{"id":148046,"date":"2023-04-26T15:56:09","date_gmt":"2023-04-26T18:56:09","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/it-balanced-scorecard-bsc-and-its-4-perspectives\/"},"modified":"2025-12-16T14:38:49","modified_gmt":"2025-12-16T17:38:49","slug":"it-balanced-scorecard-bsc-and-its-4-perspectives","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/it-balanced-scorecard-bsc-and-its-4-perspectives\/","title":{"rendered":"IT Balanced Scorecard &#8211; BSC and its 4 perspectives"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The BSC is divided into dimensions and for each dimension, there are respective business objectives. You may be wondering, &#8220;if we&#8217;re talking about IT, how will measurements be made using business indicators?&#8221; Well, the concept of Balanced Scorecard is the same for IT BSC, with the same perspectives and model.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Just like there is a BSC containing business objectives, the IT Balanced Scorecard &#8211; BSC also aims to demonstrate objectives. However, although they are the same, the objectives are related to information and technology.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Thus, the IT BSC must have a breakdown, that is, it must work in the form of a cascade. While dealing with strategic indicators, there must be tactical and operational indicators that support it. Therefore, imagine an IT director formally receiving a complaint from their clients, informing that one of their established indicators in the BSC is being harmed.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">After an analysis, it may be detected that the responsible one is an operational indicator. Thus, the director asks their team to evaluate IT indicators and realizes that the indicator is indeed below expectations, with a direct impact on the results of the IT BSC.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To take advantage of the IT Balanced Scorecard as a <a href=\"https:\/\/itsmhouse.com\/the-real-value-of-it-service-management\/\">management<\/a> and alignment instrument, the &#8220;cause and effect&#8221; relationship between these two parameters must be reinforced:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Result of measures (outcome indicators);<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Performance drivers (leadership indicators).<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Because a well-developed scorecard must have a good mix of these two parameters.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">The BSC is based on four perspectives that reflect the business vision and strategy:<\/span><\/h2>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Financial;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customers;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Internal processes;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Learning and growth.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">In each of these four dimensions, there are three layers:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Mission &#8211; for example: becoming a preferred supplier to the customer;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Objectives &#8211; for example: providing customers with new products;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Measures &#8211; for example: the percentage of turnover generated by the new product.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Thus, measuring and managing IT performance should provide answers to the following questions:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If I spend additional funds on IT, how do I recover them?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How am I ranked in relation to the competition?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What should I do to fulfill the promise of IT?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What did I learn from a past experience to improve my company?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Is my IT implementation a strategy according to the company&#8217;s strategy?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">A measurement framework for the IT BSC will depend on more tactical and operational indicators, which will feed the above <a href=\"https:\/\/www.axelos.com\/resource-hub\/blog\/itil-4-strategist-dpi-cascading-goals\">goals<\/a>. That is, the goals of the BSC.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It is not useful to develop an IT BSC without the existence of strategic objectives, or even the company&#8217;s BSC. Since one should point to the other, that is, to meet the company&#8217;s goals, IT goals must also be met.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The BSC is divided into dimensions and for each dimension, there are respective business objectives. You may be wondering, &#8220;if we&#8217;re talking about IT, how will measurements be made using business indicators?&#8221; Well, the concept of Balanced Scorecard is the same for IT BSC, with the same perspectives and model. Just like there is a [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148047,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9438,9433],"tags":[9856,9857,9858,9859,9679,9860,9861,9862,9863,9864,9865],"class_list":["post-148046","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-t-itsmf","category-tutorials","tag-alignment","tag-alinhamento","tag-balanced-scorecard-2","tag-bsc-de-ti","tag-business-objectives","tag-gestao","tag-indicadores","tag-indicators","tag-it-bsc","tag-management","tag-objetivos-empresariais"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>IT Balanced Scorecard - BSC and its 4 perspectives - PMG Academy<\/title>\n<meta name=\"description\" content=\"Learn how IT BSC works and its relationship with business objectives and indicators, and how it can be used as a management tool.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/it-balanced-scorecard-bsc-and-its-4-perspectives\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IT Balanced Scorecard - BSC and its 4 perspectives\" \/>\n<meta property=\"og:description\" content=\"Learn how IT BSC works and its relationship with business objectives and indicators, and how it can be used as a management tool.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sandbox2.institutopmg.com\/en\/it-balanced-scorecard-bsc-and-its-4-perspectives\/\" \/>\n<meta property=\"og:site_name\" content=\"PMG Academy\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/PMG.Academy.Brasil\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/adriano.martinsantonio\" \/>\n<meta property=\"article:published_time\" content=\"2023-04-26T18:56:09+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-16T17:38:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/image_2023-03-28_144616882.png\" \/>\n\t<meta property=\"og:image:width\" content=\"720\" \/>\n\t<meta property=\"og:image:height\" content=\"480\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Adriano Martins Antonio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adriano Martins Antonio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/it-balanced-scorecard-bsc-and-its-4-perspectives\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/it-balanced-scorecard-bsc-and-its-4-perspectives\/\"},\"author\":{\"name\":\"Adriano Martins Antonio\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7\"},\"headline\":\"IT Balanced Scorecard &#8211; 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