Information Technology Scorecards

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Information Technology Scorecards

The following collection of Information Technology Scorecards metrics includes tactically relevant KPIs based on best practices and real-world application.

 

Metrics Included with this Template

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  • Increase the “Very Satisfied” response on customer survey to x% of the time
  • Increase the % of budget spent on staff training to x%
  • Reduce the mission-critical downtime from x% to y%
  • Improve the time from work order submission to work order completion from x to y
  • Reduce the % of outage due to unplanned incidents from x% to y%
  • Improve application uptime from x% to y% (excluded planned downtime)

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  • # of actual hours available
  • # of planned hours available
  • Improve first-call resolution rate from x% to y%
  • # of service requests not resolved within an agreed-upon period of time
  • # of service calls requiring escalation
  • Maintain costs within +/- x% of budget
  • Reduce service request backlog to x
  • Reduce staff turnover to less than x%
  • Reduce the # of reopened incidents from x to y

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