What are the top KPIs for IT for the next 3 years?
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I have three types of KPIs.
The first type are value metrics which are about how we specifically contribute to value in the organization.
The second type are the flow metrics, or how IT executes to contribute to this value. This also has a value metric but measure other things like throughput, operating cost per unit of throughput, cycle time, etc. that are the leading indicators for creating the business value.
The third type are satisfaction methods. Did we manage to satisfy our customer and employees buy how we executing in delivering the business value metrics.
Digital revenue will definitely be one of the KPIs. With the scarcity of IT resources, people development and retention could also be criteria for CIOs.
Not sure if you call it as KPI, as they are hard to measure in short term, but they are must for any product to perform better in today's world.
1) Customer Journey & Onboarding: Today's users do not have much time to evaluate any product. They find an onboarding issue and they are gone for ever. It's very important to look the product from customer journey and onboarding perspective.
2) Agility to Adopt Change: Build a flexible architecture, that can adopt fast changing need of users, cater to multiple businesses, multiple platform etc.
3) Ability for Integrations: How well the Product is able to talk to another product. There are so many product in the market, establishing their user base rapidly. There is no time to build everything from scratch, or excel in everything. Define the core product, and let it talk to other component to close the loop.
As a TPM, our focus is always customer facing - 3 of our KPI's are:
1) Evaluation and improvement of the customer experience
2) Developing our online footprint delivering quality information and value to prospects/customers
3) Maximizing our utility of our new Microsoft BC environment. Internal/external communication will improve benefitting our client/prospect bases.
The five categories of potential key performance indicators (KPIs) for IT in the next few years are cybersecurity, cloud adoption, digital transformation, IT cost management, and user experience metrics.
Cybersecurity metrics:
Number of successful cyberattacks prevented per month/quarter/year
Time it takes to detect and respond to a cyberattack (dwell time)
Percentage of critical systems fully protected (e.g., with multi-factor authentication, encryption, etc.)
Mean time to repair (MTTR) for cybersecurity incidents
Percentage of employees who have completed cybersecurity awareness training
Number of vulnerabilities detected and resolved in a given time period
Cloud adoption metrics:
Percentage of workloads running in the cloud
Time it takes to migrate applications and data to the cloud
Percentage of IT spending dedicated to cloud services
Percentage of applications optimized for cloud environments
Number of successful cloud deployments per month/quarter/year
Average time to provision new cloud resources
Digital transformation metrics:
Percentage of business processes that have been digitized
Percentage of employees who have received digital skills training
Number of digital initiatives launched in a given time period
Time it takes to implement new digital solutions (e.g., time to market)
Increase in customer satisfaction ratings since the start of digital transformation initiatives
Impact of digital initiatives on revenue and profitability
IT cost management metrics:
Percentage of IT spending on maintenance versus innovation
Average cost per IT service desk ticket
Percentage of IT projects that are delivered on budget
Cost savings achieved through IT vendor consolidation or renegotiation
Total cost of ownership (TCO) for IT infrastructure and applications
Percentage of IT spending on legacy systems versus new technologies
User experience metrics:
Average time to resolve IT issues
Percentage of customers who are satisfied with IT support services
Percentage of employees who rate the IT experience as positive
Net promoter score (NPS) for IT support services
Number of self-service IT support requests per month/quarter/year
Percentage of IT incidents caused by user error or lack of training