Information Technology (IT) KPIs, Metrics & Benchmarks

KPIs & Metrics to Measure and Manage IT Department Performance

Information Technology

What are IT Key Performance Indicators?

IT Key Performance Indicators (KPIs) and metrics focus on measuring the overall performance of an organization’s IT Department. Examples of operational metrics for IT departments include, help desk service level, system installation productivity, first call resolution quality, and the cost per help desk request of servicing the internal customer. IT system metrics measure server speed and other hardware related performance.

Using KPIs to Manage Your IT Department’s Performance

For KPIs to succeed in IT departments, long lists of metrics must be narrowed to focus on the objectives that matter most. Without clear oversight and insight into a manageable set of KPIs, IT implementation projects fall behind schedule, work orders can fall behind schedule, and IT related down time of end user devices or computer users can slow businesses to a crawl.

KPI's & Data 

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Key Risk Indicators Benchmarking Report for Technology Services

This 67-page benchmarking report includes benchmarking data for 30 Technology Services key risk indicator metrics, or KRIs, including Mean Time Between Failures (MTBF), Incident Closing Rati...

Type : Benchmarking Report Bundle

KPI's & Data 

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Information Technology (IT) Benchmarking Report

This 25-page benchmarking report includes benchmarking data for 10 IT Department KPIs including IT Expense as a Percentage of Total Expense, Support Tickets Opened per Employee and more. Eac...

Type : Benchmarking Report Bundle

5 KPIs for Measurement of IT Departments

IT metrics must not only be limited to system measurements such as up-time. Approaching IT KPIs with a balanced scorecard methodology is the ideal way to set performance standards for operations outside of systems as well. Below are examples of 5 KPIs to help get your IT department performing best in class.

5 IT KPIs for IT Managers to Measure:

  1. 1.IT Outsourcing Expense as a Percentage of Total IT Expense
  2. 2.IT Training/Education Expense as a Percentage of Total Budge Expense
  3. 3.IT Service Request Backlog
  4. 4.IT Headcount Ratio
  5. 5.Completed/Ready to work IT Request Submission as Percentage of Total Requests

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KPI's & Data 

int(1)
Key Risk Indicators Benchmarking Report for Technology Services

This 67-page benchmarking report includes benchmarking data for 30 Technology Services key risk indicator metrics, or KRIs, including Mean Time Between Failures (MTBF), Incident Closing Rati...

Type : Benchmarking Report Bundle

KPI's & Data 

int(1)
Information Technology (IT) Benchmarking Report

This 25-page benchmarking report includes benchmarking data for 10 IT Department KPIs including IT Expense as a Percentage of Total Expense, Support Tickets Opened per Employee and more. Eac...

Type : Benchmarking Report Bundle

KPI's & Data 

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Calls Handled per Representative

The total number of calls handled (inbound and outbound) by customer service or call center representatives divided by the total number of representatives working for the company over a cert...

KPI Type : Productivity

Formula : (Total Number of Calls Handled / Total Number of Call Center Representatives)

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KPI's & Data 

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IT Expense as a Percentage of Total Expense

Total expense incurred by the IT Department divided by the total, company-wide operational expense over the same time period, as a percentage.

KPI Type : Cost

Formula : (IT Department Expense / Total Company-Wide Expense) * 100

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IT Expense as a Percentage of Total Revenue

Total expense incurred by the IT Department divided by the total revenue earned by the company over the same time period, as a percentage.

KPI Type : Cost

Formula : (IT Department Expense / Total Revenue) * 100

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KPI's & Data 

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IT Expense per Employee

The expense incurred by the IT function divided by the average number of employees over the same period of time.

KPI Type : Cost

Formula : Total IT Expense / Total Number of Employees

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KPI's & Data 

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IT Staffing Ratio

The number of company-wide employees divided by the total number of IT employees working for the company at the same point in time. IT Department employees are typically responsible for user...

KPI Type : Organizational

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Average Handle Time (AHT)

The average number of seconds required to handle a single call within the call center (includes inbound and outbound calls), including any after-call work and/or hold time that is required.

KPI Type : Productivity

Formula : (Number of Seconds Spent Handling Customer Calls / Total Number of Calls Handled)

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Support Tickets Opened per Employee

The total number of employee desktop support tickets opened divided by the number of employees responsible for processing and resolving support tickets over the same period of time.

KPI Type : Productivity

Formula : Total Number of IT Support Tickets Opened / Total Number of IT Support Employees

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KPI's & Data 

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Information Security & Technology Key Risk Indicators Encyclopedia

This instant download document defines a list of over 100 Information Security and Technology Key Risk Indicators, including metric definitions, rationale, calculation details/formula, and r...

