KPIs For IT Teams

For instance, the organization has several essential departments such as financial section, customer service department, process department, service desk as well the human resource department. There is a wide range of IT key Performance Indicators that can be measured but only the relevant KPIs is what needs to be evaluated. Some of the KPIs are as follows: Customer-related IT KPIs:  • Net Promoter Score (NPS). Customer satisfaction i one of the vital areas of concern as far as the organization is concerned in delivering the services or products. Net promoter score entails obtaining the customer view of the type of services or products the organization deals with, and the general measure of the chances of the customer recommending the brand to other users.

The company can improve on its productivity and reduce pressure on the It department by listening to customers and addressing their concerns. The concerns that will be raised by the end user at the service desk will impact positively to the organization if they are well acted upon.   • Customer Satisfaction & Retention.  The level of customer satisfaction is one of the best parameters that determines the return of the customer and the possibility of the repurchasing again. The quality of good or services and the perception that the clients develop after the first transaction is the ultimate determinant. IT sector has developed and it’s possible to achieve less complex but a fast processes. • Cost-effective project development. The whole process from the start to the finishing of the project must not cost beyond the budget.

The project must be completed within the predefined budget in an effective and accurate manner. Employees in charge of the IT desk must assess and evaluate the project to measure its cost-effectiveness since the failure to do so may lead to losses. Chargeback mechanism is associated with the IT department getting bills for generating service that are associated with the department. Services such as transfer of data, training, licensing, infrastructure maintenance are services that are directly linked with the department. Chargebacks are used to regulate the department from unnecessary over utilization of resources, creating transparency and accountability as well as enabling IT department to meet unexpected customer demand. • Expenses and Budget. Operating within the budget help the organization to manage its expenses and future investment with ease.