Information Technology KPI Examples | List of KPI Examples for IT

Information Technology KPIs

Unleash the full potential of your IT department with our comprehensive list of key performance indicators (KPIs). From uptime and security to user satisfaction and productivity, track and measure performance to drive innovation and deliver outstanding results.

Ornament pattern
Ornament pattern

KPI Examples for Information Technology

  • Network uptime
  • Average response time
  • Employee satisfaction
  • Account creation 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
  • Number of successful cyber attacks
  • 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

Why use KPIs in your IT department?

KPIs, or Key Performance Indicators, are essential tools for any organization looking to optimize its performance and achieve its goals. In the IT department, KPIs can be especially useful for tracking and improving various aspects of the department's operations. Here are just a few reasons why an organization would want to use KPIs in the IT department:

  1. Identify areas for improvement: By tracking specific KPIs, an organization can get a better understanding of where its IT department is excelling and where it may be falling short. For example, an organization might track the number of customer service tickets resolved within a certain time frame as a KPI. If this number is consistently low, it may indicate that the IT department needs to work on improving its customer service processes. This could involve things like providing additional training for customer service staff, streamlining processes to make it easier to resolve tickets, or investing in new technologies that make it easier to track and respond to customer inquiries. By regularly tracking this KPI and others like it, the IT department can identify areas that need improvement and take action to address them.
  2. Set and track progress towards goals: The IT department, like any other part of an organization, likely has specific goals it is working towards. By tracking relevant KPIs, the department can see how it is progressing towards these goals and make adjustments as needed. For example, an IT department might set a goal to improve the speed and reliability of its network. To track progress towards this goal, it might use KPIs such as network downtime and average response time. If these KPIs are consistently improving over time, it indicates that the IT department is making progress towards its goal. If not, it may be necessary to reassess and make changes to the strategies and technologies being used. By regularly tracking progress towards goals, the IT department can stay on track and make sure it is making the necessary progress to achieve its objectives.
  3. Measure the effectiveness of new initiatives: When the IT department introduces new initiatives or technologies, it is important to measure their impact on the organization. By using KPIs, the department can get a clear understanding of whether these initiatives are having the desired effects and make adjustments as needed. For example, if the IT department implements a new cybersecurity solution, it might track the number of successful cyber attacks as a KPI to gauge the effectiveness of the solution. If the number of attacks decreases significantly after the implementation of the new solution, it is likely that the solution is effective. If not, the IT department may need to consider other options or make changes to its existing solution. By regularly tracking the impact of new initiatives, the IT department can ensure that it is making the most of its resources and investments.
  4. Facilitate communication and collaboration: By setting and tracking specific KPIs, the IT department can create a common language and understanding among team members and stakeholders. This can help facilitate communication and collaboration, as everyone is working towards the same goals and measuring progress in a consistent way. For example, if the IT department sets a goal to improve the speed and reliability of its network, all team members will know that this is a priority and can work towards it together. Additionally, stakeholders outside of the IT department, such as senior leadership or other departments, will have a clear understanding of the IT department's goals and can provide support as needed. By establishing clear, measurable goals and regularly tracking progress towards them, the IT department can create a culture of collaboration and shared purpose.

Overall, using KPIs in the IT department can help an organization optimize its performance, set and track progress towards goals, measure the effectiveness of new initiatives, and facilitate communication and collaboration. By tracking the right KPIs, an organization can get a clear understanding of its IT department's performance and make data-driven decisions to drive improvement.

Most popular IT KPIs

Some of the most popular IT KPIs include:

  • Network uptime: This KPI measures the percentage of time that the organization's network is functioning correctly. A high network uptime is important for ensuring that employees have access to the resources and tools they need to do their jobs.
  • Average response time: This KPI measures how long it takes for the IT department to respond to and resolve customer service tickets or other requests for assistance. A low average response time is important for providing a good customer experience and maintaining employee productivity.
  • Number of successful cyber attacks: This KPI measures the number of times that the organization's systems have been successfully hacked or compromised. A low number of successful attacks is important for ensuring the security and integrity of the organization's data.
  • Employee satisfaction: This KPI measures how happy and satisfied employees are with their work experience in the IT department. A high employee satisfaction score is important for attracting and retaining top talent, as well as for creating a positive work culture.

By tracking these and other relevant KPIs, the IT department can get a clear picture of its performance and identify areas for improvement. By regularly reviewing and analyzing these KPIs, the department can make data-driven decisions that drive progress towards its goals and improve the overall performance of the organization.

Using KPIs in the IT department is a valuable tool for any organization looking to optimize its performance and achieve its goals. By regularly tracking and analyzing relevant KPIs, the IT department can identify areas for improvement, set and track progress towards goals, measure the effectiveness of new initiatives, and facilitate communication and collaboration. By making data-driven decisions based on these KPIs, the department can drive continuous improvement and help the organization achieve its objectives.

Experience Spider Impact for Free

Schedule a live demo or claim your free 30-day trial. We’re standing by to either show off Spider Impact or turn your data into a prototype for free.

i ? ?