Information Technology KPIs & Benchmarks

Information Technology (IT) Metric Definitions, Benchmarking Data & Reports

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KPI NAME
KPI DEFINITION
DATA
(NUM. OF DATAPOINTS)
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Showing results 1 through 31 of 244 records
Average Handle Time (AHT) The average number of seconds required to handle a single call (includes inbound and outbound calls), including any after-call work that is required. See data (1365)
Calls Offered The total number of calls coming into the Call Center over a certain period of time (includes both calls handled and calls that are never answered by a representative). See data (742)
Calls Handled The total number of calls handled (incoming) by Call Center representatives during a given time period (hourly/daily/weekly/monthly). See data (710)
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. See data (260)
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. See data (120)
IT Expense per End User The total expense incurred by the IT Department divided by the total number of end users. See data (88)
Mean Time To Repair The average amount of time (in hours) required to repair the system, application or network after a failure/outage is reported. See data (86)
First Contact Resolution Rate The number of inbound calls that are resolved on the first contact without the need for transfer or subsequent contacts divided by the total number of inbound calls received over the same period of time, as a percentage. See data (58)
IT Headcount Ratio The number of company-wide, full-time equivalent employees (FTEs) divided by the total number of IT employees. See data (49)
IT Temporary Employees as a Percentage of Total IT Employees Total number of temporary employees within the IT Department divided by the total number of IT staff, as a percentage. See data (27)
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. See data (24)
Support Tickets Opened per Employee The total number of customer support tickets opened over a certain period of time divided by the number of employees responsible for processing and resolving customer support tickets. See data (21)
Cycle Time: IT Support Ticket Resolution (Unplanned) 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 IT support employee arrives at the location where the work is to be performed until when the incident is resolved. See data (21)
Cycle Time: IT Support Ticket Resolution (Planned) 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 support employee arrives at the location where the work is to be performed until when the service request is resolved. See data (21)
Cycle Time: IT Support Ticket Transit Time The number of minutes required to reach a location, specified in the IT support ticket, where work on the IT support request can be initiatied, from the time the ticket is taken out of the queue until when the employee arrives at the location where the work is to be performed. See data (21)
IT Support Employees per Thousand End Users The total number of IT User Support employees working for the company time divided by each one-thousand end users supported at the same point in time. See data (21)
Average Compensation: IT Employees The average total compensation (salary, bonuses, commissions) for IT employees (excluding managers) over a certain period of time. See data (18)
Average Compensation: IT Managers The average total compensation (salary, bonuses, commissions) for IT managers over a certain period of time. See data (18)
Average Base Salary: IT Employees The average base salary for IT employees (excluding managers) over a certain period of time. See data (18)
Average Base Salary: IT Managers The average base salary for IT managers over a certain period of time. See data (18)
Computer & Hardware Expense as a Percentage of Total Revenue The total computer and technology hardware-related expense divided by the total dollar amount of revenue generated over the same period of time, as a percentage. See data (8)
Internet Service Expense as a Percentage of Total Revenue The total internet service-related expense incurred by the company divided by the total dollar amount of revenue generated over the same period of time, as a percentage. See data (8)
Telephone Expense as a Percentage of Total Revenue The total telephone-related expense (phone service, phone hardware/software, etc.) incurred by the company divided by the total revenue generated over the same period of time, as a percentage. See data (8)
Application Management Outsourcing Expense as a Percentage of Total Application Management Expense Total outsourcing-related expense incurred by the Application Management function divided by the total expense incurred by the Application Management over the same time period, as a percentage. See data (7)
Application Management Software Expense as a Percentage of Total Application Management Expense Total software-related expense incurred by the Application Management function divided by the total expense incurred by the Application Management function over the same time period, as a percentage. See data (7)
Application Support Employees as a Percentage of Total Application Management Employees Total number of Application Support employees divided by the total number of Application Management (support, infrastructure) employees, as a percentage. See data (7)
Application Management Contracting Expense as a Percentage of Total Application Management Expense Total contracting-related expense incurred by the Application Management function divided by the total Application Management function expense over the same time period, as a percentage. See data (7)
Infrastructure Expense as a Percentage of Total Application Management Expense Total infrastructure-related expense incurred by the Application Management function divided by the total expense incurred by the Application Management function over the same time period, as a percentage. See data (7)
Application Support Expense as a Percentage of Total Application Management Expense Total Application Support expense (bug fixes, help desk, patches, etc.) divided by the total expense incurred by the Application Management function over the same time period, as a percentage. See data (7)
Insourced Application Management Expenses as a Percentage of Total Application Management Expenses Total insourced-related expense incurred by the Application Management function divided by the total Application Management function expense over the same time period, as a percentage. See data (7)

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