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Need KPI  template or sample for IT

Posted on 2008-06-25
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Last Modified: 2009-07-26
Hi,
I need KPI template,sample or example for IT.(for network,server,email,antivirus...ect)
Thanks
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Question by:ZAABI
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by:ZAABI
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or what should I measure (Data loss on servers ,network availabilty..)
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nexissteve earned 500 total points
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Hi Zaabi,

The KPIs should be business driven OR designed to drive behaviour. Behaviour modification is an excellent outcome from a KPI and the predominent reason to implement one. Generally an SLA that defines business requirements is another excellent reason to implement a KPI and report on it. It tells the business that you are meeting the agreement.

Is it more important to have servers up as much as possible or is it more important to have no complaints from customers. The most important thing to remember is the KPI MUST be measurable. If you do not have a way to measure uptime, dont have uptime as a KPI or put something in place to measure uptime.

Example KPI: 99.995% Uptime
Example KPI: 95% fault calls responded to in less than 30 minutes.

Hope this helps.
Cheers

Steve
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