CGEIT · Question #481
Which of the following is MOST important to include in the customer dimension of an IT balanced scorecard?
The correct answer is B. Stakeholder satisfaction. The most important metric to include in the customer dimension of an IT balanced scorecard is stakeholder satisfaction, as it reflects how IT's services are perceived by its users.
Question
Which of the following is MOST important to include in the customer dimension of an IT balanced scorecard?
Options
- ABusiness value creation
- BStakeholder satisfaction
- CMaintenance of IT operations
- DSupport for corporate customers
How the community answered
(46 responses)- A2% (1)
- B89% (41)
- C2% (1)
- D7% (3)
Why each option
The most important metric to include in the customer dimension of an IT balanced scorecard is stakeholder satisfaction, as it reflects how IT's services are perceived by its users.
Business value creation is typically a measure within the financial or business perspective of a balanced scorecard, focusing on the outcomes and returns on IT investments.
The customer dimension of an IT balanced scorecard focuses on how well IT is meeting the needs and expectations of its users and beneficiaries, making stakeholder satisfaction the most direct and crucial measure of IT's service delivery effectiveness from the customer's perspective.
Maintenance of IT operations falls under the internal process dimension, which assesses the efficiency and effectiveness of IT processes.
While 'support for corporate customers' is a component, 'stakeholder satisfaction' is a broader and more encompassing term that includes all internal and external users and beneficiaries of IT services.
Concept tested: IT balanced scorecard dimensions, customer perspective
Source: https://learn.microsoft.com/en-us/training/modules/itil-service-management-principles/3-value
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