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. First Call Resolution Rate Percentage of issues resolved on the first call without escalation
What good looks like for this metric: 70-80%
Ideas to improve this metric Provide comprehensive training for team members Implement a robust knowledge base Utilise remote access tools for rapid solutions Ensure clear communication during ticket handling Optimise ticket categorisation for swift allocations 2. Average Ticket Resolution Time Average time taken to resolve support tickets
What good looks like for this metric: Less than 24 hours
Ideas to improve this metric Enhance prioritisation of critical tickets Streamline internal workflows Employ ticketing software with automation features Offer frequent skill-improving sessions Regularly review ticket handoff processes 3. Customer Satisfaction Score Rating provided by customers after resolution
What good looks like for this metric: Above 90%
Ideas to improve this metric Solicit feedback through post-service surveys Provide personalised support where applicable Encourage proactive follow-ups with customers Analyse feedback data to identify improvement areas Reward team members demonstrating high satisfaction scores 4. Ticket Backlog Number of unresolved tickets over a specified time period
What good looks like for this metric: Less than 10% of total tickets
Ideas to improve this metric Regularly audit ticket queue for overdue items Implement weekly backlog reviews Balance team workload to prevent overloads Develop standard operating procedures for common issues Encourage team accountability for assigned tickets 5. Service Uptime Percentage of time the server environment is operational and available
What good looks like for this metric: 99.9%
Ideas to improve this metric Conduct regular system health checks Implement proactive monitoring systems Establish a thorough disaster recovery plan Schedule routine maintenance during off-peak hours Ensure redundancy for critical systems
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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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1. Annual Sales Volume The total quantity of plastic products sold within a year
What good looks like for this metric: 10,000 MT in 2025, increasing to 50,000 MT by 2035
Ideas to improve this metric Expand market reach through marketing Increase product quality to boost sales Enhance sales team training and incentives Identify and target key industries needing plastic Collaborate with international partners 2. Production Yield The percentage of produced items that meet quality standards
What good looks like for this metric: 95% in 2025, aiming for 99% by 2035
Ideas to improve this metric Implement quality checks at each production phase Invest in modern machinery and technology Train employees on quality control processes Conduct regular maintenance on equipment Incorporate lean manufacturing practices 3. Customer Retention Rate The percentage of customers who continue to buy over time
What good looks like for this metric: 80% in 2025, increasing to 95% by 2035
Ideas to improve this metric Enhance customer service and support Implement a loyalty program Regularly seek customer feedback for improvements Offer personalized deals and discounts Ensure high product quality and consistency 4. Cost per Metric Tonne (MT) The cost incurred to produce one metric tonne of plastic
What good looks like for this metric: 10% reduction by 2026, aiming for 20% reduction by 2035
Ideas to improve this metric Streamline procurement processes Negotiate better deals with suppliers Optimize production scheduling for efficiency Minimize waste during production Utilize energy-efficient machinery 5. Training Hours per Employee The average number of hours each employee spends in training annually
What good looks like for this metric: 20 hours in 2025, increasing to 60 hours by 2035
Ideas to improve this metric Develop a comprehensive training calendar Encourage online and external training sessions Introduce mentorship programs Link training to career development plans Utilize technology for training modules
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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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