IT Dashboard: Essential Metrics You Should Measure
Defining and reporting on KPIs is critical in measuring the efficiency of your IT services and IT support. Good IT metrics are quantifiable measurements that track IT performance, delivery and investments, helping leaders efficiently manage IT operations. IT metrics also help align IT investment to business strategy, customer experience, and cloud optimization, helping leaders determine the value of technology and building confidence in IT performance.
Service
Tickets Logged
Tickets Resolved
Response SLA
Resolution SLA
SLA Targets
Top Incidents
Tickets Resolved as a First Time Fix
Tickets by contact type
VIP Logged/Resolved
Feedback
Security
Security incidents - dashboard should show if the incident is related to remote access, MS Office, Email, LAN connectivity,3rd party applications, Mac desktop, wireless connectivity, windows server OS, hardware, windows desktop, WAN connectivity etc.
Incident Management - any active problems should be listed in the dashboard. Multiple incidents of the same issue will denote a problem. Having a clear view of the incidents will facilitate the root cause analysis with the objective of finding, fixing or stopping incidents from reoccurring.
Client Risk Register - Disaster Recovery, Continuity, Internet Outages, Lost business time
Projects
Active projects
Project activity
Roadmap activities
Trend Analysis
Areas of concern
Trends to highlight and implement improvements
Reporting that allows customers to see trends of data (over 6 months) - dashboard should be able to demonstrate trends
Response and resolution trends
User management
Users added per month over the last 12 months - dashboard should show when users joined the business and where added to the system
Users active in the system - allows customers to have a quick overview of who’s active in the system and who needs to be disabled
