What is Information Technology (IT)?
IT Departments develop, manage and maintain an organizations technology-related assets (hardware, software, systems, etc.), policies, procedures and systems. This includes, but is not limited to, the administration of company systems, creation of system requirements that align with business needs, development of applications that meet business needs, network management, technology procurement, enforcement of technology-related policies to mitigate the risk of unauthorized access to data, data backup and retrieval, and document storage. The group also provides employees with day-to-day technology support to ensure that technology-related problems do not interfere with their work. Several industries are associated with information technology, including computer hardware, software, electronics, semiconductors, internet, telecom equipment, and e-commerce.
Information Technology (IT) Benchmarking ReportBenchmarking Report Bundle
Average Handle Time (AHT)Benchmarking Report
Information Technology (IT) KPI EncyclopediaKPI Encyclopedia
Information Technology (IT) Best Practices GuideBest Practices Guide
Information Technology (IT) Organization Chart TemplateOrg Chart Template
Application Development & ReleaseWorkflow Template
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)
KPI Benchmark Range : 221-656
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)
KPI Benchmark Range : 33-71
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
KPI Benchmark Range : 1.4% - 6.9%
A typical information technology (IT) department is composed of several common sub-functions, or teams, that work together to define and support a company's technology-related needs. IT departments identify system requirements, develop and manage business applications, manage technology infrastructure and provide employees with desktop support, among other things. Browse our IT organization chart page to learn about the roles and responsibilities of each major function. Then, download our org chart template (PDF, Visio, PPT) to further plan and support IT operations improvement.
Check out our information technology best practices page to view selected descriptions of work methods that have been proven to produce better results (as compared to other, similar methods). Want more? Download our Information Technology (IT) best practices guide, which provides a healthy selection of valuable best practices that can be incorporated to improve IT operations. There might not be only one "best" way to perform every task. However, there is always a "better" way.