What are It Team metrics? Crafting the perfect It 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 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 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. Process Automation Rate Percentage of business processes currently automated compared to the total processes possible
What good looks like for this metric: 20-30%
Ideas to improve this metric Conduct a thorough process audit Identify repetitive manual tasks Leverage robotic process automation tools Invest in staff training for technology adoption Establish clear automation goals 2. Time Saved Through Automation Amount of time saved as a result of implementing automation in business processes
What good looks like for this metric: 10-50% time reduction
Ideas to improve this metric Analyse current process time expenditures Prioritise automation of most time-consuming tasks Collaborate with departments to streamline processes Continuously measure time savings Optimise processes post-automation 3. Cost Reduction Due to Automation Financial savings accrued from reducing manual labour and errors via automation
What good looks like for this metric: 15-30% cost reduction
Ideas to improve this metric Assess cost structures before automation Focus on high-cost processes for automation Use cost-effective automation solutions Regularly evaluate cost savings Scale successful automation projects 4. Error Reduction Rate Decrease in errors in business processes as a result of automation
What good looks like for this metric: 30-70% reduction in errors
Ideas to improve this metric Identify error-prone processes Use high-accuracy automation technologies Implement continuous error monitoring systems Train employees on new automated systems Review error rates regularly to refine processes 5. Employee Satisfaction with Automation Degree to which employees are satisfied with the automation tools and their impact on work
What good looks like for this metric: 70-85% satisfaction rate
Ideas to improve this metric Conduct employee satisfaction surveys Provide comprehensive training sessions Encourage employee feedback on automation tools Create a support system for employees Highlight benefits of automation to employees
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1. Device Compliance Rate Measures the percentage of devices that meet compliance requirements for security standards.
What good looks like for this metric: 95% compliance rate
Ideas to improve this metric Conduct regular compliance audits Update security policies frequently Train employees on compliance requirements Automate compliance checks Use endpoint protection software 2. Threat Detection Time The average time taken to detect a security threat on an end-user device.
What good looks like for this metric: Under 24 hours
Ideas to improve this metric Implement real-time monitoring Utilise AI-powered threat detection tools Regularly update threat databases Conduct regular security tests Enable fast response procedures 3. Patch Management Timeliness The average time taken to apply security patches to end-user devices.
What good looks like for this metric: Within 72 hours
Ideas to improve this metric Automate patch deployment Schedule regular update checks Prioritise critical patches Maintain a patch inventory Verify patch installations regularly 4. Data Encryption Rate The percentage of end-user devices that have encryption enabled for data storage.
What good looks like for this metric: 100% encryption rate
Ideas to improve this metric Enforce encryption policies Provide encryption tools Train users on encryption benefits Audit encryption compliance Utilise full-disk encryption solutions 5. Incident Response Rate Measures the effectiveness and speed of response when a security incident occurs.
What good looks like for this metric: 90% incidents resolved within 48 hours
Ideas to improve this metric Establish a dedicated response team Develop a detailed incident response plan Run regular incident response drills Utilise automated incident detection systems Review response procedures post-incident
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1. Mean Time to Resolve (MTTR) Average time taken to resolve major incidents, calculated from the time the incident is reported until it is fully resolved
What good looks like for this metric: 2-4 hours
Ideas to improve this metric Implement automated incident response tools Conduct regular training for incident response teams Refine incident categorisation and prioritisation processes Establish a dedicated major incident team Analyse past incidents to identify improvement areas 2. Major Incident Recurrence Rate Percentage of major incidents that recur within a specific timeframe after resolution
What good looks like for this metric: Below 5%
Ideas to improve this metric Conduct thorough root cause analysis Implement permanent fixes rather than temporary solutions Regularly review and update the incident management process Enhance collaboration between incident and problem management teams Utilise knowledge management to share solutions and prevent recurrence 3. Incident Resolution Quality Quality of incident resolution measured through stakeholder feedback and post-incident reviews
What good looks like for this metric: Above 90% positive feedback
Ideas to improve this metric Develop a clear incident resolution checklist Provide additional training on customer service skills Standardise post-incident review processes Gather and act on stakeholder feedback Implement continuous improvement initiatives 4. Stakeholder Communication Effectiveness Effectiveness of communication with stakeholders during major incidents, measured through feedback and surveys
What good looks like for this metric: Above 80% satisfaction
Ideas to improve this metric Establish a communication plan template Utilise multiple communication channels Train staff in effective communication techniques Regularly update stakeholders during incidents Review and refine communication strategies based on feedback 5. Incident Detection Time Time taken to detect incidents from the moment they occur to the moment they are identified
What good looks like for this metric: Within 10 minutes
Ideas to improve this metric Implement advanced monitoring and alerting systems Conduct regular audits of detection tools and processes Improve correlation of events and patterns Train staff to recognise potential incidents quickly Increase the frequency of system health checks
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Tracking your It Team metrics Having a plan is one thing, sticking to it is another.
Having a good strategy is only half the effort. You'll increase significantly your chances of success if you commit to a weekly check-in process .
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
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