What are It Support Team metrics? Crafting the perfect It Support Team metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.
Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.
Find It Support Team metrics with AI While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Examples of It Support Team metrics and KPIs 1. Incident Response Time The average time it takes for the IT department to respond to an incident after it is reported.
What good looks like for this metric: 30 minutes to 1 hour
Ideas to improve this metric Implement automated alert systems Conduct regular training sessions Set up a 24/7 support team Streamline incident escalation processes Utilise incident management tools 2. First Contact Resolution Rate The percentage of IT issues resolved during the first contact with the user.
What good looks like for this metric: 70% to 80%
Ideas to improve this metric Enhance self-service tools and resources Improve knowledge base quality Conduct specialised training for support staff Implement a feedback loop for continuous improvement Use advanced diagnostic tools 3. System Uptime The percentage of time that IT systems are operational and available for use.
What good looks like for this metric: 99% to 99.9%
Ideas to improve this metric Regularly update and patch systems Implement high availability solutions Conduct regular system monitoring Perform routine maintenance checks Use redundant systems 4. User Satisfaction Score The average satisfaction rating given by users after IT services are provided.
What good looks like for this metric: 4.0 to 4.5 out of 5
Ideas to improve this metric Offer regular customer service training Obtain user feedback and act on it Enhance communication channels Implement a user-friendly ticketing system Provide regular updates to users 5. Mean Time to Repair (MTTR) The average time taken to fully repair an IT issue after it is reported.
What good looks like for this metric: 2 to 4 hours
Ideas to improve this metric Improve diagnostic procedures Use automated repair tools Maintain an updated inventory of spare parts Enhance collaboration between IT teams Conduct thorough post-incident reviews
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1. Incident Response Time The average time taken by the team to respond to reported incidents
What good looks like for this metric: Less than 30 minutes
Ideas to improve this metric Implement automated alert systems Conduct regular training on incident management Set clear response time goals Prioritise incidents based on severity Review and analyse past response times for improvement 2. System Uptime The percentage of time systems are operational and available
What good looks like for this metric: 99.9% or above
Ideas to improve this metric Conduct regular system maintenance Implement redundancy solutions Perform load testing to understand capacity Monitor system health in real-time Establish a disaster recovery plan 3. User Satisfaction Score Survey score given by users based on their satisfaction with team support
What good looks like for this metric: 8 out of 10 or higher
Ideas to improve this metric Regularly survey users to gather feedback Implement a user-friendly ticketing system Ensure timely updates to users Provide training in customer service skills Analyse feedback and address common issues 4. Ticket Resolution Rate The percentage of tickets resolved within the agreed service level agreement (SLA)
What good looks like for this metric: 95% or higher
Ideas to improve this metric Establish clear SLAs for ticket resolution Use ticketing software to prioritise workload Encourage team collaboration on complex issues Track pending tickets and address bottlenecks Hold regular reviews on ticket performance 5. Change Success Rate The percentage of system changes that are successfully implemented without causing incidents
What good looks like for this metric: 90% or higher
Ideas to improve this metric Establish a change management process Conduct risk assessments before changes Communicate changes to all stakeholders Provide training on implementing changes Review and learn from failed changes
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1. System Uptime The percentage of time the infrastructure is operational and accessible to users.
What good looks like for this metric: 99.9%
Ideas to improve this metric Implement redundancy systems Perform regular maintenance checks Upgrade hardware components Monitor using advanced tools Develop a disaster recovery plan 2. Service Response Time The average time taken to respond to service requests or queries from users.
What good looks like for this metric: Less than 3 seconds
Ideas to improve this metric Optimise server configurations Use load balancing techniques Increase bandwidth availability Implement caching strategies Enhance database management 3. User Satisfaction Score A measure of user satisfaction collected through surveys and feedback forms.
What good looks like for this metric: Above 85%
Ideas to improve this metric Conduct regular user feedback sessions Implement a user-friendly interface Deliver consistent customer support Analyse feedback for improvements Introduce regular updates based on suggestions 4. Innovation Adoption Rate The percentage of new features or innovations adopted by users over time.
What good looks like for this metric: Above 60%
Ideas to improve this metric Promote new features actively Provide training sessions for users Offer incentives for early adoption Simplify the onboarding process Use user testimonials to encourage uptake 5. Incident Resolution Time The average time taken to resolve incidents or issues reported within the infrastructure.
What good looks like for this metric: Under 4 hours
Ideas to improve this metric Maintain a knowledgeable support team Use automated incident detection Streamline the issue escalation process Maintain a robust incident management tool Review and refine resolution procedures
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Tracking your It Support Team metrics Having a plan is one thing, sticking to it is another.
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
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Planning resources OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:
Tability's check-ins will save you hours and increase transparency
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