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Information Technology Key Performance Indicators

Information Technology Key Performance Indicators

Click on any group within the Information Technology department to view its KPIs:

Application Development and Maintenance

Application uptime

The availability of the applications developed and maintained by the team. High application uptime indicates that the team is proactive in addressing issues and ensuring that the applications are running optimally.

Cycle time for software development

The time it takes for the application development team to complete a software development project. The shorter the cycle time, the more efficient the team is.

Defect density

The number of defects in the software development process. A lower defect density indicates a higher quality product.

Time to resolve issues

The time it takes to resolve issues with the applications. The shorter the time to resolution, the better the team is at addressing issues quickly and efficiently.

User satisfaction

How satisfied users are with the applications developed and maintained by the team. High user satisfaction indicates that the team is meeting the needs of the business and delivering high-quality applications that are user-friendly.

Data Management and Analytics

Data accuracy rate

The percentage of data that is accurate and error-free. It reflects the quality of the data and the effectiveness of data management processes.

Data completeness rate

The percentage of data that is complete and not missing any critical information. It helps ensure that data is reliable and can be used for analysis and decision-making.

Data processing time

The time it takes to process data from different sources and make it available for analysis. It helps identify bottlenecks and inefficiencies in data management processes.

Data quality score

The overall quality of data by assessing factors such as accuracy, completeness, consistency, and timeliness. It provides an overall picture of the effectiveness of data management processes.

Data usage rate

The percentage of data that is being used for analysis and decision-making. It helps identify areas where data is underutilized and opportunities for improvement.

Mean time to resolve data issues

The time it takes to identify and resolve data issues. It helps ensure that data is reliable and available when needed.

Percentage of data governed

The percentage of data that is governed by policies and procedures. It helps ensure that data is managed effectively and in compliance with regulations and standards.

Query response time

The time it takes to retrieve data in response to queries from users. It helps ensure that data is available in a timely manner to support decision-making.

User adoption rate

The percentage of users who are actively using data analytics tools and platforms. It helps identify areas where user training and support may be needed.

Volume of data processed

The amount of data that is processed and stored in the data management system. It helps identify trends in data growth and capacity needs.

Enterprise Architecture

Architecture compliance rate

The percentage of projects that comply with the company’s enterprise architecture standards and guidelines. A high compliance rate indicates that the group’s standards are being followed, which can lead to greater efficiency and consistency in technology solutions across the organization.

Business capability maturity index

The level of maturity of the company’s business capabilities, which are supported by technology solutions. A higher maturity level indicates that the enterprise architecture group is successfully aligning technology solutions with business needs, which can improve organizational agility and competitiveness.

Enterprise architecture roadmap completion rate

The percentage of projects that have been completed according to the enterprise architecture roadmap. A high completion rate indicates that the group is successfully executing on its strategic plans, which can lead to greater alignment between technology and business goals.

Enterprise-wide technology standardization

The extent to which technology solutions are standardized across the organization. A high degree of standardization can lead to greater efficiency and consistency, as well as easier integration of technology solutions.

Technology innovation index

The level of innovation in technology solutions developed by the enterprise architecture group. A high innovation index can indicate that the group is successfully driving technology transformation and bringing new ideas and solutions to the organization.

Information Security

Data loss prevention

The effectiveness of data loss prevention measures, including the percentage of data loss incidents that are prevented and the percentage of data that is encrypted to protect against unauthorized access. A high rate of data loss prevention indicates strong security measures and a low risk of data breaches.

Network security breach rate

The frequency of security breaches on the company’s network. A low breach rate indicates strong security measures and a low risk of data loss or unauthorized access.

Security audit pass rate

The percentage of security audits that the company passes. A high pass rate indicates strong security controls and compliance with industry standards and regulations.

Security budget utilization

The percentage of the security budget that is used effectively, including the cost-effectiveness of security measures and the return on investment in security technologies.

Security incident response time

The time it takes to respond to and resolve security incidents, such as malware outbreaks or data breaches. A shorter response time can minimize the impact of an incident and reduce the risk of further damage.

Security patch deployment rate

The speed and effectiveness of deploying security patches to fix vulnerabilities in the company’s systems. A high deployment rate indicates strong security management and a proactive approach to risk mitigation.

Security policy compliance rate

The percentage of employees who are following the company’s security policies, such as regularly updating their passwords and not sharing sensitive information. A high compliance rate indicates strong security culture within the organization.

