Measuring the performance of your IT strategy is essential to assess its effectiveness and determine whether it is achieving set objectives. We recommend measuring performance with key performance indicators that provide relevant and quantifiable data.
The importance of measuring IT strategy performance
Assessing the performance of your IT strategy helps your company understand if it’s on the right track to achieve its goals. It also provides visibility into the effectiveness of your IT investments. Without regular evaluation, it is difficult to know if your IT strategy is going to plan and if adjustments are needed to optimize results.
Key performance indicators (KPIs) in IT
The use of key performance indicators (KPIs) is essential to measure the performance of an IT strategy. Here are some of the most commonly used KPIs:
1. Average incident resolution time
Mean incident resolution time is an indicator that measures how quickly IT issues are resolved. It can be measured by calculating the average time it takes to resolve an incident from detection to full resolution.
2. System availability
System availability measures the period during which IT services are available to end users. This is an essential indicator for evaluating the quality of service provided and identifying possible availability problems.
3. User satisfaction rate
The user satisfaction rate is a subjective indicator measuring end-user satisfaction with the quality of IT service. It can be measured using surveys or user feedback.
4. Number of support requests processed
This KPI counts the total number of support requests handled by the IT team. It can help assess team workload and identify support request trends.
5. Average response time to support requests
This metric measures the average time it takes to respond to user support requests. It helps to assess the effectiveness of the IT team in solving problems and in providing support to users.
6. Total Cost of Ownership (TCO)
TCO assesses the total costs associated with owning and managing IT infrastructure. It may include costs related to the purchase of hardware, software, licenses, maintenance, etc.
Performance monitoring through dashboards
To measure and visualize the performance of an IT strategy, it is common to use dashboards. These tools make it possible to group together the various key performance indicators and present them in a clear and understandable way.
These charts allow decision-makers and managers to easily track results and take appropriate action. Typically, dashboards include graphs, charts, and visual indicators. They can also include interactive features, such as filters and grouping options, to explore the data in more detail.
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