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KPI Library
Navigate your organization to excellence with 15,468 KPIs at your fingertips.




Why use the KPI Library?

Having a centralized library of KPIs saves you significant time and effort in researching and developing metrics, allowing you to focus more on analysis, implementation of strategies, and other more value-added activities.

This vast range of KPIs across various industries and functions offers the flexibility to tailor Performance Management and Measurement to the unique aspects of your organization, ensuring more precise monitoring and management.

Each KPI in the KPI Library includes 12 attributes:

  • KPI definition
  • Potential business insights [?]
  • Measurement approach/process [?]
  • Standard formula [?]
  • Trend analysis [?]
  • Diagnostic questions [?]
  • Actionable tips [?]
  • Visualization suggestions [?]
  • Risk warnings [?]
  • Tools & technologies [?]
  • Integration points [?]
  • Change impact [?]
It is designed to enhance Strategic Decision Making and Performance Management for executives and business leaders. Our KPI Library serves as a resource for identifying, understanding, and maintaining relevant competitive performance metrics.

Need KPIs for a function not listed? Email us at support@flevy.com.


We have 45 KPIs on IT Service Management in our database. KPIs are crucial in IT Service Management because they provide measurable values that reflect the performance and health of various IT services. By monitoring these indicators, organizations can gain insights into how effectively their IT services are supporting business objectives and user needs.

They enable IT teams to identify areas that require improvement, optimize processes, and align services with strategic goals. KPIs also facilitate communication with stakeholders by offering clear, quantifiable data that can justify investments and demonstrate value. Moreover, they can help predict potential service disruptions, allowing for proactive management and minimizing downtime, which is essential for maintaining business continuity and enhancing customer satisfaction. In summary, KPIs are indispensable tools for continuous improvement and accountability within IT Service Management.

  Navigate your organization to excellence with 15,468 KPIs at your fingertips.
$99/year
KPI Definition Business Insights [?] Measurement Approach Standard Formula
Asset Utilization Rate

More Details

The degree to which IT assets are being used relative to their potential. Helps in understanding the efficiency of asset allocation and usage within IT services. Tracks the proportion of total assets actively being used to generate value, as opposed to underused or idle assets. (Total Active Assets / Total Available Assets) * 100
Availability of Key Services

More Details

The percentage of time that key IT services are available and operational. Provides insight into the reliability and robustness of essential IT services. Measures the percentage of time that critical services are fully operational and available to users. (Total Uptime of Key Services / Total Time) * 100
Average Cost of Downtime

More Details

The average cost incurred by the organization for each minute of IT service downtime. Reveals the financial impact of service interruptions, emphasizing the importance of system reliability. Accounts for lost revenue, productivity, and recovery costs associated with service outages. Total Downtime Cost / Total Number of Outages
KPI Library
$99/year

Navigate your organization to excellence with 15,468 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 45 KPIs under IT Service Management
  • 15,468 total KPIs (and growing)
  • 328 total KPI groups
  • 75 industry-specific KPI groups
  • 12 attributes per KPI
  • Full access (no viewing limits or restrictions)

FlevyPro and Stream subscribers also receive access to the KPI Library. You can login to Flevy here.

Average Handle Time (AHT)

More Details

The average amount of time taken by IT support staff to handle a ticket or incident from start to finish. Indicates the efficiency of service desk agents and can highlight areas for process improvement. Includes the total duration of the interaction, hold time, and follow-up related to IT service requests or incidents. (Total Talk Time + Total Hold Time + Total Follow-Up Time) / Total Number of Calls
Capacity Utilization Rate

More Details

The extent to which IT capacity meets current and future demands. Highlights how effectively IT resources are being used and can indicate when scaling is necessary. Measures the percentage of computing or service capacity that is being utilized compared to total available capacity. (Total Used Capacity / Total Available Capacity) * 100
Change Failure Rate

More Details

The percentage of changes that fail and cause an incident or a degradation of service after being applied to the live environment. Assesses the quality and success of change management processes. Tracks the percentage of changes that lead to failures in the IT environment. (Number of Failed Changes / Total Number of Changes) * 100

