Top 10 KPIs in category IT management

by Erik Hoffmann on Mar 31st, 2008

KPI Library News, January 31 2008

The best rated KPIs in the category ‘IT Management’ as rated by our users are as follows:

1- [4] % of service requests posted via web (self-help)

2- [3] Cost of service delivery

3- [5] Critical-time outage

4- [2] % of first-line resolution of service requests

5- [6] % of overdue incidents

6- [9] % of inaccurate CIs

7- [8] % of incidents not solved in-time due to inaccurate configuration data

8- [7] % of escalated service requests

9- [new] Number of untested releases

10- [new] % of IT time associated to IT investment

Within the brackets we have included the previous position of this rating. KPIs that were previously in the top 10 but have dropped out are:

% of outage due to changes (planned unavailability)

% of service requests resolved within an agreed-upon period of time

If you would like to contribute KPIs or rate KPIs in the library, please join us.

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