Performance indicators: how to apply them in IT management?

In all companies, it is necessary to know how to apply appropriate management so that important indicators can be analyzed. In all administrative processes of companies in the most varied segments, performance indicators serve as monitoring of what is being done, produced, sold, etc.

From the moment performance analysis begins, it is possible to notice that this strategy is very important to determine whether the company is achieving the desired results.

If there is no monitoring of the company's results, some actions need to be taken, and among them is the correct application of precise indicators.

Therefore, reversing the scenario by following strategies that are easy to understand, but require a lot of concentration and planning, is a great way to get started.

IT performance indicators – KPI

When analyzing performance indicators in IT management, it is necessary to pay attention to the KPI. For greater understanding, KPI is the acronym for Key Performance Indicator which, in free translation, means Key Performance Indicator.

In short, it is used to measure the effectiveness of a certain department within the IT area. Therefore, every KPI needs to be suitable for the corporation’s field of activity. Therefore, the Key Performance Indicator needs to be aligned with:

Area of activity;



Thus, within IT, the KPI will be related to the market in which the company operates, its interests and achievement of objectives, always using strategies to achieve this. In conclusion, he will evaluate the company's process within its field of activity and work to achieve the necessary results.

Even though it may seem a little confusing, starting to use great KPIs will offer advantages such as:

Making accurate decisions;

Act based on data;

Thorough analysis of data in general;

Continuous evolution.

The main performance indicators within IT

Even though KPIs are very important instruments to help the manager increase the company's relevance, be aware that they can always vary depending on the corporation's field of activity. Therefore, when the subject is focused on the IT area, the main indicators are:

1. TMA

The Average Service Time, or AMR, is directly related to the team's ability to provide the necessary support in a reasonably agile period of time. When the manager notices a delay beyond normal, it is necessary to check the reasons.

Although many locations have agile IT teams, there may be times when it is necessary to hire more employees to improve and guarantee above-average performance.

2. Systems

Each and every company, regardless of its area of activity, needs a system that works satisfactorily and with the necessary speed and fluidity. One of the biggest problems is the downfall of servers and systems infrastructure that cannot support IT demand.

This harms the team's productivity and causes large financial losses. Ideally, there should be an appropriate availability index for each company. If possible, you can even consider implementing more agile techniques and systems.

In short, it is possible to see that many customers need support and spend a long time on hold to get decent support. However, they end up giving up or having their business harmed due to inefficient and time-consuming systems.

As a result, you should opt for lightweight, practical systems that can help employees carry out procedures more quickly and with adequate performance to generate profit and success for both sides.

3. FCR

Also known as First Call Resolution, it is the rate of problem resolution on the first call. To achieve this, the team must be equipped with the necessary autonomy to carry out the procedures, as well as a system that works correctly.

From the moment the FCR shows low levels, it is necessary to observe whether the team is following the correct procedures and actually focusing on the service. If this is not the problem, it is necessary to evaluate the system, work equipment, etc.

4. Cost per ticket

Keeping the cost per ticket low is, without a doubt, essential to implementing an adequate performance indicator. Observing the cost per ticket will help analyze the efficiency of each demand response. All this with a well-defined budget.

5. Security

One of the points that many managers ignore is information security within IT. This, without a doubt, is one of the biggest concerns these days. The reason is that, with major changes occurring, special care must be taken with data security.

Therefore, in performance indicators it is necessary to evaluate security incidents very carefully. Within them, evaluate how many times the company's firewalls were activated, how many viruses were present, whether there were invasion attempts, etc.

Security also involves all systems that run in the cloud and methods that will ensure data security. Therefore, it is necessary to evaluate all means.

6. Return on investment

Every company needs to have an adequate return that meets the financial needs of the company, employees, among others. Therefore, it is necessary to assess whether all projects, contracts and other services are offering the necessary level of return for the company.

When IT is efficient, it can generate profits that cover the main needs. Therefore, it is necessary to add this idea to the list of performance indicators and evaluate which departments are helping significantly with the return and which are not contributing.

Application in IT management

The best way to apply performance indicators in IT management is to move away from theory and into practice. For example:

1. Define responsibilities

Within the IT team, to implement assertive performance indicators, each employee must have their role and function very well established. Therefore, it is necessary to delegate and describe each person's role, salary and role clearly.

2. Identify indicators

If the company intends to reach a satisfactory target in a given period, it is necessary to consider and identify the most relevant indicators that can help achieve the objectives. Observe how the team and IT as a whole can contribute.

3. Unite all collaborators

After delegating functions and explaining to employees each person's responsibility, it is worth bringing all employees together and exposing ideas, deadlines, objectives and other data. This serves as a way to encourage and encourage the team to participate in the race to achieve the objectives.

Giving more encouragement to employees means that they ensure a greater proactivity, efficiency, dynamism and focus to achieve goals and, if possible, participate in the results.

4. Track performance

To implement performance indicators in IT management, it is essential to monitor the entire process. As the intention is to analyze the data and make sure that the company's performance as a whole is being beneficial, it is necessary to look closely.

Therefore, daily analyzing the performance of employees, the processes carried out and continuing to analyze closely is a great way to ensure satisfactory and positive results. Providing feedback to employees and giving tips on better performance can be essential to boost the quality of services.

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