In selecting the most appropriate IT Service Management KPIs from our KPI Library for your organizational situation, keep in mind the following guiding principles:

  • Relevance: Choose KPIs that are closely linked to your Information Technology objectives and IT Service Management-level goals. If a KPI doesn't give you insight into your business objectives, it might not be relevant.
  • Actionability: The best KPIs are those that provide data that you can act upon. If you can't change your strategy based on the KPI, it might not be practical.
  • Clarity: Ensure that each KPI is clear and understandable to all stakeholders. If people can't interpret the KPI easily, it won't be effective.
  • Timeliness: Select KPIs that provide timely data so that you can make decisions based on the most current information available.
  • Benchmarking: Choose KPIs that allow you to compare your IT Service Management performance against industry standards or competitors.
  • Data Quality: The KPIs should be based on reliable and accurate data. If the data quality is poor, the KPIs will be misleading.
  • Balance: It's important to have a balanced set of KPIs that cover different aspects of the organization—e.g. financial, customer, process, learning, and growth perspectives.
  • Review Cycle: Select KPIs that can be reviewed and revised regularly. As your organization and the external environment change, so too should your KPIs.

It is also important to remember that the only constant is change—strategies evolve, markets experience disruptions, and organizational environments also change over time. Thus, in an ever-evolving business landscape, what was relevant yesterday may not be today, and this principle applies directly to KPIs. We should follow these guiding principles to ensure our KPIs are maintained properly:

  • Scheduled Reviews: Establish a regular schedule (e.g. quarterly or biannually) for reviewing your IT Service Management KPIs. These reviews should be ingrained as a standard part of the business cycle, ensuring that KPIs are continually aligned with current business objectives and market conditions.
  • Inclusion of Cross-Functional Teams: Involve representatives from outside of IT Service Management in the review process. This ensures that the KPIs are examined from multiple perspectives, encompassing the full scope of the business and its environment. Diverse input can highlight unforeseen impacts or opportunities that might be overlooked by a single department.
  • Analysis of Historical Data Trends: During reviews, analyze historical data trends to determine the accuracy and relevance of each KPI. This analysis can reveal whether KPIs are consistently providing valuable insights and driving the intended actions, or if they have become outdated or less impactful.
  • Consideration of External Changes: Factor in external changes such as market shifts, economic fluctuations, technological advancements, and competitive landscape changes. KPIs must be dynamic enough to reflect these external factors, which can significantly influence business operations and strategy.
  • Alignment with Strategic Shifts: As organizational strategies evolve, evaluate the impact on Information Technology and IT Service Management. Consider whether the IT Service Management KPIs need to be adjusted to remain aligned with new directions. This may involve adding new IT Service Management KPIs, phasing out ones that are no longer relevant, or modifying existing ones to better reflect the current strategic focus.
  • Feedback Mechanisms: Implement a feedback mechanism where employees can report challenges and observations related to KPIs. Frontline insights are crucial as they can provide real-world feedback on the practicality and impact of KPIs.
  • Technology and Tools for Real-Time Analysis: Utilize advanced analytics tools and business intelligence software that can provide real-time data and predictive analytics. This technology aids in quicker identification of trends and potential areas for KPI adjustment.
  • Documentation and Communication: Ensure that any changes to the IT Service Management KPIs are well-documented and communicated across the organization. This maintains clarity and ensures that all team members are working towards the same objectives with a clear understanding of what needs to be measured and why.

By systematically reviewing and adjusting our IT Service Management KPIs, we can ensure that your organization's decision-making is always supported by the most relevant and actionable data, keeping the organization agile and aligned with its evolving strategic objectives.

KPI Library
$99/year

Navigate your organization to excellence with 15,468 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 45 KPIs under IT Service Management
  • 15,468 total KPIs (and growing)
  • 328 total KPI groups
  • 75 industry-specific KPI groups
  • 12 attributes per KPI
  • Full access (no viewing limits or restrictions)

FlevyPro and Stream subscribers also receive access to the KPI Library. You can login to Flevy here.




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