Which KPIs do you value/utilize the most from the operations side of IT?

Data Center Infrastructure End-User Services & Collaboration

1.6k views2 Upvotes5 Comments

Senior Director of Engineering in Software, 501 - 1,000 employees

Csat and first attempt resolution.

VP of Engineering in Banking, 201 - 500 employees

SLO, MTTR, MTBF

Chief of DevOps and Partner in Healthcare and Biotech, 1,001 - 5,000 employees

- System availability (uptime)
- Mean Time Between Failures (MTBF)
- Mean Time to Repair (MTTR)
- First Call Resolution (FCR)
- Incident Response Time
- Change failure rate
- IT Cost per User
- Service Level Agreement (SLA) Compliance
- Customer Satisfaction (CSAT)
- IT Staff Turnover

Executive Architect in Healthcare and Biotech, 10,001+ employees

Besides the operational uptime and incident response KPIs already mentioned, cloud adoption has added focus on application performance and operational cost API's.

VP of IT in Consumer Goods, 10,001+ employees

- Adoption of our Standard Systems Landscape by Business Unit
- Value targeting & Value Realization , Digital ROI

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What are the best practices for establishing an organizational change management centre of excellence?

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What's a quick win for optimizing spend? What's been your focus or "lowest hanging fruit"?

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