Measuring IT service performance - A balanced scorecard approach
Tran , Hien (2013)
Tran , Hien
Laurea-ammattikorkeakoulu
2013
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201402242611
https://urn.fi/URN:NBN:fi:amk-201402242611
Tiivistelmä
The study, in form of a product-oriented thesis, aimed to provide company X, particularly in service desk area, with a tailored package including a service evaluation performance platform and an implementation plan. An additional research, whose type was case embedded, was conducted to gain the insight of how the measurement system performs in practice and to encourage the company’s involvement. The balanced scorecard measurement platform was the combination of the original author’s design and the company’s suggestion. It was designed using Microsoft Excel, which was easy and convenient to use. And the implementation plan was presented as a part of the report.
The theoretical framework comprised three aspects: introducing the IT service business which relates to ITIL knowledge base, highlighting the benefits of creating a measurement system, and designing the balanced scorecard for evaluation. The literature review aimed to build a robust base for the platform and the implementation plan. Additionally, semi-structured questionnaires and in-depth interviews with two experts in the field were carried to obtain the reliability and validity of the analyzed information.
The findings reveal that this system of service performance evaluation is considerably applicable in the case company thanks to its simplicity and manageability. However, in order to generalize the platform, it required more of management’s commitment, company’s research and investment. Based on the fundamentals of creating the evaluation document, the platform can be updated to adapt to the company’s changes in goals and strategies.
The theoretical framework comprised three aspects: introducing the IT service business which relates to ITIL knowledge base, highlighting the benefits of creating a measurement system, and designing the balanced scorecard for evaluation. The literature review aimed to build a robust base for the platform and the implementation plan. Additionally, semi-structured questionnaires and in-depth interviews with two experts in the field were carried to obtain the reliability and validity of the analyzed information.
The findings reveal that this system of service performance evaluation is considerably applicable in the case company thanks to its simplicity and manageability. However, in order to generalize the platform, it required more of management’s commitment, company’s research and investment. Based on the fundamentals of creating the evaluation document, the platform can be updated to adapt to the company’s changes in goals and strategies.