Information technology, 20 metrics & KPI

by / Wednesday, 12 August 2015 / Published in Billet, KPI & Metrics

Before dashboard creation, it’s important to define metrics and key performance indicators (KPI). Which of them will you use into your dashboard? This choice depends on your function, your strategy and your market. Difference between metric and KPI is objective. A KPI is a metric with an objective, a status and one or more trend(s).

You can use these metrics and KPI for strategical, tactical or operational dashboard. Context and filter will define the level. Be sure to develop your dashboard according on your organizational strategy and with business team, information technology analysts and information technology managers.

There are others metrics and KPIs for information technology department. I’m listing some KPIs that I often implement for my clients.

Information Technology Metrics and KPI list

I propose to present 20 metrics and KPI for the information technology department:

  • Active directory performance index

  • Alert-to-ticket ratio

  • Average data center availability

  • Call center PBX availability

  • Campus PBX availability

  • Customer connection effectiveness

  • Data center capacity consumed

  • E-mail client availability

  • Exchange server availability

  • Incidents from change

  • No problem fund tickets

  • Priority 1 and priority 2 network incidents meeting SLA

  • Restore success rate

  • Server growth rate

  • Service desk time to escalate

  • Service desk time to resolve

  • Storage utility service availability

  • Storage utility utilization

  • Virtual server utility availability

  • Web server availability

To calculate these metrics and KPI you need to have access to your data: management system, payroll system, accounting system, IT support system.


20′ lists of Metrics & Kpis

 IT kpi HR kpi accounting kpi sales kpi marketing kpi management kpi

food service kpi construction kpi call Centers kpi transport kpi financial retail kpi mediakpi manufacturing kpi Health care kpi

finances kpi assurances finances indic kpi

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David-Marc Petit

David-Marc Petit

Président at DWBI Expert
David-Marc PETIT est le président de DWBI Expert Inc. Il cumule plus de 20 ans d’expérience dans des entreprises de toutes tailles et tous secteurs, sur trois continents, en tant qu’expert en intelligence d’affaires. Il a fait de sa mission la démocratisation de l’intelligence d’affaires (Business Intelligence) pour optimiser les revenus et la performance de ses clients.
David-Marc Petit
David-Marc Petit

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