Максим Тамбиев, Региональный директор forrester research
TRANSCRIPT
К
М ,
, 2015
© 2015 Forrester Research, Inc. Reproduction Prohibited 3
х ч -
- х , ч щ х
© 2015 Forrester Research, Inc. Reproduction Prohibited 4
,
х
© 2015 Forrester Research, Inc. Reproduction Prohibited 5
Turn big data into business
insights
Transform the customer experience
Accelerate your digital business
Э х
Embrace the mobile mind shift
Г ч х
© 2015 Forrester Research, Inc. Reproduction Prohibited 6
The challenge of creating valuable cloud metrics
› Tech management is often not entirely sure how performance is regarded by the business.
› Organizations commonly view metrics as an output in their own right
› Technology management organizations often have too many metrics
› Tech managers often overlook the behavioral aspects of metrics
© 2015 Forrester Research, Inc. Reproduction Prohibited 7
Develop and report objectives and metrics effectively
1) Identify the customer;
2) get in front of the metrics challenge early;
3) create multiple scorecards;
4) use the BSC methodology for a 360 view of cloud success;
5) choose the right number of metrics
© 2015 Forrester Research, Inc. Reproduction Prohibited 8
Defining objectives and representing four perspectives
© 2015 Forrester Research, Inc. Reproduction Prohibited 9
Evolution of the balanced scorecard methodology
© 2015 Forrester Research, Inc. Reproduction Prohibited 10
The four perspectives adapted for cloud computing
© 2015 Forrester Research, Inc. Reproduction Prohibited 11
The service perspective: improve internal and external customer satisfaction