KPI Examples

Performance management starts with figuring out what to measure.

Example KPIs for Professional, Scientific, and Technical Services

  • Annual billable utilization percentage
  • Availability
  • Availability (excluding planned downtime)
  • Average percentage of CPU utilization
  • Average percentage of memory utilization
  • Average hourly fee
  • Average number of virtual images per administrator
  • Cost of managing processes
  • Cost of service delivery
  • Deviation of planned budget for SLA
  • Downtime
  • Mean time to repair (MTTR)
  • Mean time between failure (MTBF)
  • Number of defects found over period of time
  • Number of outstanding actions of last SLA review
  • Percentage of application development work outsourced
  • Percentage of bugs found in-house
  • Percentage of consultants generating revenue
  • Percentage of consulting hours that generate revenue
  • Percentage of email spam messages stopped/detected
  • Percentage of outage due to changes (planned unavailability)
  • Percentage of outage due to incidents (unplanned unavailability)
  • Percentage of service requests resolved within an agreed-on period of time
  • Percentage of systems covered by antivirus/antispyware software
  • Percentage of systems with latest antivirus/antispyware signatures
  • Percentage of time lost redeveloping applications as a result of source code loss
  • Percentage of time sheets in need of correction/validation
  • Percentage of unit tests covering software code
  • Percentage of user requested features
  • Profit per project
  • Quality assurance personnel as percentage of the number of application developers
  • Software development quality
  • System usability scale
  • Time ratio for design to development work
  • Time-to-market of changes to existing products/services
  • Total service delivery penalties paid
  • Unit costs of IT services
  • Workforce turnover rate

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