The benefits of measuring IT service delivery are clear. An important number of unresolved tasks piling up might translate a problem across the system, or with the agents. Similar to Cycle Time: Customer Support Resolution, low values for this IT KPI example can indicate: As you might expect, it’s not a good thing to receive lots of calls concerning IT issues since that means there are a lot of problems that need to be resolved, but when it comes to productivity, the higher the value for this IT support metric, the better. Using KPIs for sales support, an organisation can build powerful reports to improve sales productivity and customer support metrics like call time, wait time, on-time delivery, and product order lifecycle. On overall, however, the average handle time for all the employees is 5.5 days, which is still within the framework. For example, if you add a new KPI to CY Actual section, don’t forget to change it in CY Target, PY Actual and Cumulatives. It is a reliable performance IT metric since it measures how good a team is at facing, responding and repairing a problem. Customizable busines process workflow templates. CTOs, managers, professionals, and project leaders need to constantly keep up with changes in order to optimize their performance and results. The clock starts running from the time the help ticket is opened and stops when the customer issue is resolved. This KPI tracks the IT support team’s strengths and weaknesses in relation to the team’s improvements over time. Itâs good to track this metric over time and see which months brought more reopened tickets, in order to improve the teamâs performance. After all, if customers are able to fix their own IT issues, fewer end-users will call IT employees for assistance which will reduce the overall amount of money the IT Department spends by having their IT employee fix end-user issues. Type of KPI. Do not set unrealistic KPIs because they are one of the major team de-motivators. : Do you manage to keep talented employees? Below are examples of customer support KPIs. Key Performance Indicators (KPIs) are indicators that provide insight into your most important objectives and the extent to which you have achieved them. A KPI would measure how that gain in employees is resolving problems, boosting sales, or driving innovation. Our rundown of the most prominent IT performance metrics wouldnât be complete without the metric focused on reopened tickets. KPI Type : Productivity. If your project budget is already over target in the early or mid-stages of delivery, you should investigate on the reasons: poor estimations? The Unit Cost: Customer Support Ticket KPI for the IT Department measures the total expense incurred by the User Support & Services compared to the total number of customer support tickets opened over the same period of time. Our IT KPI examples aside organize the different time to repair according to their nature (DNS issues, hardware failure, ...) and the time they need to be troubleshot: that way, you not only know where you should assign more staff to address the issues, but also how long it takes on average to do so. Each department will want to measure success based on specific goals and targets. By Chris Wilds in Read this … Managing Partners: Martin Blumenau, Jakob Rehermann | Trade Register: Berlin-Charlottenburg HRB 144962 B | VAT ID: DE 28 552 2148, For full functionality of this site it is necessary to enable JavaScript. Keep an eye on the overall number of critical bugs in order to avoid deeper issues within the business and potential damages to the brand image. Planned value (PV) 65. Make the best business decisions for your help desk by analyzing the 8 most significant, industry-standard IT service desk reporting metrics. This KPI for the IT department will make sure you have a clear overview of the feature development in order to implement those findings within your next sprint planning, internally across the business, or launching it to the public. Knowing how and where you are allocating your money is another of the essential IT KPIs you should track. IT Key Performance Indicator Example # 2: Mean Time to Repair (MTTR). You can measure this IT metric on a monthly basis, or on a quarterly or annual basis â but the more often, the better, so that you can track more accurately if there are specific times at which this happen, and identify the root causes more easily. Reopened Tickets: Are you handling your tickets efficiently? The eight KPIs that really matter are the following: Area definitions, KPI examples and common job titles for a variety of industries. The lowest the percentage, the better, since it means that you have more issues solved than not. IT Support Employees per End Users: Do you have enough IT support? Actual cost (AC) 66. Define a target range for your IT costs as percentage of revenue, so that you can make profit. Setup only takes a few minutes. New Developed Features: How many features do you continually develop? Breaking down the investments into the different unit levels (software, hardware, SP, personnel) and each of their components (maintenance, infrastructure, development, operations...) will give you a better insight on where the money is spent, and let you identify your main cost drivers as well as opportunities for improvement. : Do you measure the ticket churn over time? : Do you monitor employeeâs effectiveness? We see that Nancy has completed her tasks within the 5-day sprint-limits, usually already after 3.7 days, and doesnât have a heavy workload. Server Downtime: Do you know why and when downtime happens? Analyzing the support costs in relation to your revenue will help you assess how much your customer service is comparing to your total income. For instance, if the process pertaining to customer issue information collection is the problem, standardizing the processes and formats for customer support ticket submissions will reduce the number of times IT employees have to contact the customer to figure out what the problem is because some crucial detail was left out of the submission form, thus reducing the overall amount of time needed to solve the issue. Process modeling and diagnostic tools to identify improvements and automate processes. The main function of KPIs is to help companies discover better ways to manage and optimize their internal operations. If this ratio rises sharply, identify the reasons behind that and if necessary, take action to reduce these costs. It can be calculated on an annual, monthly, or weekly basis. On our example on the side, there are 10 support employees for an average of 99.177 end-users daily. There is no exact ratio to follow, as it depends on the type of users you have in front of you, but also on the product you support: a small mobile app requires