According to our KPI Library community members the following KPI categories have the highest priority.
1. Service levels
KPIs may be used to measure (quality of) service levels of IT services such as network, applications, storage, email, etc. Examples of service levels are availability, performance, service failures, customer satisfaction, and (customer) support levels.
2. Finance
KPIs may be used to measure and monitor the financials of IT. Examples of finacial KPIs are costs of support, cost of units of IT services, cost of innovation, budget variances, Return on Investment (ROI), and asset value.
3. Maintenance and support
KPIs may be used to measure and monitor work related to keep existing IT services running as required by the business. Examples of KPIs in this category are workload (on e.g. incidents and changes), size of overdue work, and size of to-do queues.
4. Innovation
KPIs may be used to monitor IT innovation i.e. the delivery of new services in programs and projects . Examples of KPIs are budget and time variances, Return on Investment and Net Present Value, and resource utilization.
5. Security
KPIs may be used to measure IT security based on KPI such as detected intrusions and attacks, cost of patch management, latency in virus and spyware updates, and stopped and unstopped email spam.
6. Business to IT benchmarks
KPIs may be used to measure and benchmark business to IT ratios such as percentage of IT Budget to Total Revenues, percentage of outsourced labor and percentage of IT time invested in investment/innovation.
7. Human resources
KPIs may be used to manage the human capital in IT. Examples of KPIs in this category are average time and costs to recruit, absence rate, employee satisfaction, percentage of overtime and staff turnover.
8. (Out)sourcing
KPIs may be used to manage and control (out)sourcing based on costs, service levels, customer/supplier satisfaction.
9. Software development and quality assurance
KPIs may be used to measure quality of software development. Examples of KPIs in this category are number of defects in production, percentage of overdue software requirements, and percentage of work used for fixing bugs.
10. Compliancy
KPIs may be used to control compliance for e.g. Sarbanes Oxley and ISO 27002 (information security). KPIs in this category are used to verify compliance.”
This top 10 was brought to you by Mirror42 with usage data taken from KPI Library
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