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How to Introduce KPIs and Scorecards in IT Management

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Business Intelligence and Performance Management

Part of the book series: Advanced Information and Knowledge Processing ((AI&KP))

Abstract

IT management is based on continuously updated facts and uses scorecards and KPIs. However, the real life in IT organizations is different. On one hand data assets are wasted in traditional reports which are ignored by IT management, on the other hand scorecard introductions fail despite of powerful technologies. This chapter starts with a description of how management and scorecards are linked up against the background of control cycles and the principal agent model. It continues with the discussion of processes to build, use and continually improve scorecards. Finally it shows that the establishment of a scorecard based IT management will be successful only if appropriate processes are implemented, management behaviour is changed towards a culture of measurement and the usage of KPIs is driven by top management representatives.

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References

  1. Gladen, W.: Performance Measurement, 4th edn. Gabler, Wiesbaden (2008)

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  2. Kaplan, R.S., Norton, D.P.: Balanced Scorecard. Harvard Business Review Press, Boston (1996)

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  3. Kütz, M.: IT-Controlling für die Praxis. dpunkt, Heidelberg (2005)

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  4. Kütz, M.: Kennzahlen in der IT. dpunkt, Heidelberg (2011) (4th, revised and extended edition)

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Author information

Authors and Affiliations

  1. Fachbereich Informatik und Sprachen, Hochschule Anhalt, Lohmannstr. 23, 06366, Köthen, Germany

    Martin Kütz

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  1. Martin Kütz
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Correspondence to Martin Kütz .

Editor information

Editors and Affiliations

  1. Department of Computer Science, Georg Simon Ohm Univ. of Applied Science, Philipp-Kittler-Str. 18, Nuremberg, 90480, Germany

    Peter Rausch

  2. Department of Computer Science, Taif University, Makkah, Al-huwayah, Taif, PO888, Saudi Arabia

    Alaa F. Sheta

  3. Faculty of Technology, De Montfort University, The Gateway, Leicester, LE1 9BH, Leicestershire, United Kingdom

    Aladdin Ayesh

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© 2013 Springer-Verlag London

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Kütz, M. (2013). How to Introduce KPIs and Scorecards in IT Management. In: Rausch, P., Sheta, A., Ayesh, A. (eds) Business Intelligence and Performance Management. Advanced Information and Knowledge Processing. Springer, London. https://doi.org/10.1007/978-1-4471-4866-1_5

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  • DOI: https://doi.org/10.1007/978-1-4471-4866-1_5

  • Publisher Name: Springer, London

  • Print ISBN: 978-1-4471-4865-4

  • Online ISBN: 978-1-4471-4866-1

  • eBook Packages: Computer ScienceComputer Science (R0)

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