IT Department KPIs & Metric Definitions

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KPI's & Data

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Percentage of Network Access Points Covered by Detection Systems

The number of network access points covered by intrusion detection systems (e.g., wireless intrusion detection/prevention systems, etc.) divided by the total number of network access points...

KPI Type : Quality

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Percentage of Projects with Prioritized Requirements

The number of IT Application Development projects underway that have prioritized business requirements based on company and user needs divided by the total number of IT Application Developme...

KPI Type : Quality

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Percentage of System Downtime Related to Security Issues

The number of network, system or application downtime instances that are specifically related to one or more security issues (unauthorized system or data access or change) divided by the tot...

KPI Type : Quality

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Percentage of Systems Covered with Anti-Virus Software

The number of company-owned computers that are running up-to-date anti-virus software divided by the total number of computers owned by the company at the same point in time, as a percentage...

KPI Type : Quality

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Percentage of Support Tickets Related to Security Breaches

The number of customers who reported a breach (e.g., unauthorized access to email files, etc.) divided by the total number of customer support tickets opened over the same period of time, as...

KPI Type : Quality

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Percentage of Tickets Reopened

The number of customer support tickets that must be reopened due to a recurring issue and/or poor customer service divided by the total number of tickets opened over the same period of time,...

KPI Type : Service

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Support Ticket Escalations per Thousand Customers

The number of customer support tickets that are escalated to customer service managers/supervisors for resolution over a certain period of time divided by each one thousand customers, or end...

KPI Type : Volume

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Unit Cost: Customer Support Ticket

The total expense incurred by the User Support & Services function divided by the total number of customer support tickets opened over the same period of time.

KPI Type : Cost

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Active IT Projects per Project Manager

The total number of active IT-related projects managed over a certain point in time divided by the number of IT project managers working within the IT Department.

KPI Type : Quality

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Span of Control: IT

The average number of IT employees reporting to each IT manager.

KPI Type : Organizational

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Application Support Expense per End User (by Application)

The Application Support-related expense incurred by the IT Department over a certain period of time divided by the total number of end-users (segmented by system or application). End-users i...

KPI Type : Cost

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Support Ticket Closure Rate

The number of employee support tickets closed or resolved as a percentage of the total number of employee support tickets open over the same period of time.

KPI Type : Productivity

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System Testing Frequency

The average number of days elapsed between security vulnerability testing of critical systems over a certain period of time.

KPI Type : Quality

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Technology Infrastructure Expense as a Percentage of Total IT Expense

The technology infrastructure-related (physical and virtual resources, such as servers, cables, memory, etc., that support the flow, storage, processing and analysis of data) expense incurre...

KPI Type : Cost

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Total Expense: Application Development Training

The total Application Development training-related expense incurred by the IT Department divided by the total amount of money the IT Department has budgeted over the same period of time. Tot...

KPI Type : Cost

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KPI's & Data

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Total Expense: Application Support Outsourcing

The total expense incurred by the IT Department through the outsourcing of Application Support work over a certain period of time.

KPI Type : Cost

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Total Expense: External Consultant/Contractor

The total external consultant/contractor-related expense incurred by the IT Department over a certain period of time.

KPI Type : Cost

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IT Hardware Expense per Thousand End Users

The total hardware-related expense incurred by the IT Department over a certain period of time divided by each thousand end-users (includes internal and external end-users).

KPI Type : Cost

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Total Expense: IT Security

The total expense incurred by the IT Security function over a certain period of time. Total expense includes labor, benefits, occupancy, and technology costs.

KPI Type : Cost

KPI's & Data

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Total Expense: IT User Support & Services

The total expense incurred by the IT User Support and Services function over a certain period of time. Total expense includes labor, benefits, occupancy, and technology costs.

KPI Type : Cost

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KPI's & Data

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Total Employees: Information Technology (IT)

The total number of IT employees (Application Developers, Project Managers, Network Engineers, etc.) working for the company at a certain point in time. Employee headcount may be segmented b...

KPI Type : Organizational

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Total Employees: Application Management

The total number of Application Management-related (application support and infrastructure) employees working within the IT Department at a certain point in time. Employee headcount may be s...

KPI Type : Organizational

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Total Employees: IT User Support & Services

The total number of IT User Support and Services employees (full-time and contractor employees) working within the IT Department at a certain point in time. Employee headcount may be segment...

KPI Type : Organizational

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Remote Access Support Employees per Thousand End Users

The total number of Remote Access Support employees working within the IT Department divided by each thousand end-users (includes internal and external end-users).

KPI Type : Organizational

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Unit Cost: Application Project

The total cost of managing application development projects divided by the total number of application development projects completed over a certain period of time.

KPI Type : Cost

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Computer & Hardware Expense as a Percentage of Total Revenue

The computer and technology hardware-related expense (i.e., servers, computers, routers, etc.) incurred divided by the total dollar amount of revenue generated over the same period of time,...

KPI Type : Cost