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    The document provides definitions for key performance indicators related to information technology. It includes definitions organized by topic such as cost, headcount, productivity, quality and others. The definitions cover a wide range of IT-related metrics.

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    It Kpi Encyclopedia Preview

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    shahbaz519
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    The document provides definitions for key performance indicators related to information technology. It includes definitions organized by topic such as cost, headcount, productivity, quality and others. The definitions cover a wide range of IT-related metrics.

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    The document provides definitions for key performance indicators related to information technology. It includes definitions organized by topic such as cost, headcount, productivity, quality and others. The definitions cover a wide range of IT-related metrics.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    154 views5 pages

    It Kpi Encyclopedia Preview

    Uploaded by

    shahbaz519
    The document provides definitions for key performance indicators related to information technology. It includes definitions organized by topic such as cost, headcount, productivity, quality and others. The definitions cover a wide range of IT-related metrics.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 5
    At a glance
    Powered by AI
    The document discusses various key performance indicators (KPIs) related to measuring performance in different areas of information technology (IT).

    Several metrics are discussed related to measuring different components of IT costs including expenses, labor costs, outsourcing costs, hardware/software costs, communication costs, and more.

    Metrics covered related to IT headcount include the IT headcount ratio, percentage of temporary employees, and total IT headcount.

    KPI ENCYCLOPEDIA

    A Comprehensive Collection of KPI Definitions for

    INFORMATION
    TECHNOLOGY

    www.opsdog.com info@opsdog.com 844.650.2888


    Table of Contents
    Information Technology KPI Encyclopedia

    Information Technology Metric Definitions

    Information Technology����������������������������������������������2

    IT Management and Administration����������������������������������5

    Application Development��������������������������������������������7

    User Support & Services ��������������������������������������������9

    Network Administration��������������������������������������������12

    Systems Analysis & Architecture ����������������������������������14

    IT Security����������������������������������������������������������16

    Business Intelligence (BI)������������������������������������������19

    IT Procurement����������������������������������������������������21

    Application Management������������������������������������������24
    This content may not be copied, distributed, republished, uploaded, posted
    or transmitted in any way without the prior written consent of OpsDog, Inc.

    1
    © OpsDog, Inc.
    Information
    Technology
    Information Technology
    Information Technology An Information Technology, or IT, Department
    develops, manages and maintains an
    IT Management & Administration organization’s technology-related assets
    (hardware, software, systems, etc.), policies,
    Application Development procedures and systems.

    User Support & Services


    Network Administration
    Systems Analysis & Architecture
    IT Security
    Business Intelligence (BI)
    IT Procurement
    Application Management

    2
    Information Technology
    KPI Encyclopedia

    Cost Cost (Cont.)


