8 Important IT KPIs and Performance Metrics to track

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Digital Transformation
8 Important IT KPIs and Performance Metrics to track
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According to McKinsey, enterprises focusing on IT metrics are 2.4x more likely to meet their goals, proving the effectiveness of strategic metric tracking.

IT metrics offer a detailed view of both system and departmental performance. They highlight precisely where objectives are being met and facilitate targeted improvements. This insight is invaluable for managers and team members, enabling a deep dive into the operations and outcomes of IT tasks.

IT performance metrics also turn complex IT activities into precise data, making it easier for stakeholders to understand IT's value. They explain how effectively your technology systems support your team in accomplishing their key objectives. In addition, they help you evaluate the dependability of essential business systems to resolve any issues as they arise swiftly.

Moreover, they prevent misunderstandings and foster alignment among stakeholders during organizational transitions. They also facilitate ongoing refinement and enhancement of technological workflows.

In this blog post, we will explore eight crucial IT KPIs and performance metrics to track to ensure your efforts are driving tangible outcomes.

IT Metrics vs. KPIs

KPIs assess if a company is meeting its goals, focusing on areas critical to company objectives. They're selected from the broader range of IT metrics, which track various aspects of IT performance.

Let's explore these two in detail.

CriteriaIT MetricsKPIs
DefinitionIT metrics are quantitative measurements that track the performance, efficiency, and reliability of IT operations and infrastructure. They offer a detailed view of the current state of IT services, encompassing technical performance and system health.KPIs are strategic metrics that gauge the alignment and contribution of IT initiatives and operations to business objectives. They prioritize outcomes essential for business success, such as improving customer satisfaction or boosting revenue growth through technology.
PurposeProvide direct insights into the operational health of IT services, pinpointing areas of strength and areas needing improvement. They support IT management to make data-driven decisions to improve service quality and operational efficiency.Ensure that IT initiatives are operationally successful and strategically aligned with business objectives. They help make informed strategic decisions, guide IT investments, and adjust IT strategies to support critical business outcomes effectively.
UsageUsed by IT managers and technical teams for: ⁠Day-to-day management, Monitoring performance, Identifying areas for technical improvement.Used by business leaders and IT management for strategic decision-making. They provide a framework for aligning IT performance with business strategy, facilitating discussions on how IT can better support and drive key business objectives and decisions.
Selection CriteriaThey are based on IT operational needs, technological benchmarks, and improvement targets. They cover various operational aspects, from system uptime and security to user satisfaction and service availability.The selection process involves identifying the IT metrics that significantly influence achieving strategic business goals, ensuring a tight alignment between IT operations and business success.
Review FrequencyIt is reviewed regularly, often in real-time or through periodic reports, to ensure that IT operations maintain high levels of efficiency and service quality. This continuous monitoring allows for timely adjustments and improvements.Reviewed during strategic planning sessions, major project milestones, and periodic performance assessments. This schedule ensures that KPIs remain aligned with business goals and that IT strategies are adjusted based on changing business needs and objectives.
ImpactIT metrics directly impact IT operational practices, focusing on improving processes, systems, and overall efficiency. They are instrumental in enhancing service delivery and ensuring the resilience of IT infrastructure.KPIs have a strategic impact, influencing organizational success, business decisions, and long-term growth. They guide the allocation of IT resources and investments, ensuring that IT initiatives support broader business objectives and drive value.
EvaluationInvolves technical analysis to identify performance gaps, optimize IT services, and make necessary adjustments to infrastructure. This analysis supports operational excellence and service improvement.The evaluation of KPIs is a strategic process benchmarking IT supports and drives business growth. It involves reviewing IT priorities and strategies to ensure they effectively align with and contribute to business goals.
ExamplesSystem uptime, Incident response times, Bug rates, Network latency, Average time to patch security vulnerabilities.IT cost as a percentage of revenue, Customer satisfaction scores related to IT services, The percentage of IT projects completed on time and within budget.

What Do IT Metrics Track?

IT metrics track various aspects of an organization's tech systems and performance. Such as:

Storage Performance Metrics

These include input/output operations per second (IOPS), throughput (measured in MB/s), and latency (measured in milliseconds). These metrics are essential for evaluating storage systems' performance and impact on application responsiveness.

Cloud Service Metrics

These include metrics specific to cloud computing, such as elasticity (the speed at which cloud resources can scale up or down) and the cloud service provider's (CSP's) compliance with the cloud service level agreement (CSLA), which involves availability, performance, and security commitments.

Code Deployment Metrics

Metrics such as deployment frequency, change lead time, change failure rate, and mean time to recovery (MTTR) are used to measure the efficiency and reliability of code deployments in a continuous integration/continuous deployment (CI/CD) pipeline.

System Performance Metrics

These track the efficiency and responsiveness of IT infrastructure, including server uptime, network latency, and transaction times. Metrics like CPU utilization, memory usage, and disk I/O are vital for assessing the health and performance of IT systems.

Service Availability Metrics

Measure the uptime and reliability of IT services, ensuring they meet the agreed service level agreements (SLAs). This includes tracking downtime, mean time to repair (MTTR), and mean time between failures (MTBF).

Different IT Metrics to Track

Investing in IT solutions like cybersecurity and IT compliance is essential for businesses looking to protect their operations and maximize performance. Here are 8 IT metrics to track:

Mean Time Between Failures (MTBF)

MTBF is tracked to assess the reliability and stability of IT systems. High MTBF values indicate fewer failures, leading to increased uptime and reliability. Tracking this helps identify recurring problems and prevent future system failures, addressing unexpected downtimes and the associated costs.

