Objective 6.1 - Balanced Scorecard

Question 1

Used to define measurements and metrics and is used as a framework for planning and management

Answer 1

Balanced Scorecard

Question 2

Balanced Scorecard:
Recognizes the importance of customer experience and customer satisfaction

Answer 2

Customer Perspective
*Customer is a generic term and is more closely related to the term Consumer in ITIL 4

Question 3

Balanced Scorecard:
Focuses on the traditional management of finances that every organization should include within their scorecard

Answer 3

Financial Perspective

Question 4

Balanced Scorecard:
Helps to understand the health of the organization’s internal workings and business processes

Answer 4

Internal Perspective (business processes)

Question 5

Balanced Scorecard:
Closely linked to your continual improvement ability, learning, and growth

Answer 5

Innovation Perspective

Question 6

Balanced Scorecard:
You should have at least one ___________ in each of the four perspectives

Answer 6

Objective

Question 7

Balanced Scorecard:
You should have at least one __________ and ___________ under your objective in each of the four perspectives.

Answer 7

Indicator, Metric