less time for support than a high-end analytics software suite. Try to make it as accurate and detailed as possible. To push it a bit further, when measuring returns, you should go beyond obvious metrics like cost savings or revenue increases, and include all levels of performance relative to a program or a projectâs goals. So, let’s go to the KPI examples in a business. These are often ad hoc tasks that cause delays and missed deadlines since developers can easily underestimate the time needed to focus on the issue. Monitoring the overall progress of your tasks and projects is key, and thatâs why this IT KPI made it to the top of our list. However, downtime can also be unexpected, when the system crashes â and at this moment, you will need to have an outage response plan efficiently designed to minimize that unforeseen downtime. Paula, however, can rarely accomplish her tasks within 5 days. : Are you able to identify your costsâ breakdown? You can learn a lot from others like you. It is an easy gauge for profitability, evaluating how much you get back for one dollar of investment. Cycle Time: Customer Support Ticket Resolution, Human Resources Key Performance Indicators, IT Project Management Key Performance Indicators, Key Performance Indicators for Commercial Banks, Key risk indicators for operational risk in banks, Improved productivity and performance management of IT employees, Reduced operational cost of the IT Department, Increased company network availability and uptime, Inefficient call scripts and job help guides, Sub-par collection of information pertaining to the customer’s issue, Poor IT employee productivity and performance management practices, Inadequate IT productivity and performance management practices, Systems not built to facilitate speedy debugging and recovery, Poorly developed networks, systems or applications, Inefficient testing of the network, system or application before releases, Inefficient or inadequate IT employee training, Inadequate use of job help guides, FAQs and other helpful IT resources, Sub-par IT employee productivity and performance management practices, Poor dissemination of IT information on end-user-focused FAQ and IT resource channels. Find the potential issues to better stay within your budget limits. The moment the network, system, or application initially fails is considered to be the first measured date while the day the next failure occurs is considered to be the last measured date. 4. The mean time to repair is an IT KPI that is measured calculating the time between the start of an incident and the moment it is resolved. Usually, each feature should be tied to a bigger business goal (acquisition, retention, conversion, just to name a few) and itâs important to filter the ones that wouldnât bring additional value to the company and focus on the most profitable ones while keeping the track of the teamsâ performance. Products. : How many bugs do you regularly encounter? The types of KPI not just end here, details to follow. ... KPIs are not just for business, these are set for support functions too. Unfortunately, IT projects have an especially poor … Key Performance Indicator (KPI) Definition Business Processes with Continuity Agreements Percentage of business processes which are covered by explicit service continuity targets; Gaps in Disaster Preparation Number of identified gaps in the preparation for disaster events (major threats without any defined counter measures) Implementation Duration Here are the, THE RIGHT KPI EXAMPLES FOR EVERY USE CASE, IT METRICS THAT EVERY IT MANAGER SHOULD USE. High values for this IT KPI example can be indicative of: To keep the value low for this IT support metric , IT managers should improve their performance management practices to identify the specific issue(s) causing prolonged customer support ticket resolution times. You can then plan the average handle time more accurately, and hence have more control over your project deadlines. That also lets you perform a more accurate financial budgeting and projections. IT KPI Examples: How Do You Measure IT Service Delivery? KPIs are not just quantitative. IT Key Performance Indicator Example # 1: Cycle Time: Customer Support Ticket Resolution. Monitor the task efficiency with a percentage and break it down by team members so that you know which tasks have caused inaccurate estimations and examine why. Schedule variance (SV) 69. Cost variance (CV) (planned budget vs. actual budget) 68. Support Metrics and KPIs The higher the better of course. IT Support Key Performance Indicators are defined as the quantitative values used to determine how efficiently and effectively specific IT support goals and objectives are achieved by the company’s Information Technology (IT) Department over a set period of time. Projects Delivered on Budget: Can you keep your budget within limits? Track the number of reopened tickets over time and talk to the team to see what happened during certain spikes in your metricâs data. In the meanwhile, if you are looking for an end to end IT service management solution, we encourage you to check out ServiceDesk Plus , the IT help desk software trusted by over 100,000 help desks worldwide. Sign up for our email newsletter to be notified when we produce new content. Monitor the ratio of open tickets vs. completed tickets over time for different projects, teams or employees, and find potential optimization in your ticketing system. Is your security system ignoring you while cyber space shattering viruses are invading your computer? IT Costs vs. Revenue: Do you compare your IT expenses to your revenue? Thatâs why a KPI for the IT manager such as the visual one on the left has advantages in showing the total number of critical bugs, the ones that were reported internally by your team, and externally by the end-user. View less The project-based, real-time measurement of IT Key Performance Indicators allows management to track trends and ensure that projects are completed successfully and on time. Business intelligence dashboards and analysis to improve management capabilities. View here! Not a problem. See our full list of example KPIs. For those within the information technology businesses, doing so will not only bring a higher quality of service to their customers, but it will also make sure they can stay in the business of providing technological services. Having an uptime over 99,9% is considered good and is favorable. Use the Mean Time Between Failures (MTBF) KPI for the IT Department to measure the average number of days elapsed between network, system, or application failures or outages. This IT KPI represents a self-explanatory ratio: how many support workers does your company have to help a thousand of end-users? 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