- The IT Spotlight
- Posts
- Top KPIs Every ITSM Team Should Measure
Top KPIs Every ITSM Team Should Measure
Key Metrics That Drive IT Service Management Success
IT Spotlight Editors
December 22, 2024
In the fast-paced world of IT Service Management (ITSM), tracking the right Key Performance Indicators (KPIs) can make all the difference. KPIs help IT teams monitor performance, measure success, and identify areas for improvement. But with countless metrics available, which ones matter most? This blog breaks down the top KPIs every ITSM team should measure and explains why they are critical to success.
1. First Call Resolution (FCR) Rate
The percentage of incidents resolved during the first interaction with the service desk.
Why It Matters:
Improves customer satisfaction by resolving issues quickly.
Reduces ticket backlog and overall workload for IT teams.
2. Mean Time to Resolution (MTTR)
The average time taken to resolve an incident, from initial report to closure.
Why It Matters:
Indicates the efficiency of your IT support processes.
Directly impacts service quality and customer experience.
How to Measure:
Total resolution time for all incidents / Total number of incidents resolved
3. Incident Volume by Category
The total number of incidents grouped by type (e.g., hardware, software, network).
Why It Matters:
Helps identify recurring issues and prioritize improvements.
Provides insights for resource allocation and training needs.
How to Measure:
Analyze ticket data to identify trends in incident types and frequency.
4. Change Success Rate
The percentage of changes implemented without causing incidents or downtime.
Why It Matters:
Reflects the effectiveness of your change management process.
Minimizes disruption to business operations.
5. Service Level Agreement (SLA) Compliance
The percentage of incidents or requests resolved within agreed SLA timeframes.
Why It Matters:
Demonstrates your team’s ability to meet business expectations.
Builds trust with stakeholders and customers.
6. Customer Satisfaction (CSAT) Score
A measure of how satisfied users are with the service provided by IT.
Why It Matters:
Directly reflects the user experience and service quality.
Provides actionable feedback for continuous improvement.
How to Measure:
Average score from post-resolution surveys (e.g., on a scale of 1-5 or 1-10).
7. Ticket Reopen Rate
The percentage of incidents reopened after they were initially resolved.
Why It Matters:
Indicates the quality and completeness of resolutions.
High rates suggest underlying issues or inadequate troubleshooting.
8. Cost Per Ticket
The average cost incurred to resolve a single ticket.
Why It Matters:
Highlights operational efficiency and cost-effectiveness.
Helps justify IT budgets and identify areas for cost optimization.
How to Measure:
Total support costs / Total number of tickets resolved
9. Availability/Uptime
The percentage of time critical IT services are operational and available to users.
Why It Matters:
Directly impacts business continuity and user productivity.
A core measure of IT performance and reliability.
10. Ticket Age for Unresolved Tickets
The duration of time tickets remain open without resolution.
Why It Matters:
Identifies bottlenecks in the resolution process.
Highlights areas needing additional resources or process improvements.
How to Measure:
Track the elapsed time for unresolved tickets and calculate averages or age distributions.
11. Count of Tickets Reassigned Between Groups
The number of tickets transferred between support groups more than a specified number of times.
Why It Matters:
Indicates inefficiencies in ticket handling or unclear responsibilities.
Reduces delays caused by excessive ticket reassignments.
How to Measure:
Count tickets reassigned more than the threshold and analyze root causes.
The number of incidents caused by or linked to ongoing change activities.
Why It Matters:
Measures the impact of changes on system stability.
Identifies areas to improve change management practices.
How to Measure:
Track incidents tagged or associated with active change requests.
13. Number of Incidents Impacting Assets
The count of incidents tied to specific hardware, software, or other assets.
Why It Matters:
Helps identify problematic assets or configurations.
Improves proactive maintenance and asset lifecycle planning.
How to Measure:
Analyze incident logs to find trends linked to particular assets.
14. Average Resolution Time Per Group, Agent, and Category
The average time taken to resolve tickets broken down by team, individual agent, and issue category.
Why It Matters:
Highlights performance differences between groups or individuals.
Helps optimize resource allocation and identify training needs.
How to Measure:
Calculate average resolution times for each group, agent, and category.
15. Average Resolution Time Per Service Request Item
The average time taken to complete specific service request types.
Why It Matters:
Identifies areas where processes can be streamlined.
Ensures consistent performance across service request types.
How to Measure:
Track resolution times for each service request item and calculate averages.
How to Use These KPIs Effectively
Set Benchmarks: Establish baseline metrics to compare against industry standards or internal goals.
Monitor Trends: Track KPIs over time to identify patterns and areas for improvement.
Leverage Tools: Use ITSM platforms with built-in analytics to automate data collection and reporting.
Communicate Results: Share KPI insights with stakeholders to demonstrate IT’s value and drive informed decision-making.
Conclusion
Measuring the right KPIs is essential for ITSM teams to deliver high-quality service and drive continuous improvement. By focusing on metrics like FCR, MTTR, SLA compliance, and customer satisfaction—along with additional detailed metrics—IT teams can align their efforts with business goals and enhance the overall user experience.
Remember, KPIs are not just numbers—they tell a story about your IT organization’s performance, challenges, and opportunities. Use them wisely to foster a culture of accountability, innovation, and success.