What are It Support metrics? Crafting the perfect It Support metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.
Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.
Find It Support metrics with AI While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Examples of It Support metrics and KPIs 1. Incident Response Time The average time it takes for the IT department to respond to an incident after it is reported.
What good looks like for this metric: 30 minutes to 1 hour
Ideas to improve this metric Implement automated alert systems Conduct regular training sessions Set up a 24/7 support team Streamline incident escalation processes Utilise incident management tools 2. First Contact Resolution Rate The percentage of IT issues resolved during the first contact with the user.
What good looks like for this metric: 70% to 80%
Ideas to improve this metric Enhance self-service tools and resources Improve knowledge base quality Conduct specialised training for support staff Implement a feedback loop for continuous improvement Use advanced diagnostic tools 3. System Uptime The percentage of time that IT systems are operational and available for use.
What good looks like for this metric: 99% to 99.9%
Ideas to improve this metric Regularly update and patch systems Implement high availability solutions Conduct regular system monitoring Perform routine maintenance checks Use redundant systems 4. User Satisfaction Score The average satisfaction rating given by users after IT services are provided.
What good looks like for this metric: 4.0 to 4.5 out of 5
Ideas to improve this metric Offer regular customer service training Obtain user feedback and act on it Enhance communication channels Implement a user-friendly ticketing system Provide regular updates to users 5. Mean Time to Repair (MTTR) The average time taken to fully repair an IT issue after it is reported.
What good looks like for this metric: 2 to 4 hours
Ideas to improve this metric Improve diagnostic procedures Use automated repair tools Maintain an updated inventory of spare parts Enhance collaboration between IT teams Conduct thorough post-incident reviews
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1. Uptime Percentage The percentage of time the hardware is operational and available to the user without unplanned outages
What good looks like for this metric: 99%
Ideas to improve this metric Conduct regular maintenance checks Implement automated monitoring systems Invest in high-quality hardware components Train users on proper device handling Have immediate on-call technical support 2. Mean Time to Repair (MTTR) The average time taken to repair a hardware failure and restore functionality
What good looks like for this metric: Less than 4 hours
Ideas to improve this metric Streamline repair processes Stock essential spare parts Conduct regular technician training Utilise detailed error logging Develop a priority repair system 3. Mean Time Between Failures (MTBF) The average time interval between hardware failures
What good looks like for this metric: Over 30,000 hours
Ideas to improve this metric Use high-reliability components Ensure environmental conditions are optimal Regularly update drivers and software Perform thorough pre-deployment testing Implement predictive maintenance strategies 4. Hardware Replacement Rate The frequency at which hardware needs replacing due to failure or obsolescence
What good looks like for this metric: 0-5% annually
Ideas to improve this metric Analyse end-of-life cycles Prioritise purchasing from reputable manufacturers Develop a proactive upgrade schedule Conduct cost-benefit analysis for replacements Ensure comprehensive warranty coverage 5. User Satisfaction Score A measurement of user satisfaction regarding hardware performance and reliability
What good looks like for this metric: Above 85%
Ideas to improve this metric Gather regular user feedback Implement user-centric design improvements Ensure consistent hardware updates Offer convenient user support options Address common user complaints proactively
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Tracking your It Support metrics Having a plan is one thing, sticking to it is another.
Having a good strategy is only half the effort. You'll increase significantly your chances of success if you commit to a weekly check-in process .
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
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Planning resources OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:
Tability's check-ins will save you hours and increase transparency
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