Information Technology KPIs - Spider Strategies

Information Technology KPIs

We’ve assembled a collection of sample Key Performance Indicators for you to use as a starting point when building scorecards. These sample KPIs reflect common metrics for both departments and industries.

Ornament pattern
Ornament pattern

Example KPIs for Information Technology

  • Account create success
  • Account termination success
  • 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
  • Email client availability
  • Exchange server availability
  • Incidents from change
  • Internet proxy performance
  • Network availability - High availability sites
  • Network availability - Standard sites
  • Network manageability index
  • No problem found/duplicate tickets
  • Percentage of branch office backup success
  • Percentage of circuits exceeding target utilization
  • Percentage of IT managed servers patched at deadline
  • Percentage of production servers meeting software configuration standards
  • Percentage of security update restarts within maintenance window
  • Percentage successful remote access server (RAS) connections
  • Phone answer service level
  • Priority 1 and priority 2 network incidents meeting SLA
  • Product adoption status and compliance
  • Restore success rate
  • Server growth rate
  • Server manageability index
  • Service desk client satisfaction - Percentage dissatisfied
  • Service desk tier 1 resolution rate
  • Service desk time to escalate
  • Service desk time to resolve
  • Storage utility service availability
  • Storage utility utilization
  • Virtual machine provisioning interval
  • Virtual server utility availability
  • Web server availability

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