What are It Team metrics? Crafting the perfect It Team 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 Team 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 Team 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
← →
1. Process Automation Rate Percentage of business processes currently automated compared to the total processes possible
What good looks like for this metric: 20-30%
Ideas to improve this metric Conduct a thorough process audit Identify repetitive manual tasks Leverage robotic process automation tools Invest in staff training for technology adoption Establish clear automation goals 2. Time Saved Through Automation Amount of time saved as a result of implementing automation in business processes
What good looks like for this metric: 10-50% time reduction
Ideas to improve this metric Analyse current process time expenditures Prioritise automation of most time-consuming tasks Collaborate with departments to streamline processes Continuously measure time savings Optimise processes post-automation 3. Cost Reduction Due to Automation Financial savings accrued from reducing manual labour and errors via automation
What good looks like for this metric: 15-30% cost reduction
Ideas to improve this metric Assess cost structures before automation Focus on high-cost processes for automation Use cost-effective automation solutions Regularly evaluate cost savings Scale successful automation projects 4. Error Reduction Rate Decrease in errors in business processes as a result of automation
What good looks like for this metric: 30-70% reduction in errors
Ideas to improve this metric Identify error-prone processes Use high-accuracy automation technologies Implement continuous error monitoring systems Train employees on new automated systems Review error rates regularly to refine processes 5. Employee Satisfaction with Automation Degree to which employees are satisfied with the automation tools and their impact on work
What good looks like for this metric: 70-85% satisfaction rate
Ideas to improve this metric Conduct employee satisfaction surveys Provide comprehensive training sessions Encourage employee feedback on automation tools Create a support system for employees Highlight benefits of automation to employees
← →
1. Device Compliance Rate Measures the percentage of devices that meet compliance requirements for security standards.
What good looks like for this metric: 95% compliance rate
Ideas to improve this metric Conduct regular compliance audits Update security policies frequently Train employees on compliance requirements Automate compliance checks Use endpoint protection software 2. Threat Detection Time The average time taken to detect a security threat on an end-user device.
What good looks like for this metric: Under 24 hours
Ideas to improve this metric Implement real-time monitoring Utilise AI-powered threat detection tools Regularly update threat databases Conduct regular security tests Enable fast response procedures 3. Patch Management Timeliness The average time taken to apply security patches to end-user devices.
What good looks like for this metric: Within 72 hours
Ideas to improve this metric Automate patch deployment Schedule regular update checks Prioritise critical patches Maintain a patch inventory Verify patch installations regularly 4. Data Encryption Rate The percentage of end-user devices that have encryption enabled for data storage.
What good looks like for this metric: 100% encryption rate
Ideas to improve this metric Enforce encryption policies Provide encryption tools Train users on encryption benefits Audit encryption compliance Utilise full-disk encryption solutions 5. Incident Response Rate Measures the effectiveness and speed of response when a security incident occurs.
What good looks like for this metric: 90% incidents resolved within 48 hours
Ideas to improve this metric Establish a dedicated response team Develop a detailed incident response plan Run regular incident response drills Utilise automated incident detection systems Review response procedures post-incident
← →
1. Uptime Percentage Measures the amount of time the service is up and running without interruptions. Calculated by dividing the total operational minutes by the total minutes in a period.
What good looks like for this metric: 99.9% or higher
Ideas to improve this metric Implement redundancy systems Use robust monitoring tools Conduct regular maintenance Train staff for quick incident response Opt for reliable service providers 2. Response Time The time it takes for the service to respond to a user action or request. Typically measured in milliseconds or seconds.
What good looks like for this metric: Less than 200ms
Ideas to improve this metric Optimize server configurations Use a content delivery network Streamline code and queries Enhance database performance Regularly audit application performance 3. Error Rate The percentage of failed requests in relation to the total number of service requests.
What good looks like for this metric: Less than 1%
Ideas to improve this metric Implement detailed logging Enhance debugging processes Regular code reviews Continuous service testing Deploy robust error handling 4. Customer Satisfaction Score (CSAT) A measurement derived from customer feedback focusing on satisfaction with the service, typically collected via surveys.
What good looks like for this metric: 80% or higher
Ideas to improve this metric Enhance user experience design Implement customer feedback loops Resolve issues promptly Provide user-friendly interfaces Conduct regular user training 5. Transaction Success Rate The percentage of successful transactions completed without any errors or failures.
