Key Performanced Indicators
Key Performance Indicators are short, focused and measurable indicators of performance of the enabling factors of the IT
processes, indicating how well the process enables the goal to be reached. While Key Goal Indicators focus on «what», the
Key Performance Indicators are concerned with «how». They will often be a measure of a Critical Success Factor and, when
monitored and acted upon, will identify opportunities for the improvement of the process. These improvements should
positively influence the outcome and, as such, Key Performance Indicators have a cause-effect relationship with the Key Goal Indicators of the process.
Key Performance Indicators are process oriented and will often express how
well the processes and the organization leverage and manage the needed resources. Similar to Key Goal Indicators, they are
often expressed as a number or percentage. A good ‘acid’ test of a Key Performance Indicators is to see whether it really does
predict success or failure of the process goal and whether or not it assists management in improving the process.
A set of generic Key Performance Indicators is listed below that is usually applicable to all IT processes:
- Applying to IT in general
- Reduced cycle times (i.e., responsiveness of IT production and development)
- Increased quality and innovation
- Utilization of communications bandwidth and computing power
- Service availability and response times
- Satisfaction of stakeholders (survey and number of complaints)
- Number of staff trained in new technology and customer service skills.
- Applying to most IT processes
- Improved cost-efficiency of the process (cost vs. deliverables)
- Staff productivity (number of deliverables) and morale (survey)
- Amount of errors and rework.
- Applying to IT governance
- Benchmark comparisons
- Number of non-compliance reportings.