While MTBF mainly focuses on hardware reliability, enhances MTBF by swiftly addressing and preventing software and service-related failures through predictive analytics and proactive problem management.

System Downtime Duration

Monitoring downtime duration is essential to quantify the operational impact of system unavailability. This metric helps pinpoint the root causes of downtime, such as hardware failures or software bugs, enabling targeted interventions to prevent future occurrences and reduce the business disruption they cause.

Using a solution like Rezolve, you can quickly identify and rectify the cause of downtime, enhancing system reliability.


It helps identify areas where IT generates value and improvements are needed. This metric addresses the challenge of justifying IT expenditures, directly linking them to business outcomes and operational efficiency gains.

For example, implementing an ERP system might show a direct ROI regarding cost savings. Still, IT leaders also measure indirect benefits like improved decision-making speed or increased sales productivity, aiming for an ROI improvement for strategic IT initiatives.

Mean Time to Repair (MTTR)

MTTR is measured to evaluate the efficiency of the IT repair process. A shorter MTTR indicates a quicker response to issues, minimizing downtime and operational impact. Tracking MTTR helps identify inefficiencies in the repair process, enabling faster resolution of IT incidents and reducing the time systems are out of service.

Software like's AI-driven support automates the tracking and analysis of repair times, focusing on reducing MTTR for critical systems through targeted improvements, such as automated diagnostics or rapid response teams. 

Network Latency

Beyond simple ping times, network latency is analyzed in the context of packet loss and jitter to assess the network's health. High latency can lead to slow application performance and poor user experience.

By tracking this metric, IT teams can diagnose latency issues and their impact on VoIP, video conferencing, and real-time data processing. Real-time analytics help adjust network configurations dynamically, ensuring optimal performance under varying load conditions.

Cost Per Ticket

This metric is important to track to understand the operational cost of IT support services. It helps identify areas where support processes can be optimized to reduce costs, such as automating routine tasks or improving user training to decrease the number of support tickets.

A high cost per ticket in hardware troubleshooting might indicate the need for better user training or more reliable equipment. Cost analysis is often integrated with ITSM solutions to streamline processes and reduce the cost per ticket over time.

CPU Usage

Advanced monitoring involves assessing CPU usage in correlation with other system resources like memory and I/O operations to identify bottlenecks or inefficiencies. IT professionals use granular data from tools to predict potential system overloads and optimize resource allocation.

For example, a spike in CPU usage above 85% for extended periods can indicate the need for load balancing or infrastructure scaling.

Storage Utilization

Monitoring storage utilization is necessary to prevent data storage issues and ensure enough capacity for business operations. Overutilized storage can lead to system slowdowns and data loss risks. Tracking storage usage helps proactively plan additional capacity, avoiding a potential data storage crisis.

Choosing the Right Metrics for Your Business

To choose the right business metrics, align them with strategic goals, favoring those that forecast future performance:

  • Select metrics directly tied to core business objectives, ensuring they reflect the company's primary aims.
  • Prioritize leading indicators over lagging ones to anticipate and adapt to future trends.
  • Incorporate qualitative assessments, like customer satisfaction, for a comprehensive performance view.
  • Use advanced tools for instant data analysis, enabling agile decision-making.
  • Compare with industry standards to identify performance gaps and areas for improvement.
  • Regularly reassess metrics to maintain relevance with evolving market conditions and business strategies.

Enhance IT Operations with

When these 8 IT metrics are aligned, they drive IT solutions that improve your business goals, boost productivity, and meet client expectations. However, if they're not in sync, you might face IT frustrations and wonder why expectations aren't being met.

Do you need help figuring out where to start when defining and tracking IT metrics and KPIs?

Do you need help addressing differences in the numbers?

Book a demo to improve your IT operations.


Q. What is the KPI of an IT manager?

The KPIs for an IT manager typically measure the effectiveness, efficiency, and alignment of the IT department with the overall business objectives. Specific KPIs include system uptime, the average time to resolve incidents, budget adherence, project completion rates against deadlines, and the percentage of IT projects aligned with strategic business goals. These metrics help assess the IT department's operational performance and strategic contribution to the organization.

1. How do I set KPIs for the IT department?

Setting KPIs for the IT department involves several steps:

  • Start by understanding the overarching business objectives and how the IT department can support these goals.
  • Identify specific, measurable, achievable, relevant, and time-bound (SMART) metrics that reflect the IT department's contribution to business objectives.
  • Consider industry benchmarks and historical data to set realistic and challenging targets.
  • Consult with key stakeholders to ensure the KPIs are relevant and comprehensive.
  • Regularly review the KPIs to ensure they align with changing business goals and technological advancements.

2. What is a KPI checklist?

A KPI checklist is a tool used to ensure that the KPIs are effective in measuring the performance of a department or organization. This checklist typically includes criteria like:

  • Relevance: Does the KPI align with strategic objectives?
  • Measurability: Is the KPI quantifiable?
  • Achievability: Is the target realistic?
  • Relevance: Does the KPI address a core aspect of the business?
  • Timeliness: Can the KPI be measured promptly?

The checklist helps validate that each KPI is well-designed and contributes meaningfully to performance assessment and decision-making.

3. What is a good KPI?

A good KPI closely aligns with strategic business goals and provides actionable insights. It should be specific, measurable, achievable, relevant, and time-bound (SMART). Good KPIs are also clear and understandable, allowing straightforward communication and decision-making. They should enable tracking progress over time, help identify trends, and facilitate benchmarking against industry standards. A good KPI should drive the desired behavior, guiding employees and departments toward the organization's strategic objectives.

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