SLA & KPI Optimization and Balanced Scorecard Implementation

What is the difference between SLAs and a Balanced Scorecard?

An IT Balanced Scorecard is a strategic management tool used to align IT activities with business goals. It measures performance across multiple dimensions such as Customer Satisfaction, Value, Innovation, Financial Impact—not just operational metrics. It provides a holistic view of IT’s value to the organization.

In contrast, SLAs (Service Level Agreements) are contractual commitments that define specific, measurable performance targets (e.g., response times, system uptime) for IT services. SLAs are typically tactical and operational, focused on day-to-day service delivery rather than broader strategic outcomes. These measures are provider specific and reflect performance of services of which an individual provider can be held solely accountable.

SLA & KPI Optimization:

Step 1 - Complementary Assessment: We will work with leadership to perform an assessment of the current measures, practices, skills and performance to targets. Upon review and agreement of targeted outcomes, we will create a summary of our findings and create recommendations and a roadmap for remediation efforts.

Step 2 - Project Initiation: A working group will be formed with representatives from all impacted areas and a kickoff session will be held outlining the outcomes identified by leadership. The group will jointly create a roadmap which outlines quantifiable outcomes to be delivered at 30-60-90 day milestones. Each group will identify dependencies and additional resources required to commit to the outcomes.

Step 3 - Execution: The working group will meet weekly to review progress against outcomes, issues and risks and identify items for management attention. Additional support will be provided as needed on an ongoing basis.

Step 4 - Turn Over: Once the execution of the roadmap is underway and the working group is comfortable that they can continue the effort, we will move to a support position and consult with the team on an as required basis.

Balanced Scorecard Creation:

Step 1 - Strategic Vision: We will work with leadership to define the dimensions to be included within the scorecard, such as: Customer Satisfaction, Value & Innovation, Service Delivery, Financial. A group of executive sponsors and working group will be identified and included in communications.

Step 2 - Project Initiation: The working group will propose measures / indicators for each dimension for review and approval of the executive sponsors. Once approved, the working group will identify the method of quantification and the current performance measure. Targets for outcomes will be proposed to be delivered at short - medium - long term intervals. Upon agreement from the executive sponsors, reporting mechanisms will be established and initiatives that support each objective will be planned and launched.

Step 3 - Execution: The working group will meet weekly to review progress against outcomes, issues and risks and identify items for management attention. Additional support will be provided as needed on an ongoing basis.

Step 4 - Turn Over: Once the execution of the roadmap is underway and the working group is comfortable that they can continue the effort, we will move to a support position and consult with the team on an as required basis.

To learn more or to schedule an introductory assessment, please reach out to us, .....