Information technology, 20 metrics & KPI
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
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.
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