Using a performance scorecard to keep track of an application maintenance outsourcing (AMO) provider's performance can help to ensure the AMO initiative goes as planned. The authors recently interviewed 10 IT professionals about their AMO initiatives, examined 11 service level agreements and performance scorecards, and distilled these into best practices for using AMO performance scorecards. This research note includes:
- A definition of a performance scorecard.
- Typical metrics included in AMO performance scorecards.
- Recommendations for how to use AMO performance scorecards.
A link to a customizable AMO performance scorecard template based on interviews with informed IT professionals.
