Key Performance Indicators (KPIs) are indicators that provide insight into your most important objectives and the extent to which you have achieved them. KPIs can focus on the overall performance of the entire organisation or the ICT organisation, and of individual ICT departments and teams, e.g. Service Desk KPIs. It is important to identify ICT KPIs that determine the direction and goals of teams, boost performance, increase transparency and communicate the value of the ICT department. Make sure your KPIs are measurable, clear and time-bound, so you can compare and evaluate the results. KPIs are most effective when measured against an existing internal or external benchmark. This helps in the targeted formulation of actions for improvement.

While ICT KPIs help you to measure the activities and results of your ICT organisation or department, ICT work is often outsourced to other organisations. Regardless of whether you are a customer or a supplier, it’s highly likely you have a Service Level Agreement (SLA).

An SLA is a document describing the level of service provided by the supplier to the customer. It contains the basis on which that service is measured, for instance response time, availability and achieving agreed deadlines. SLAs are typically used to establish customer-supplier expectations. However, they can also be used to determine the intended quality between the two departments within a single organisation. An SLA may also contain the definition of penalties if expectations are not met.

We see the level of satisfaction and experience with the use of IT as one of the most important KPIs for ICT. Read more about our IT Happiness KPI.