Information Technology (IT) KPIs, Metrics & Benchmarks

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KPI's & Data

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Total Expense: IT

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

KPI Type : Cost

KPI's & Data

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Total Expense per IT Employee

The total expense incurred by the company over a certain period of time divided by the total number of employees working within the company's IT Department.

KPI Type : Cost

KPI's & Data

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Management Levels: IT

The total number of management levels, or layers, in the IT Department.

KPI Type : Organizational

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KPI's & Data

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Unit Cost: IT Projects

The total cost of managing IT projects divided by the total number of IT projects managed over the same period of time.

KPI Type : Cost

KPI's & Data

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Total Expense: IT Management and Administration

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

KPI Type : Cost

KPI's & Data

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Expense per IT Manager

The total expense incurred by the company divided by the total number of IT managers.

KPI Type : Cost

KPI's & Data

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IT Management and Administration Staffing Ratio

The total number of company-wide employees divided by the number of IT Management and Administration employees working for the company at the same point in time, expressed as a ratio (e.g.,...

KPI Type : Organizational

KPI's & Data

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Span of Control: IT Management and Administration

The average number of IT Management and Administration employees reporting to each IT Management and Administration manager.

KPI Type : Organizational

KPI's & Data

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Management Levels: IT Management and Administration

The total number of management levels, or layers, in the IT Management and Administration function.

KPI Type : Organizational

KPI's & Data

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Organizational Structure: IT Management and Administration

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

KPI Type : Organizational

KPI's & Data

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Cycle Time: IT Projects

The number of business days required to complete IT projects, from the time the IT project is started until when the project is completed.

KPI Type : Service

KPI's & Data

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IT Projects per IT Management

The total amount of IT projects managed over a certain period of time divided by the total number of IT managers.

KPI Type : Productivity

KPI's & Data

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Total Volume: IT Projects

The total number of IT projects managed by the IT Department over a certain period of time.

KPI Type : Volume

KPI's & Data

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Total Employees: Application Developers

The total number of Application Developers working within the IT Department at a certain point in time. Employee headcount may be segmented by location, product or team.

KPI Type : Organizational

KPI's & Data

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Application Development Staffing Ratio

The number of company-wide employees divided by the total number of Application Developers working within the company's IT Department at the same point in time, expressed as a ratio (e.g., t...

KPI Type : Organizational

KPI's & Data

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Span of Control: Application Development

The average number of Application Development employees reporting to each Application Development manager.

KPI Type : Organizational

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KPI's & Data

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Management Levels: Application Development

The total number of management levels, or layers, in the Application Development function.

KPI Type : Organizational

KPI's & Data

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Organizational Structure: Application Development

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

KPI Type : Organizational

KPI's & Data

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Application Project per Application Developer

The total amount of application development projects managed over a certain period of time divided by the number of Application Development employees.

KPI Type : Organizational

KPI's & Data

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Total Volume: Application Projects

The total number of application development projects completed over a given period of time.

KPI Type : Volume

KPI's & Data

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Expense per IT User Support and Services Employee

The total expense incurred by the company divided by the total number of IT User Support and Services employees.

KPI Type : Cost

KPI's & Data

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IT User Support and Services Staffing Ratio

The total number of IT User Support and Services employee working within the IT Department at a certain point in time. Employee headcount may be segmented by location, product or team.

KPI Type : Organizational

KPI's & Data

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Span of Control: IT User Support and Services

The average number of IT User Support and Services employees reporting to each manager within the IT User Support & Services function.

KPI Type : Organizational

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KPI's & Data

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Management Levels: IT User Support and Services

The total number of management levels, or layers, in the IT User Support and Services function.

KPI Type : Organizational

KPI's & Data

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Organizational Structure: IT User Support & Services

Yes/no metric indicating whether the IT User Support and Services function is centralized (all employees in a single location) or decentralized.

KPI Type : Organizational

KPI's & Data

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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

KPI's & Data

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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

KPI's & Data

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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

KPI's & Data

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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

KPI's & Data

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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

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