Type : KPI Encyclopedia

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IT Support Ticket Resolution (Unplanned) Cycle Time

The number of minutes required to resolve an unplanned incident-related IT support ticket (hardware failure, printer failure, server failure, connectivity failure, etc.), from the time the I...

KPI Type : Service

Formula : (Sum of Minutes Required to Resolve Unplanned Incidents) / Total Number of Unplanned Incidents Resolved

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KPI's & Data 

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IT Support Ticket Resolution (Planned) Cycle Time

The number of minutes required to resolve a planned IT support/service ticket (device change or move, hardware or software upgrade/update, new device set up, etc.), from the time the IT supp...

KPI Type : Service

Formula : (Sum of Minutes Required to Resolve Planned Tickets) / Total Number of Planned Tickets Resolved

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KPI's & Data 

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IT Support Employees per Thousand End Users

The total number of IT User Support employees working for the company divided by each one-thousand end users supported at the same point in time.

KPI Type : Organizational

Formula : Total Number of IT User Support Employees / Each One Thousand End- Users

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KPI's & Data 

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Information Technology (IT) KPI Encyclopedia

This document defines over 200 IT Department KPIs, including metric definitions for Management & Administration, IT Security, Network Administration and more. These KPIs are further categori...

Type : KPI Encyclopedia

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IT Outsourcing Expense as a Percentage of Total IT Expense

Total outsourcing-related expense incurred by the IT Department divided by the total expense incurred by the IT Department over the same time period, as a percentage.

KPI Type : Cost

Formula : (IT Outsourcing Expense / Total IT Department Expense) * 100

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KPI's & Data 

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Mean Time To Repair

The average amount of time (measured in hours) required to repair a system or application to full functionality following a failure (i.e., a service interruption), measured from the time th...

KPI Type : Service

Formula : Sum Of Time To Repair For All Systems / Number Of Repairs Completed During Examination Period Across All Systems

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Total Volume: Support Tickets Opened

The total number of customer support tickets opened over a certain period of time. Support tickets can be opened through support calls, emails, instant messages, online support ticket submis...

KPI Type : Volume

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IT Security Expense as a Percentage of Total Expense

The expense incurred by the IT Security function divided by total, company-wide expense over the same time period, as a percentage.

KPI Type : Cost

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Unit Cost: Failure or Outage Repair

The total cost of repairing a system, application or network after a failure or outage divided by the total number of systems, applications or networks repaired over a certain period of time...

KPI Type : Cost

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Total Expense: Network Administration

The total expense incurred by the Network Administration function over a given period of time. Total expense includes labor, benefits, occupancy, and technology costs.

KPI Type : Cost

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Expense per Network Administration Employee

The total expense incurred by the company divided by the number of Network Administration employees working within the IT Department.

KPI Type : Cost

Not Available - Click for Info

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Network Administration Expense as a Percentage of Total Expense

The expense incurred by the Network Administration function divided by the total, company-wide expense incurred over the same period of time, as a percentage.

KPI Type : Cost

Not Available - Click for Info

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Network Administration Staffing Ratio

The total number of company-wide employees divided by the number of Network Administration employees working within the company's IT Department at the same point in time, expressed as a rati...

KPI Type : Organizational

Not Available - Click for Info

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Span of Control: Network Administration

The average number of Network Administration employees reporting to each manager within the Network Administration function.

KPI Type : Organizational

Not Available - Click for Info

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Management Levels: Network Administration

The total number of management levels, or layers, in the Network Administration function.

KPI Type : Organizational

Not Available - Click for Info

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Organizational Structure: Network Administration

Yes/no metric indicating whether the Network Administration function is centralized (all employees in a single location) or decentralized.

KPI Type : Organizational

Not Available - Click for Info

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Failure or Outage Repair per Network Administration Employee

The total amount of systems, applications or networks repaired over a certain period of time divided by the number of Network Administration employees working within the IT Department.

KPI Type : Productivity

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Unit Cost: Systems Analysis & Architecture Project

The total cost of completing Systems Analysis & Architecture projects divided by the total number of Systems Analysis & Architecture projects completed over a certain period of time.

KPI Type : Cost

Not Available - Click for Info

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Total Expense: Systems Analysis & Architecture

The total expense incurred by the Systems Analysis & Architecture function over a given period of time. Total expense includes labor, benefits, occupancy, and technology costs.

KPI Type : Cost

Not Available - Click for Info

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Cycle Time: Systems Analysis & Architecture Project

The number of business days required to complete a Systems Analysis & Architecture project, from the time the project is started until the project is completed.

KPI Type : Service

Not Available - Click for Info

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