    • IT Asset Depreciation Expense as a Percentage • IT Training/Education Expense as a Percentage of
    of Total IT Expense – The total expense related to the Total Budget Expense – The total expense of incurred
    depreciation of IT assets (hardware, etc.) incurred by the by training/educating IT employees divided by the total
    IT Department divided by the total expense incurred by budgeted IT expense over the same time period, as a
    the IT Department over the same period of time, as a percentage.
    percentage. • Other IT Expense as a Percentage of Total IT
    • IT Expense as a Percentage of Total Expense – The Expense – The total ‘other’-related expense (excluding
    total expense incurred by the IT Department divided by the labor, outsourcing and hardware/software expense)
    total, company-wide operational expense over the same incurred by the IT Department divided by the total expense
    time period, as a percentage. incurred by the IT Department over the same time period,
    • IT Expense as a Percentage of Total Revenue – The as a percentage.
    total expense incurred by the IT Department divided by the • Total Expense: External Consultant/Contractor– The
    total revenue earned by the company over the same time total expense incurred by the use of external consultants/
    period, as a percentage. contractors within the IT Department over a given period
    • IT Expense per End User – The total expense incurred of time.
    by the IT Department divided by the total number of end • IT Outsourcing Expense per Thousand End
    users. Users – The total outsourcing-related expense incurred
    • IT Expense per End User: Labor – The total labor- by the IT Department over a certain period of time divided
    related expense incurred by the IT Department divided by by each thousand users.
    the total number of end users. • Training Expense per IT Employee – The total training-
    • IT Expense per End User: Other – The total related expense incurred by the IT Department divided by
    ‘other’-related (excluding labor, outsourcing, and the total number of IT employees.
    hardware/software expense) expense incurred by the IT • Voice and Data Communication Expense as a
    Department divided by the total number of end users. Percentage of Total IT Expense – The total voice
    • IT Expense per End User: Outsourcing – The and data communication-related expense incurred by
    total outsourcing-related expense incurred by the IT the IT Department divided by the total expense incurred
    Department divided by the total number of end users. by the IT Department over the same period of time, as a
    percentage.
    • IT Expense per End User: Technology – The total
    technological expense incurred by the IT Department • Computer & Hardware Expense as a Percentage
    divided by the total number of end users. of Total Revenue – The total computer and technology
    hardware-related expense divided by the total dollar
    • IT Labor Expense as a Percentage of Total IT amount of revenue generated over the same period of
    Expense – The total labor-related expense incurred by time, as a percentage.
    the IT Department divided by the total expense incurred
    by the IT Department over the same time period, as a • Internet Service Expense as a Percentage of Total
    percentage. Revenue – The total internet service-related expense
    incurred by the company divided by the total dollar amount
    • IT Outsourcing Expense as a Percentage of Total of revenue generated over the same period of time, as a
    IT Expense – The total outsourcing-related expense percentage.
    incurred by the IT Department divided by the total expense
    incurred by the IT Department over the same time period, • Telephone Expense as a Percentage of Total
    as a percentage. Revenue – The total telephone-related expense (phone
    service, phone hardware/software, etc.) incurred by the
    • IT Technology Expense as a Percentage of Total company divided by the total revenue generated over the
    IT Expense – The total technology-related expense same period of time, as a percentage.
    (hardware, software) incurred by the IT Department
    divided by the total expense incurred by the IT Department • Average Compensation: IT Employees – The average
    over the same time period, as a percentage. total compensation (salary, bonuses, commissions) for IT
    employees (excluding managers) over a certain period of
    time.

    Contact Us for Benchmarking Data, Reports, & Other Analytical Services | info@opsdog.com | 844.650.2888 3
    © OpsDog, Inc.
    Information Technology (Cont.)
    KPI Encyclopedia

    Cost (Cont.)
    • Average Compensation: IT Managers – The average
    total compensation (salary, bonuses, commissions) for IT
    managers over a certain period of time.
    • Average Base Salary: IT Employees – The average
    base salary for IT employees (excluding managers) over a
    certain period of time.
    • Average Base Salary: IT Managers – The average
    base salary for IT managers over a certain period of time.
    • Total Expense: IT – The total expense incurred by the IT
    Department over a given period of time.
    • Expense per IT Employee – The total expense incurred
    by the company divided by the total number of IT
    Department employees.

    Headcount
    • IT Headcount Ratio – The number of company-wide,
    full-time equivalent employees (FTEs) divided by the total
    number of IT employees.
    • IT Temporary Employees as a Percentage of Total IT
    Employees – The total number of temporary employees
    within the IT Department divided by the total number of IT
    staff, as a percentage.
    • Total Headcount: Information Technology – The total
    number of IT employees working for the company.

    Organizational
    • Span of Control: IT – The average number of IT
    employees reporting to each IT manager.
    • Management Levels: IT – The total number of
    management levels, or layers, in the IT Department.
    • Organizational Structure: IT – Yes/no metric indicating

    To download the full document,


    whether the IT Department is centralized (all employees in
    a single location) or decentralized.

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    Contact Us for Benchmarking Data, Reports, & Other Analytical Services | info@opsdog.com | 844.650.2888 4
    © OpsDog, Inc.

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