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An organization’s IT department is the lynchpin of its success or failure, so it’s essential that you understand exactly how it operates, and how well it does so. Across sectors (both private and public), IT plays a crucial role in maintaining networks, keeping them safe, and resolving any issue that may come up with any of the many technologies and applications your organization may use. Therefore, it’s important to create metrics and KPIs that can give you an idea of how well your IT is performing, as well as where it could stand to improve.
More importantly, IT operation analytics show you how effective your IT department is, and how it’s contributing to your bottom line in a real way. Putting the right IT KPI examples in place will allow any IT department to be more efficient and effective.
That’s why it’s vital to:
Although most organizations have an IT department, they’re not all built the same. The KPIs you choose should reflect the type of work your IT staff undertakes, whether it’s acting as a help desk for a massive organization, implementing new projects and technologies, patching existing tools, or providing both internal and external emergency support.
Additionally, you can track ancillary stats related to IT’s performance, such as technology uptime, ROI, and how long the staff takes to resolve outstanding support tickets on average. These statistics and metrics provide a variety of angles on your IT team to give you a fuller picture. Here are some of the best IT KPI examples, and how and when they’re best employed.