Key Performance Indicators (KPI) in IT Environment

[keres]

Hi,
I need some examples of KPIs in IT. Is there anybody with experiance in this area?

Thank you! Happy new year!

[harry]

You can get some ideas and examples here: Performance indicator

IT

* Availability
* Mean Time Between Failure
* Mean Time to Repair
* Unplanned Availability

[samsung]

In Reply to Parent Post by keres

Hi,
I need some examples of KPIs in IT. Is there anybody with experiance in this area?

Thank you! Happy new year!

Though I don't have much experience in IT but I can let you know few of the indicators that our IT people monitor.

1. Uptime of SAp data center : target - 97% uptime (this is related to business continuity)

2. WAN uptime: Target - 97%

They have few more that I can't recall right now but will let you know if it's relevant to your question.

Hope this helps upto some extent.

[Bev D]

You should also have KPIs regarding new or revised software. I would move away from simple indicators of timliness without also including quality and cost KPIs. Immature IT development functions can drive to meeting the timeline without regard to the quality of the software or the cost (throwing headcount and hours at a 'late' project.

KPIs should start back at the requirements stage.

[Helmut Jilling]

In Reply to Parent Post by samsung

Though I don't have much experience in IT but I can let you know few of the indicators that our IT people monitor.

1. Uptime of SAp data center : target - 97% uptime (this is related to business continuity)

2. WAN uptime: Target - 97%

They have few more that I can't recall right now but will let you know if it's relevant to your question.

Hope this helps upto some extent.

Target equals 97%? Are you serious? I think 3% downtime would put some companies out of business. Software costing 100 million $$ should be much higher than that, I would think.

[Helmut Jilling]

In Reply to Parent Post by Bev D

You should also have KPIs regarding new or revised software. I would move away from simple indicators of timliness without also including quality and cost KPIs. Immature IT development functions can drive to meeting the timeline without regard to the quality of the software or the cost (throwing headcount and hours at a 'late' project.

KPIs should start back at the requirements stage.

I agree with bev, but you can track Quality, etc. in several metrics.

Look at timeliness of response, uptime, number of tickets, etc. But, metrics should be designed to reflect your performance from the customers' points of view. It should be based on the criteria you defined in cl 4.1.c.

One KPI I recommend is a way to monitor the degree of computer skill of the users. They often have only basic skills that could be easily enhanced with little cost. resulting in time savings and better results.

[Duke Okes]

It depends on what aspect of IT you're talking about.

- Hardware development?
- Software development
- System architecture?
- LAN support?
- ...

[Freddiem11]

Keep in mind that IT system Ao (operational availability) is relative to the allowable maintenance window. Here's one way of defining the target:

The total downtime tolerable is 120 hours per year (2 routine hours per week plus four 4 hour unexpected outages). Consequently, the total operational uptime targeted for the system is 8,640 (8,760 – 120 = 8,640) hours per year. The required operational availability is the total operational uptime targeted (8,640 hours) divided by the total time (8,760 hours), therefore the system shall maintain a minimum operational availability of 98.6%

In general, the higher the availability requirement, the more cost. Usually not an area for improvement unless the minimal threshold isn't being met. In that case, it's actually a corrective action on a missed requirement. Check the spec!