Key performance indicators (KPIs) are metrics that organizations can use to track and target places to improve. Software teams should be able to tie each KPI to business initiatives or stated business values.
However, specific KPIs will vary from one project to another.
Key performance indicators IT operations drive teams to work more efficiently -- but what drives KPIs?
"You have to accept this notion that what IT does has to be aligned with the outcomes of the business, not just with the weather inside the IT organization," said Joseph Pucciarelli, group vice president and IT executive advisor at IDC.
As such, results-oriented metrics, such as those related to end-user and customer satisfaction, should replace, or at least supplement, some of the more traditional, process-focused IT metrics tied to time and cost.
A process-centric KPI for IT, for example, would be the rate at which help desk tickets are closed. This metric inspires speed in help desk technicians, but doesn't always satisfy users, especially if the issue isn't resolved correctly and they have to reopen a ticket. A more results-oriented KPI, in this example, would measure users' experience with the help desk ticket process.
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