Key performance indicators (KPIs) measure how successful your IT team is. CIO KPIs measure your team in how they accomplish tasks and goals.
Since the CIO role is an executive position, it is their responsibility to contribute to the profitability of the company. Having data metrics to analyze helps CIOs achieve that goal. However, measuring aspects of IT success can get tricky.
Positive KPIs indicate that IT operations and services don’t have a problem. Otherwise, having negative KPIs warn IT departments that they are either headed in the wrong direction or actively damaging business goals.
The business world offers tons of data to measure. Yet, only a few CIO KPIs stand out as insightful and relevant. In this article, we’ll give you a rundown of some fundamental IT metrics that matter most.
Optimized infrastructure – Priority Among CIO KPIs
An IT department must prioritize optimized infrastructure and applications. Furthermore, they must ensure that the business can handle existing applications and processes. The CIO should assess what areas the business should improve.
Moreover, they must evaluate areas like hardware and software areas impacting more than one user. Also, the CIO must evaluate the following:
- Incident reports and resolution
- Scope of problems
- Response times
Knoa Software CEO Brian Berns observes that many metrics are industry-specific. Moreover, the metrics are tied to various business KPIs. Many CIOs under-measure the user experience. Berns said that the user experience metric is one of the most important metrics. Why? Because user experience directly ties to:
- Employee management
- User productivity
- Overall business efficiency
This drives businesses to success. IT departments must regularly examine user feedback. Furthermore, nothing matters more than user experience. Otherwise, all other metrics will deem useless.
Timely response times
Also, it’s important to assess how quickly the business responds and resolves issues. The IT department may measure backlogs by type, size, hours, etc. Moreover, you must graph completed requests according to:
- Reporting periods
- Late responses
- On-time performance
- Budget overages for projects
Website and social media activity
We can clearly see that the number of businesses relying on social media and websites is growing. Thus, these platforms give important clues to both business and IT performance. A rise in website visits or longer visits indicates an enterprise’s success.
Otherwise, a drop in visits in terms of duration and frequency signal failure. Furthermore, the IT department must also observe online sales and abandoned shopping cart statistics. Furthermore, one important question to ask is “did we make the customer happy?” There is a saying that goes “the customer is always right”, and IT departments must always remember that quote.
Value and cost management
Indeed, we must make the customer happy. However, CIOs must also be alert in managing the cost of delivering IT services. They must ensure that the available resources achieve maximum value and satisfaction.
But, this presents a challenge for IT departments. Companies usually give limited funds and fixed budgets to IT departments. Thus, the IT department must check if the organization as a whole uses the resources wisely.
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