Next: IT Performance Goals
Time to Market
How quickly you are shipping products, systems and changes.
Project Success Rate
The percentage of projects that are deemed a success.
The variance between planned schedule and actual delivery.
Staying on budget including team and project budgets.
Average response time to inquiries, service requests and change requests.
System Response Time
Technical response times such as page load times.
Service Reliability and Availability
The percentage of time a service, system or application is fully up.
The total planned and unplanned downtime of a service, system, application or facility.
Incident Response Time
The initial response time to an incident.
Mean Time Between Failures
How long a system remains incident free.
Mean Time to Repair
How long it takes to restore service after an incident.
Number of Incidents
The number of incidents by severity.
Information Security Incidents
Information security incidents such as data breaches.
SLA Compliance Rate
Number of SLAs that were met as a percentage of total SLAs. Often close to 100% such that this is a bit of a vanity metric.
First Call Resolution
Relates to service desk and the percentage of inquires that are resolved within the first contact.
User Adoption Rate
The percentage of users that use a system, application or feature.
User Satisfaction Rate
User satisfaction with the services you provide.
Customer Satisfaction Rate
Customer satisfaction is a primary performance metric for most customer facing IT services.
The total cost of IT as a percentage of revenue. This is a benchmark that can be compared to other firms in your industry.
The number of changes completed in a month. This can include some measure of change complexity such as story points.
Change Success Rate
The percentage of changes that are successful at launch.
Measures of the total amount of work produced in a month per employee.
Return on Investment
Return on investment for systems, infrastructure, facilities and projects.
Efficiency metrics such as capacity utilization, asset utilization or the energy efficiency of data centers.
The productivity rate of IT employees such as the lines of code per month produced by developers.