Conversations from the Mirror42 Team

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, 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.

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

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.