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What are the top KPIs for IT for the next 3 years?

I think it should be a lot more elastic. Businesses are changing rapidly and what’s important to measure and improve today is likely not important or measurable next year. Long-term KPIs have the danger of being rear-facing rather than forward-facing or predicting. CIOs need to collaborate with their C-Suite peers to drive business KPIs and metrics that matter to them to move the business forward and increase revenue.

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Anonymous Author
I think it should be a lot more elastic. Businesses are changing rapidly and what’s important to measure and improve today is likely not important or measurable next year. Long-term KPIs have the danger of being rear-facing rather than forward-facing or predicting. CIOs need to collaborate with their C-Suite peers to drive business KPIs and metrics that matter to them to move the business forward and increase revenue.
13 upvotes
Anonymous Author
1. number of developers to non developers in teams 2. time to solve a user problem per t-shirt size (xs, s, m, l, xl) 3. contribution to github
5 upvotes
Anonymous Author
The top KPIs for IT should be Operational Efficiency, Incremental Revenue Generation support for the organization, Customer Experience Transformation. The key initiatives being planned should aligned to these broad KPIs. There could be further metrics that could align to KPIs that could be tracked and measured to qualify against the goals. In many cases, IT fails to comprehend the organization pulse and pursues an agenda that is aligned to its interest. However, there needs to be congruence of everyone interest to ensure organizational goals are met.
4 upvotes
Anonymous Author
Rather than KPIs we must switch to OKRs. They are adaptable to changes, everybody knows about them, they are ambitious, aspirationals, horizontal-wide and run in a specific time such a quarter. With them you can learn from the errors you commit, you can establish goals, you can measure progress, they are a tool to inspire goal reachness. Basically, with OKRs you set where do you want to be ( Objectives ) and you will know how are you getting there ( Key results ).
4 upvotes
Anonymous Author
In our company the TOP 3 KPIs will be: % of Cost Reduction in IT Function, SLA accomplishments and # of projects related to Innovation
3 upvotes
Anonymous Author
For me, it's: 1) decreasing hardware issues, increasing, 2) decreasing time to resolve issues, 3) increasing the number of knowledgebase articles
3 upvotes
Anonymous Author
Digital Transformation Digital Optimization Optimal Customer Experience
3 upvotes
Anonymous Author
To misuse a different piece of advice: Begin with the end in mind. Think about what you’re trying to achieve (“I want to reduce the time it takes for us to respond to cyber threats”, “we need to be able to better understand what our customers want from our products”, “we need to reduce the costs for our data storage”) and tell your story to the board using that frame. These leaders are most interested in outcomes, rarely interested in the technical details of how you achieve them. But if you can’t explain why you want to go somewhere, it will be difficult for your fellow travelers on the board to sponsor the trip.
3 upvotes
Anonymous Author
KPIs can be broadly categorized into two groups. First group, Activity Based KPIs, that measure the activities completed or as an extension, activities completed against some quality standards. For an IT Support organization, number of tickets closed and number of tickets closed within the SLA would be an example of this category of KPIs. Similarly, for an IT Delivery organization, number of project/changes delivered and projects delivered on-time, under budget would be a typical Activity Based KPI. The other category of KPIs. Outcome Based KPIs, could be more focused on the outcomes of those activities from business perspective, rather than the activities themselves. These KPIs indicate the actual impact on the business to measure the performance of IT. Customer Satisfaction score, Customer Retention, Cost Reduction, Net New Revenue Generation, could be some examples of KPIs in this category. First category of KPIs is relatively easy to measure as those measurements are directly tied to specific activities/tasks that can be directly reported on. In the second category, the problem of measurement is twofold. First, for some of these indicators, like cost reduction percentage, the data collection could be challenging or for some, like customer satisfaction rating, the data may not be very reliable. The second problem for this category is establishing some type of causal relationship between the indicator and IT action could be very challenging. While there are limitations with Outcome Based KPIs, in my opinion, the future of IT performance will be measured using these KPIs. In today’s competitive world, business is expecting IT activities to be directly tied to business outcome to justify IT investment. In addition, as automation using RPA or self-service using chatbots become more robust and popular, traditional Activity Based KPIs may not be as significant as they used to be in past. So the question to be answered here is not only what are the KPIs for future IT organizations, but also how those KPIs will be tied to specific IT activities and initiatives.
3 upvotes
Anonymous Author
Driving Automation, Paperless Office and Security projects
3 upvotes
Anonymous Author
Secure / Innovate / Grow the business
3 upvotes
Anonymous Author
I have a few security KPIs that I think apply to IT as well - 1. patching of critical vulnerabilities, 2. risk remediation progress against audit/compliance/internally discovered findings and 3. uptime against cyber attacks (This could flow into the 5 9's of service uptime).
