B., Riemer, K., Cleven, A., & Plattfaut, R. (2009). Reconstructing the giant: On the importance of rigour in documenting the literature search process. In Proceedings of the European Conference on Information Systems, Verona, Italy (pp. 2206-2217).
[59]
Webster, J., & Watson, R. T. (2002). Analyzing the past to prepare for the future: Writing a literature review. Management Information Systems Quarterly, 26, xiii-xxiii.
[60]
Winniford, M., Conger, S., & Erickson-Harris, L. (2009). Confusion in the ranks: IT service management practice and terminology. Information Systems Management, 26, 153-163.
Recommendations
Aligning Business and Information Technology through the Balanced Scorecard at a Major Canadian Financial Group: It's Status Measured with an IT BSC Maturity Model
HICSS '01: Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 8 - Volume 8Fostering a High-Performance Culture in Offshore Software Engineering Teams Using Balanced Scorecards and Project Scorecards
ICGSE '11: Proceedings of the 2011 IEEE Sixth International Conference on Global Software EngineeringIndia is a preferred location for global software development. To be successful in India over the long run, captive units of multinational corporations (MNCs) need to overcome several challenges. For example, they must be able to attract and retain ...
Finding the Right Balanced Scorecard for Business-Driven IT Management: A Literature Review
HICSS '12: Proceedings of the 2012 45th Hawaii International Conference on System SciencesDuring the last decades information technology (IT) management has changed significantly. Starting from being a costly and rare resource in its very beginnings IT has evolved into a vital enabler for almost any kind of business today. This development ...
Comments
Information & Contributors
Information
Published In
Publisher
IGI Global
United States
Publication History
Published: 01 January 2012
Author Tags
Qualifiers
- Article
Contributors
Other Metrics
Bibliometrics & Citations
Bibliometrics
Article Metrics
- 0Total Citations
- 0Total Downloads
- Downloads (Last 12 months)0
- Downloads (Last 6 weeks)0
Reflects downloads up to 12 Nov 2024
Other Metrics
Citations
Cited By
View allView Options
View options
Get Access
Login options
Check if you have access through your login credentials or your institution to get full access on this article.
Sign in