Measuring the solutions provided by an IT department should help show their effectiveness and help you discover metrics that can be improved.
- Server Downtime: Measuring server downtime is one of the top IT KPI examples if your company is offering a service where staying online is essential. Using this metric can help you understand when it may be the best time to reboot, update, or maintain your hardware’s infrastructure. An overabundance of downtime could affect your reputation and the reviews of your services.
- The number of Critical Bugs: Keeping this metric low has many advantages as it’s another one of the IT KPI examples that can negatively affect your brand. Over time, you can determine if your company is having an increase in critical bugs, requiring you to dig deeper into any underlying causes.
- Average Time to Repair: Having an unexpected event can turn off customers if it lasts for an extended period. Getting repairs done quickly to help ensure your system is up and running as fast as possible will alleviate having too many disgruntled customers. Evaluating this area may make you realize you need to assign more of your IT technicians to handle repairs.
- IT Devices Not Up to Date: Setting up KPIs for IT department security is usually vital if you want to do everything you can to ensure that hackers don’t access your system. Staying one step ahead of them by measuring your security procedures should help provide the updates you need to remain safe, especially if you’re involved in the healthcare or financial space.
- Unsolved Tickets Per Employee: Measuring individual employee performance by examining unsolved tickets indicates issues that need further communication and can help show if an employee needs more training. Using this metric to spark competition and reveal where everyone stands may be a positive way to help solve tickets and increase efficiency. It can also help show the needs of your customers or expose a lack of training.