KPI Library
Navigate your organization to excellence with 17,288 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 17,288 KPIs at your fingertips.
$189/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
$189/year

Navigate your organization to excellence with 17,288 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 45 KPIs under IT Service Management
  • 17,288 total KPIs (and growing)
  • 360 total KPI groups
  • 107 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

Types of IT Service Management KPIs

KPIs for managing IT Service Management can be categorized into various KPI types.

Operational Efficiency KPIs

Operational Efficiency KPIs measure how effectively IT services are delivered and managed. These KPIs are crucial for identifying areas where processes can be streamlined to reduce costs and improve service delivery. When selecting these KPIs, ensure they align with your organization's overall operational goals and consider both short-term and long-term impacts. Examples include Incident Resolution Time and Change Success Rate.

Customer Satisfaction KPIs

Customer Satisfaction KPIs assess the end-user experience and satisfaction with IT services. These KPIs are essential for understanding how well IT services meet user expectations and where improvements are needed. Choose KPIs that provide actionable insights and can be directly linked to service improvements. Examples include Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).

Service Quality KPIs

Service Quality KPIs evaluate the reliability and performance of IT services. These KPIs help ensure that services are delivered at the agreed-upon quality levels and identify areas for improvement. Focus on KPIs that measure both the technical performance and the user experience. Examples include Service Uptime and Mean Time Between Failures (MTBF).

Financial Performance KPIs

Financial Performance KPIs track the cost-effectiveness and financial impact of IT services. These KPIs are vital for managing budgets, reducing costs, and demonstrating the value of IT services to stakeholders. Select KPIs that provide a clear picture of financial performance and can be used to make informed budgetary decisions. Examples include Cost Per Ticket and Return on Investment (ROI).

Compliance and Risk Management KPIs

Compliance and Risk Management KPIs monitor adherence to regulatory requirements and the effectiveness of risk management strategies. These KPIs are critical for ensuring that IT services comply with legal standards and mitigate potential risks. Prioritize KPIs that highlight areas of non-compliance and potential vulnerabilities. Examples include Compliance Rate and Security Incident Frequency.

Acquiring and Analyzing IT Service Management KPI Data

Organizations typically rely on a mix of internal and external sources to gather data for IT Service Management KPIs. Internal sources include IT service management tools like ServiceNow, BMC Remedy, and Jira, which provide detailed analytics on metrics such as Incident Resolution Time and Service Uptime. External sources, such as industry benchmarks and reports from consulting firms like Gartner and Forrester, offer valuable insights for comparing performance against peers.

Once data is acquired, the next step is to analyze it effectively. According to a report by Gartner, organizations that leverage advanced analytics tools can improve their IT service performance by up to 30%. Utilize data visualization tools like Tableau or Power BI to create dashboards that offer real-time insights into KPI performance. These tools help identify trends, anomalies, and areas for improvement quickly.

Advanced analytics techniques, such as predictive analytics and machine learning, can also be employed to forecast future performance and identify potential issues before they escalate. For instance, predictive analytics can help anticipate spikes in service demand, allowing for proactive resource allocation. A study by McKinsey found that organizations using predictive analytics in IT service management saw a 20% reduction in incident resolution times.

Regularly review and update your KPIs to ensure they remain aligned with your organization's evolving goals and industry standards. Engage stakeholders in the KPI selection and review process to ensure buy-in and relevance. Continuous improvement should be the mantra; use insights gained from KPI analysis to drive iterative enhancements in IT service management practices.

KPI Library
$189/year

Navigate your organization to excellence with 17,288 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 45 KPIs under IT Service Management
  • 17,288 total KPIs (and growing)
  • 360 total KPI groups
  • 107 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.

FAQs on IT Service Management KPIs

What are the most important KPIs for IT Service Management?

The most important KPIs for IT Service Management include Incident Resolution Time, Customer Satisfaction Score (CSAT), Service Uptime, Cost Per Ticket, and Compliance Rate. These KPIs provide a comprehensive view of operational efficiency, customer satisfaction, service quality, financial performance, and compliance.

How do I select the right KPIs for my IT Service Management?

Select KPIs that align with your organization's strategic goals and address key areas of IT service delivery. Engage stakeholders in the selection process and ensure the KPIs are actionable and measurable. Regularly review and update KPIs to keep them relevant.

What tools can I use to track IT Service Management KPIs?

Common tools for tracking IT Service Management KPIs include ServiceNow, BMC Remedy, Jira, Tableau, and Power BI. These tools offer robust analytics and visualization capabilities to help you monitor and analyze KPI performance in real-time.

How often should I review my IT Service Management KPIs?

Review your IT Service Management KPIs at least quarterly to ensure they remain aligned with your organization's goals and industry standards. Regular reviews help identify trends, areas for improvement, and ensure continuous alignment with business objectives.

What are some common pitfalls when managing IT Service Management KPIs?

Common pitfalls include selecting too many KPIs, focusing on metrics that are not actionable, and failing to align KPIs with strategic goals. Avoid these pitfalls by prioritizing a few key KPIs that provide the most value and regularly reviewing their relevance.

How can I improve my IT Service Management KPI performance?

Improve KPI performance by leveraging advanced analytics, engaging stakeholders in continuous improvement initiatives, and regularly reviewing and updating your KPIs. Use insights from KPI analysis to drive process improvements and enhance service delivery.

What is the role of predictive analytics in IT Service Management KPIs?

Predictive analytics can forecast future performance and identify potential issues before they escalate, allowing for proactive management. Organizations using predictive analytics in IT service management have seen significant improvements in incident resolution times and service quality.

How do I benchmark my IT Service Management KPIs against industry standards?

Benchmark your KPIs against industry standards by leveraging reports and benchmarks from consulting firms like Gartner, Forrester, and McKinsey. These benchmarks provide valuable insights into how your organization compares to peers and identify areas for improvement.

KPI Library
$189/year

Navigate your organization to excellence with 17,288 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 45 KPIs under IT Service Management
  • 17,288 total KPIs (and growing)
  • 360 total KPI groups
  • 107 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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