Monthly
System Availability
The share of time a service was up and usable.
Percent
IT and infrastructure
IT KPIs: uptime, MTTR, incidents, SLA compliance, ticket backlog, cloud cost and patch compliance, with formulas and charts.
Starter dashboardThe 6 KPIs most teams in IT and infrastructure track, each in its best chart
Monthly
Mean Time to Restore
The average time from an incident starting to the service working again.
Hours
Monthly
Mean Time to Detect
The average time between a problem starting and the team knowing about it.
Minutes
Monthly
Major Incidents
The number of high-priority incidents in a period.
Number
Monthly
IT SLA Compliance
The share of tickets and incidents resolved within their agreed time.
Percent
Daily
Service Desk Backlog
The number of open service desk tickets, with how many are past their target.
Number
Monthly
Service Desk First Contact Resolution
The share of service desk tickets solved by the first person who handled them.
Percent
Monthly
Change Success Rate
The share of IT changes made without causing an incident or needing a rollback.
Percent
Daily
Cloud Spend
What the organisation pays its cloud providers in a period.
Money
Monthly
Cloud Cost per Unit
Cloud cost divided by a business unit of work: per customer, order, request or active user.
Money
Weekly
Idle Cloud Resources
The share of cloud spend on resources barely used: idle servers, unattached disks, oversized databases.
Percent
Weekly
Patch Compliance
The share of devices with all critical security patches installed within the target window.
Percent
Yearly
IT Spend as % of Revenue
Total IT spending as a share of company revenue.
Percent
Quarterly
Hardware Past End of Life
The share of devices past their planned life or out of vendor support.
Percent
Monthly
IT User Satisfaction
The share of users who rated their IT support experience as good.
Percent