Which of the following is MOST important to include in the customer dimension of an IT balanced scorecard?

The customer dimension of the IT Balanced Scorecard (IT BSC) is designed to measure the perception and satisfaction of the business with IT services. This perspective answers the question, "How do our business users view the IT department?" Therefore, measuring stakeholder satisfaction is the most direct and crucial element of this dimension. It captures the business's evaluation of IT's contribution, service quality, and partnership, which is the fundamental purpose of the customer perspective within the IT BSC framework.

A. Business value creation: This is the overarching objective of the entire IT BSC, resulting from success across all four dimensions, not a specific metric for the customer dimension alone.

C. Maintenance of IT operations: This is an internal-facing metric that belongs to the 'Internal Process' dimension, which focuses on the operational excellence required to deliver services.

D. Support for corporate customers: This is too narrow. The customer dimension encompasses all key business stakeholders (users, management), not just one segment, and "satisfaction" is the outcome metric, not the activity of "support."

1. ISACA. (2020). CGEIT Review Manual

8th Edition. Domain 4: IT Resource Optimization. Section 4.4

"Monitoring and Reporting

" discusses performance measurement frameworks. The IT Balanced Scorecard's customer perspective is defined by how the business (the customer) views IT

with user satisfaction being a primary indicator.

2. Van Grembergen

W.

& De Haes

S. (2009). Enterprise Governance of Information Technology: Achieving Alignment and Value

Featuring COBIT 5. Springer. In Chapter 5

"IT Performance Management

" the customer perspective of the IT BSC is described as capturing "the evaluation of the IT department by its 'customers' (i.e. the business users and business management)." A core measure listed for this perspective is "user satisfaction with IT services." (p. 128).

3. ISACA. (2018). COBIT 2019 Framework: Governance and Management Objectives. The performance management section details a goals cascade. For example

Alignment Goal 07 (AG07)

"Delivery of IT services in line with business requirements

" is measured by metrics such as "Percent of business stakeholders satisfied that IT service delivery meets agreed-upon service levels." This directly links stakeholder satisfaction to IT performance from a business perspective.