The old, safe, and stable transaction-oriented systems view of IT is dead. Empowered customers, coupled with
increasing economic, product, and market change, force organizations to become customer-focused, outcome-oriented
business partners who must think about technology systems as business drivers and revenue catalysts.
In July 2013, the Technology Business Management Council (TBM Council)
commissioned Forrester Consulting to evaluate the impact of current business
imperatives on the metrics that CIOs use to convey the performance and contribution
of technology to business goals. The goal of the engagement was to produce a proposed
suite of metrics that would serve as a starting point for traditional IT organizations
looking to better reflect their role in their organization's success.
Forrester developed a hypothesis and proposed a four-domain BT value scorecard based on its research in the area of
CIO dashboards. Forrester then conducted in-depth interviews with 19 C-level business and IT executives to test this
hypothesis and to gather opinions on proposed metrics. Technology leaders were asked to identify KPIs they currently
use and how they would change them, while business leaders were asked to identify KPIs that would most benefit them
in making business decisions and understanding technology contributions to business outcomes. Adjustments were
made to the initial model, and specific KPIs were added and changed based on the interviews. The final results were
validated by looking at the technology and business priorities from Forrester?s Business Decision-Maker (BDM) and IT
Decision-Maker (ITDM) surveys.
Forrester found that an optimal BT value scorecard would span four areas - health, delivery, outcome, and agility.
These domains convey the best blend of information so that business leaders truly understand the role and contribution
of technology in their business.
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