Security risk assessment completion rate

The percentage of security risk assessments that are completed on time. Regular risk assessments are important for identifying and addressing potential vulnerabilities in the company’s systems and processes.

Security training completion rate

The percentage of employees who have completed required security training, such as data protection or cybersecurity awareness training. A high completion rate indicates a commitment to security within the organization.

User account management

The effectiveness of user account management, including the percentage of inactive accounts that are deactivated and the percentage of accounts with strong passwords. Good user account management can help prevent unauthorized access to the company’s systems.

IT Governance and Compliance

Compliance score

The percentage of compliance requirements met by the organization, including legal and regulatory obligations, internal policies, and industry standards.

Incident response time

The average time taken by the IT Governance and Compliance team to respond to and resolve incidents related to security and compliance breaches.

IT audit findings

The number of audit findings related to IT governance and compliance, indicating the effectiveness of internal controls and processes.

Risk assessment coverage

The percentage of critical systems and processes that have undergone a risk assessment to identify potential vulnerabilities and mitigate risks.

Training and awareness

The effectiveness of training and awareness programs designed to educate employees about IT governance and compliance policies and procedures.

IT Service Management

Customer satisfaction

The satisfaction of users with IT services. This can be measured through surveys or other feedback mechanisms. A higher satisfaction score indicates that IT is meeting the needs of its users.

First call resolution rate

The percentage of incidents that are resolved during the initial call or contact with IT. A higher first call resolution rate indicates that IT is able to effectively troubleshoot and resolve user issues.

Incident resolution time

The average time it takes for IT Service Management to resolve incidents reported by users. A lower resolution time indicates that IT is able to quickly address and resolve user issues.

Mean time between failures (MTBF)

The average time between service failures. A higher MTBF indicates that IT services are reliable and require less frequent maintenance or repair.

Service availability

The percentage of time that IT services are available to users. Higher availability indicates that IT is able to provide uninterrupted service to users.

Networking

Network availability

The percentage of time that the company’s network is available for use. A high availability rate indicates reliable and stable networking infrastructure.

Network budget utilization

The percentage of the networking budget that is used effectively, including the cost-effectiveness of networking investments and the return on investment in networking technologies.

Network capacity utilization

The percentage of the company’s network capacity that is being used at any given time. A high utilization rate may indicate a need to upgrade the network to handle increased demand.

Network configuration accuracy

The percentage of network configurations that are accurate and complete, with no errors or missing information. A high accuracy rate indicates good attention to detail and efficient management of the network.

Network documentation accuracy

The accuracy and completeness of the company’s documentation for its network, including diagrams, configuration details, and maintenance records. Accurate documentation is important for efficient network management and troubleshooting.

Network performance

The speed and efficiency of the company’s network, including factors such as response time and data transfer rates.

Network security

The effectiveness of the company’s network security measures, including the frequency of security breaches and the speed of responding to and resolving security incidents.

Network troubleshooting speed

The time it takes to diagnose and fix issues with the company’s network. A shorter troubleshooting time indicates more efficient resolution of problems.

Network upgrade speed

The time it takes to upgrade the company’s network, including installing new hardware or software. A shorter upgrade time indicates efficient management of network updates.

Network vendor performance

The overall performance of the company’s networking vendors, including factors such as delivery speed, quality of products or services, and responsiveness to requests.

Software Engineering and Quality Assurance

Code coverage

The percentage of code covered by automated tests. It helps ensure that software changes are tested thoroughly and can provide insight into the quality of the testing process.

Customer satisfaction

Customer satisfaction with the quality of the software product. It provides insight into the success of the development process in meeting customer needs and expectations.

Cycle time

The time it takes to complete a development cycle, from the initial requirements gathering to the release of the finished product. It provides insight into the team’s efficiency and can help identify bottlenecks in the development process.

Defect density

The number of defects found in software development per thousand lines of code. It provides insight into the quality of the code being produced and helps identify areas for improvement.

Time to resolve defects

The time it takes to resolve defects found during testing. It provides insight into the team’s ability to address issues quickly and efficiently.

User Support and Training

Average Handling Time (AHT)

The average time it takes to resolve a support ticket or call, from initial contact to resolution.

First Contact Resolution (FCR) rate

The percentage of support tickets or calls resolved on the first contact with the user.

Knowledge base accuracy rate

The accuracy of the information provided in the knowledge base, which is used to support users with self-service options.

Number of training sessions conducted

The number of training sessions provided to users, which indicates the level of user adoption and engagement.

User satisfaction score

The satisfaction of users with the support and training services provided.