Conversations from the Mirror42 Team

'Key Performance Indicator' Posts

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.

    KPI Library news: Best rated KPIs in category Project Portfolio

    by Erik Hoffmann on Mar 13th, 2008

    KPI Library News, March 12 2008

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

    * 1- Average deviation of planned ROI of projects in program
    * 2- Deviation of planned hours of work for project/program
    * 3- Cost Schedule Index (CSI)
    * 4- Number of milestones of project/program missed
    * 5- Average deviation of planned duration of projects in program
    * 6- Number of new project/program issues
    * 7- % of projects/programs with missed milestones
    * 8- Average break-even time of projects/programs
    * 9- % of projects receiving Quaility Assurance review
    * 10- Schedule Variance (SV)

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

    Hunting The Elusive CIO Dashboard

    by Erik Hoffmann on Mar 3rd, 2008

    This article from InformationWeek discusses the difficulties and steps in creating CIO dashboards.

    “CSF’s, KPI’s, Metrics, Outcomes and Benefits”

    by Erik Hoffmann on Oct 23rd, 2007

    This article describes the concepts of Critical Succes Factors (CSF’s), Key Performance Indicators (KPI’s), Metrics, and Outcomes & Benefits. It describes these concepts and it includes some examples within the context of IT service management.