3 upvotes
Anonymous Author
Mine are - 1. Customer Satisfaction, 2. Team Engagement, 3. Successful delivery of strategic initiatives
2 upvotes
Anonymous Author
Interesting to see all the replies. Mine are 1.Capacity created by process automation, 2 number of incidents auto resolved with no human intervention and 3. License consumption and optimization
2 upvotes
Anonymous Author
My 3 are based on the fluidity of digital transformation, rapid technology change and the need to bring ITO closer to being a strategic business partner not a services provider. While culled from manufacturing these are easily quantifiable and translate to IRR, ROI and ROI(T) as well as impacting top and bottom lines Time-to-Value: supports customer, supplier,  and employee experiences (journey) as well as the individual needs of  BU's; aligns with corporate strategies that optimize processes as well as those focused on innovation. The objective  is to decrease TtV. Time-to-Decision:  the faster the ITO can bring true insight to employees at all strata of an organization the faster more informed decisions are made which ultimate impact top and bottom lines Objective (Decrease TtD; factors into TtV) Somewhat controversial I know, and I can't comment on tax implications based on geos) but I would also say another is Converting Percentage of Capex to Opex as would be the case with a lift/shift to cloud.
2 upvotes
Anonymous Author
Customer Satisfaction Requirement Understanding / Analytical skills How quickly one can adopt the new technologies / trends
2 upvotes
Anonymous Author
Agility, Omnichannel, Digital and Customer Centricity
2 upvotes
Anonymous Author
online present, customer reach, security
2 upvotes
Anonymous Author
Our top KPIs for IT would be: Customer Satisfaction, IT Services Downtime and downtime costs, IT Budget Alignment.
2 upvotes
Anonymous Author
Cyber security and Information security
2 upvotes
Anonymous Author
Sustainability related KPI’s
2 upvotes
Anonymous Author
Digital Transformation Metrics 1.Time to Decision - faster time to decision= faster time to value; 2.Time to Value:  delivering more customer value, faster, at lower cost; 3.IRR - the value of digitalisation
1 upvotes
Anonymous Author
Digital Transformation- Enhance existing business processes. Improved Security Posture  - ISO 27001 and Cyber Resilience Digital ICT helpdesk- Socialize and digitize helpdesk to support a remote workforce
1 upvotes
Anonymous Author
1. Creating Business Analytics dashboards integrated with all systems 2. To activate system Integration to reduce manual efforts  3. Machine integration and Electronic data fetching for reducing manual intervention and linking it with SAP 4. Introduction of RPA for redundant processes and increasing operational efficiencies 5. Introduction of Compliance Management and SIEM for better monitoring of Infrastructure initiatives 6. Automation of business processes, customer experience and ease of use
1 upvotes
Anonymous Author
Digitalisation, Response to a troubleshoot and Keeping systems online 24/7/365
1 upvotes
Anonymous Author
Product quality & Testing
1 upvotes
Anonymous Author
#1 Market share #2 Customer Satisfaction  #3 Innovation   #4 Team Building & Retention 
1 upvotes
Anonymous Author
Great comments and i testing to read what everyone KPIs are. The challenge I see is inability to accurately measure them. Some of them are tangible like ticket resolution time or employee satisfaction where you based it on survey but some are harder to measure like digital transformation, digital optimization and innovation
1 upvotes
Anonymous Author
I use a small set of metrics that apply toward everything in IT.  These are in a few broad categories... 1. Business Value  2. Throughput (Cycle Time, Throughput) 3. Process Stability (Sustainable, Predictable) 4. Product Stability (MTTR) 5. Variable Operating Cost (unit of cost / unit of value) Then ensure that we are always prioritizing the most valuable things, and that we review if the value planned was achieved. If we are doing the most valuable thing all of the time, and we can do it continually and faster then we are doing what we need to do.  Quality, Security, & Compliance are all built in and not KPIs on their own. I tried to avoid local metrics, diagnostic, or vanity metrics as KPI.
0 upvotes
Anonymous Author
Just only 2 - Simplify by cutting out unnecessary clutter and Reduce by cutting down the amount of systems we use.
0 upvotes
Anonymous Author
Virtual reality, NFT and Digital Marketing
0 upvotes
Anonymous Author
There are many KPIs that are important for IT, but some of the most important ones for the next 3 years include: 1. Reducing the time it takes to complete tasks. 2. Improving the accuracy of tasks. 3. Reducing the number of errors. 4. Improving customer satisfaction.
0 upvotes