IT Support KPIs that can transform you from an IT manager, into an IT superhero

The life of an IT manager

Not all heroes wear capes but you might just get bought one if you start using these simple IT support KPIs. These easy to report metrics will enable you to deliver a complete IT support analysis and quietly discover areas that can be improved to maximise business & IT alignment. Stagger your clients, users and superiors alike.

There are numerous positive effects of utilising IT KPIs in the delivery of IT support and service.

1. Reduced possibility of company network downtime
2. Improved end user experience
3. Improved efficiency and management of IT department
4. Reduced IT expenses for the business

Here are 5 easy to measure KPI’s that Knight IT use for IT Support as part of the Boundless Support service that will massively improve your reporting and help you optimise your IT department’s processes.

 

IT Support KPI 1: MTTR (Mean Time to Repair)

The MTTR (Mean Time to Repair) is the calculated mean average of hours it currently takes for your department to repair a system, network or application to 100% functionality after any error or failure.

If you’re seeing large values once you’ve calculated your MTTR (Mean Time to Repair) it could be down to a few areas needed to improve.

A high value MTTR could indicate the following:

• Your current IT support processes might be inefficient.
• Your internal management practices may need refinement.
• Your systems are not built for fast repair and recovery.
• Your IT specialists are receiving poor training or need their training boosted.
• Your making use of outdated legacy IT systems or end of life devices

How to overcome these issues:

• Create a complete training plan for your IT employees that continuously tops up their knowledge and expertise, enabling them to keep on top of current issues, and the best practises in fast repair and resolution procedures.
• Seek to standardise IT support processes and procedures across all IT operations.

IT Support KPI 2: UC:CST (Unit Cost: Customer Support Ticket)

The CPT (Cost Per Ticket) is a measurement of the total cost of the IT expenses to support IT users and/or Remote Workers divided by the total number of support tickets opened during the same period of time.

A high value here can indicate:

• Poor IT department employee training, meaning their repairs are more time consuming, inefficient and costly.
• Sub-par distribution of IT department information on end-user IT resource channels such as FAQs
• Poor performance and productivity from IT employees
• Poor task management practises within the IT department

How to overcome these issues:

• Seek to improve your internal IT support processes and performance review practises for your IT department employees.
• Keep end-user FAQs and self-service resources up to date on how those users can troubleshoot and potentially fix IT issues for themselves without immediately deferring to the IT department. This can dramatically decrease the CPT if users aren’t calling the IT department to troubleshoot every easily resolved issue. It also gives your department more time to focus on other more important issues.

 

IT Support KPI 3: STCPE (Support Tickets Closed Per Employee)

Your STCPE (Support Tickets Closed Per Employee) KPI is the calculation of the number of support tickets your department has closed divided across how many technicians you have in your department resolving those tickets. The higher the value, the better.

A low value here can indicate:

• Poor IT department employee training, meaning technician’s repairs are slow and inefficient.
• Sub-par use of IT department information such as in FAQs, help guides and other resources for technicians.
• Poor performance and productivity from IT employees
• Poor task management practises within the IT department

How to overcome these issues:

• Ensure IT technicians are provided with up-to-date training and a continuous training and development plan to keep their skills and knowledge sharp.
• Ensure your internal processes are focused on producing insights which identify which part of the process is causing a productivity bottleneck. 

IT Support KPI 4: MTFB (Mean Time Between Failures)

Employee in a red shirt sitting at a desk with her hands up starting at a silver laptop in front of her with a confused expression,

The MTFB (Mean Time Between Failures) is the measurement of average number of days in which the most recent fault is fully resolved to the next fault being logged with the IT department (think of traditional factory ‘it’s been X days since our last accident’).

A lower value for this IT Support KPI can be indicative of:

• Systemic issues with the technological infrastructure of the company that the IT department are not effectively resolving.
• Technician repairs are sub-par or tickets are being close prematurely.
• Fault causes are not being properly addressed.
• Fixes and resolutions are not being properly tested once implemented.

How to overcome these issues:

• Cross reference the time between failures with the use of different systems and platforms to identify specific elements, platforms, and systems that are causing the most issues. With this information, you can then identify the causation of recurring issues.
• Seek to improve your internal IT support processes and performance review practises for your IT department employees.

IT KPI 5: CT:CSTR (Cycle Time: Customer Support Ticket Resolution)

The CT:CSTR (Cycle Time: Customer Support Ticket Resolution) calculation is used to gauge the number of hours needed to resolve a fault or failure ticket on average. The count begins from the time the support ticket is first opened and concludes when the technician closes said ticket.

High values for this KPI for IT Support could indicate:

• Sub-par IT technician productivity and efficiency
• Sub-par use of IT department information such as in FAQs, help guides and other resources for technicians.
• Poor IT department employee training
• Poor IT department performance management and oversight

How to overcome these issues:

• Improve the performance management practises as part of your IT support process in order to identify the specific issues causing the most trouble for end users and that take the most time to resolve.
• Consider refining IT department information distributed to the end-users to encourage employees to attempt troubleshooting themselves first, before engaging the IT department for trivial issues.

Final Thoughts

Benchmarking IT Support KPIs should be a top priority to IT managers. Having this data will not only enable you to measure your successes, but when used correctly, the insight they provide allow you see areas within the department that can be improved and optimised.

The improvements that you’ll be able to bring to the table using these KPIs will impact the business overall, boosting productivity and efficiency across the board, allowing your company/client to outperform the and improve the company’s bottom line.

You’ll be the company/client’s real-life superhero, swooping in to save the day as well as money. Who doesn’t want to be seen as their company’s superhero?

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