Using IT metrics is a great strategy for companies seeking to create a routine of constant optimization for projects and services. Through indicators, it is possible to improve your productivity, find bottlenecks in your infrastructure, and evaluate the success of your service strategies.
Well implemented, each indicator will encourage the creation of a culture of improvements in the IT infrastructure. Thus, the sector will have an easier time eliminating problems. It will also become easier to evaluate how each part of your services impacts the business revenue in the medium and long term.
Given this scenario, the IT manager must carefully choose the KPIs that will be added to their management policies. So, want to know the main ones? Then keep reading this post and check out our list of IT metrics!
Help desk average handling time
First-level support is a fundamental area for companies that have large IT infrastructures. It will act in resolving issues that affect the user on a daily basis. Changing passwords, assisting professionals to deal with network problems, and eliminating low-productivity occurrences are some of its activities.
Thus, technicians working in the area must be ready to execute troubleshooting routines quickly, finding the best possible solution to resolve the issue.
Therefore, in this scenario, the average handling time indicator allows the manager to identify the productivity of each professional and evaluate which types of requests take the most time to be eliminated.
Thus, the company can create strategies to optimize service time and improve its workflow.
First call resolution
Indeed, the best type of support service is the one capable of solving the problem right on the first call. Thus, the impact caused is reduced and the company does not lose productivity.
Therefore, measuring the rate of requests closed on the first contact is fundamental for the company to optimize its processes and identify which occurrences cause a greater impact on the business operational chain.
And, in the long run, this indicator can assist in training support professionals and creating more comprehensive documentation.
Thus, the IT manager will direct their training with a focus on problems that occur most frequently, increasing the ability of support technicians to handle user tickets.
Return On Investment
Also called ROI, Return On Investment is one of the main indicators for companies to accurately assess the impact an investment will cause on the business.
Basically, it is measured with a set of factors. Examples are: productivity gains, resource savings, market share increase, and growth in customer satisfaction. And these factors will be compared with the amount spent on the new tool and the cost to implement it.
Thus, ROI can be applied to any type of IT investment. And, despite being a benchmark for evaluating the financial return of an investment, this KPI can also be applied to identify productivity gains, operational quality, and error reduction.
Thus, the choice of an IT solution will no longer be made solely based on the initial investment value, as medium and long-term factors are now considered.
Average network connection speed
We know that the internet is already deeply integrated into the processes of any business. Through it, the company can contact commercial partners, access cloud computing services, and make its routines more efficient. In addition, the network is indispensable for the enterprise to have an integrated work environment with high data sharing.
In this scenario, the use of IT metrics to gauge the average network speed allows the company to evaluate the quality of its infrastructure and search, with greater precision, for devices that may cause bottlenecks.
And, to implement this metric, the company can use monitoring systems, which evaluate network connection performance continuously, alerting technicians in case of failures and creating a complete history of the enterprise’s data transmission rates.
Bonus: Complete guide to implementing a Service Desk in your company
Number of tickets escalated to second-level support
Not all tickets forwarded to first-level support can be solved. In this case, the technician can direct the help desk service to the service desk, which will then deal with higher complexity problems and seek the best possible way to restore the company’s work.
And, in the long run, evaluating the frequency with which this happens makes the support service more effective and gives the IT manager a broad view of the enterprise’s operation.
When this indicator points to a low number of tickets being forwarded to the service desk, the company can interpret that its technicians have comprehensive knowledge about all the details of the IT solutions used in the business.
On the other hand, if it is high, this may indicate that the company needs to retrain its support professionals and evaluate its documentation, whether through training or new operational policies.
Availability of corporate equipment and systems
The availability index of corporate equipment and systems (such as routers, cloud ERPs, and servers) allows the company, in the long run, to evaluate which tools present the most failures, and it is also possible to analyze which points need priority when investing in new devices.
In an ideal scenario, the availability rate will be 99.9% — failures will occur only when the company is not in operation, and will always be eliminated with agility. This tracking of system performance and availability is done similarly to measuring network infrastructure performance.
With monitoring systems, technicians will be able to raise the moments when failures occur and evaluate their frequency and impact. Then, based on this data, it will be possible to precisely optimize the entire IT infrastructure of the business.
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