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Colloquium Speakers and Presentations |
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| Using Balanced Scorecard for ITSM |
Madhusoodhan Madaswamy, Head, Pre-sales and C. L. N Prabhu, Six Sigma Consultant
Satyam Computer Services |
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The use of metrics is an indispensable element of a successful ITSM deployment. Metrics offer a systematic approach for managing IT functions and ensure process control. However, the mere availability of metrics does not ensure the success. Any organization that is serious about implementing ITSM successfully and drive Continual Service Improvement should pay enough attention to align process measures with strategic goals. Organizations that have successfully deployed ITSM use the Balanced Scorecard (BSC) framework to ensure that the processes deliver the required outcomes and remain efficient and effective. With the usage of BSC approach the implementation of ITSM could be made simple and successful.
In this paper, the author will share their experience of adopting balanced scorecard approach for building a Performance Management system for an ongoing ITSM deployment, in a large global Energy Integrator based in US. |
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Madhu comes with over 17 years of rich experience in IT, Services and Manufacturing industry in areas of Process consulting, Software Testing, Six Sigma and Business development. He is a Six Sigma Black belt from ASQ and a trained Master Black Belt. He is a graduate Mechanical Engineer and an MBA.
C L N Prabhu is a Certified PMP with diverse experience in Production Planning and Quality in IT/ITES and Manufacturing domains. He is a Six Sigma and Balanced Scorecard Expert with added credentials on “Lean". He has published and presented papers on IT-Performance Management, IT-BSC, Lean and Six Sigma in various forums and conferences. He is a Six Sigma Black belt from ASQ and a Master Black Belt trained candidate from Indian Statistical Institute. |
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