What good looks like for this metric: 95% or higher
Ideas to improve this metric Optimize transactional workflow Enhance payment gateway reliability Continuously monitor transaction logs Implement strong authentication mechanisms Regularly update and test payment procedures
← →
1. Throughput Measures the number of log files processed per minute to ensure the service meets the 40k requirement
What good looks like for this metric: 40,000 log files per minute
Ideas to improve this metric Optimize log processing algorithms Upgrade server hardware Use a load balancer to distribute requests Implement batch processing for logs Minimize unnecessary logging 2. Latency Measures the time it takes to process each log file from receipt to completion
What good looks like for this metric: Less than 100 milliseconds
Ideas to improve this metric Streamline data pathways Prioritise real-time log processing Identify and remove processing bottlenecks Utilise caching mechanisms Optimize database queries 3. Error Rate Tracks the percentage of log files that are not processed correctly
What good looks like for this metric: Less than 1%
Ideas to improve this metric Implement robust error handling mechanisms Conduct regular integration tests Utilise validation before processing logs Enhance logging system for transparency Review and improve exception handling 4. Resource Utilisation Measures the use of CPU, memory, and network to ensure efficient handling of logs
What good looks like for this metric: Below 80% for CPU and memory utilisation
Ideas to improve this metric Optimize code for better performance Implement vertical or horizontal scaling Regularly monitor and adjust resource allocation Use lightweight libraries or frameworks Run performance diagnostics regularly 5. System Uptime Tracks the percentage of time the system is operational and able to handle log files
What good looks like for this metric: 99.9% uptime
Ideas to improve this metric Implement redundancies in infrastructure Schedule regular maintenance Monitor system health continuously Use reliable cloud services Establish quick recovery protocols
← →
1. Data Accuracy Measures the percentage of data entries that are correct and error-free across the system
What good looks like for this metric: Above 95%
Ideas to improve this metric Implement regular data audits Use automated data validation tools Provide staff training on data entry accuracy Establish clear data entry guidelines Enable error-detection algorithms 2. Data Completeness Assesses the percentage of data records that are fully filled and not missing any critical fields
What good looks like for this metric: Above 90%
Ideas to improve this metric Conduct routine completeness checks Utilise automated form filling Standardise data requirements Regularly review data input processes Incentivise complete data entry 3. Data Timeliness Measures the speed at which data is updated or made available for processing
What good looks like for this metric: Within 24 hours
Ideas to improve this metric Automate data update processes Set clear timelines for data entry Monitor data latency regularly Establish a data steward for timely updates Prioritise data updates during peak times 4. Data Consistency Evaluates whether data is consistent across different databases and sources
What good looks like for this metric: Close to 100% consistency
Ideas to improve this metric Implement cross-system data comparisons Use master data management tools Regularly review data transformation processes Ensure consistent data entry formats Provide training for consistent data handling 5. Data Relevance Determines the degree to which data is relevant and useful for current business needs
What good looks like for this metric: Above 85% of data in use
Ideas to improve this metric Regularly review and update data policies Conduct user feedback sessions Align data selection with business objectives Utilise data analytics to assess relevance Remove outdated or redundant data regularly
← →
1. Latency Time taken for a transaction or processing a fall event from the input to the final output
What good looks like for this metric: 200-500 milliseconds
Ideas to improve this metric Optimize network bandwidth Utilise more efficient consensus algorithms Reduce data complexity in transactions Incorporate edge computing techniques Enhance processing speeds of nodes 2. Throughput Number of transactions processed within a given period
What good looks like for this metric: 10-100 transactions per second
Ideas to improve this metric Increase the number of nodes Upgrade node hardware Implement parallel processing techniques Optimize transaction validation methods Utilise sharding techniques 3. Security Breach Rate Number of successful breaches attempts per month
What good looks like for this metric: 0-1 breach per year
Ideas to improve this metric Regularly update encryption protocols Conduct routine security audits Implement multi-factor authentication Train staff on security awareness Utilise a robust incident response strategy 4. Scalability Ability to maintain performance as network size or data volume increases
What good looks like for this metric: Linear performance degradation with scale
Ideas to improve this metric Adopt more scalable consensus algorithms Reduce data redundancy Utilise cloud resources for storage Implement load balancing techniques Employ distributed ledger technology 5. Data Integrity Accuracy and consistency of data over its lifecycle
What good looks like for this metric: 99.9% integrity rate
Ideas to improve this metric Regularly verify data with hash functions Set permissions and roles for data access Utilise smart contracts for automatic validation Implement data replication strategies Conduct integrity checks at regular intervals
← →
1. Mean Time to Resolve (MTTR) Average time taken to resolve major incidents, calculated from the time the incident is reported until it is fully resolved
What good looks like for this metric: 2-4 hours
Ideas to improve this metric Implement automated incident response tools Conduct regular training for incident response teams Refine incident categorisation and prioritisation processes Establish a dedicated major incident team Analyse past incidents to identify improvement areas 2. Major Incident Recurrence Rate Percentage of major incidents that recur within a specific timeframe after resolution
What good looks like for this metric: Below 5%
Ideas to improve this metric Conduct thorough root cause analysis Implement permanent fixes rather than temporary solutions Regularly review and update the incident management process Enhance collaboration between incident and problem management teams Utilise knowledge management to share solutions and prevent recurrence 3. Incident Resolution Quality Quality of incident resolution measured through stakeholder feedback and post-incident reviews
What good looks like for this metric: Above 90% positive feedback
Ideas to improve this metric Develop a clear incident resolution checklist Provide additional training on customer service skills Standardise post-incident review processes Gather and act on stakeholder feedback Implement continuous improvement initiatives 4. Stakeholder Communication Effectiveness Effectiveness of communication with stakeholders during major incidents, measured through feedback and surveys
What good looks like for this metric: Above 80% satisfaction
Ideas to improve this metric Establish a communication plan template Utilise multiple communication channels Train staff in effective communication techniques Regularly update stakeholders during incidents Review and refine communication strategies based on feedback 5. Incident Detection Time Time taken to detect incidents from the moment they occur to the moment they are identified
What good looks like for this metric: Within 10 minutes
Ideas to improve this metric Implement advanced monitoring and alerting systems Conduct regular audits of detection tools and processes Improve correlation of events and patterns Train staff to recognise potential incidents quickly Increase the frequency of system health checks
← →
Tracking your It Team 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.
More metrics recently published We have more examples to help you below.
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
The best metrics for Accuracy in Multiple Warehouses