IT indicators to start measuring the performance of the IT team

There are many reasons for a manager to use indicators to achieve goals and take his team of technicians to a new level and win new customers.

There are no ready IT indicators, which you just have to follow for a business to be productive and achieve its goals.

Each business has a way of operating and managing the business, so each manager must analyze and create their own indicators to achieve good results.

Despite this individuality, there are some indicators that can act as a starting point for managers. Something like a compass that points the way and serves as a foundation. From them, it is possible to start building unique smart indicators for your team.

Read on to find out what these IT indicators are and be a more efficient manager for your team.

How do you know if an IT indicator is good?

The management of an IT team that applies the analysis of performance indicators to stipulate a goal (the desired level of performance) and track progress towards achieving the desired goal is able to develop differently.

Working with the management of performance indicators can benefit a company in the long run. That is why knowing how to set good indicators should be a task for managers.

To know when indicators are good or not, remember that they:

  • they are easy to evidence the progress to achieve the desired result
  • can contribute with analytical data capable of justifying decision-making
  • offer a comparison that measures the degree of change in performance over a short or long period of time
  • are able to measure the efficiency, effectiveness, quality, opportunity, compliance, behaviors and performance of a project as a team or staff

If the IT area wants to be taken seriously within the company and be a key player in decision making, it needs to start acting as a business unit and define indicators to define baselines, measure its performance, evaluate trends in the market and start taking action.

This is how any other sales, marketing, finance and many other departments work.

This type of culture should start to be implemented by the managers themselves and passed on to the rest of the IT team.

Having the opportunity to sit at the table of the leaders of a company will increase the level of responsibility of the IT department, but with the increase in responsibility, it can mean increased investment, efficiency, operations, revenue generation, branding and profits for the company Generally.

Some IT indicators that should be analyzed

Security: devices not updated

Technological development has its benefits, but it is accompanied by some disadvantages.

With automation and information sharing digitally, hacker attacks are increasingly frequent.

To maintain high productivity, you cannot let your guard down for a single day.

The number of viruses is growing in a surprising way and they are affecting computers and mobile devices.

All machines and devices that are not up to date and protected are major threats to the company.

To mitigate attacks, the IT department must manage this indicator on a daily basis.

Security monitoring must be performed on all company devices, not just desktops and servers.

The indicator, in this case, would be the number of devices that are not monitored. The goal is to reverse this situation and reduce the number of threats.

Average service time

The average service time is directly related to the ability of the IT team to fulfill all demands that arise within the company.

The interesting thing about this metric is the ability to judge whether the team is qualified and qualified to meet all demands and whether there is a need to increase the team or hire an outsourced IT services company.

With the average service time indicator, it is possible to measure the time that the team of technicians takes to resolve a call efficiently.

When there is a delay in answering calls, it is necessary to check what is causing this delay: lack of personnel, lack of processes or lack of engagement.

Systems availability

Today it is difficult to find companies that do not use any type of system to perform their daily functions.

Which means that these companies need the system to work perfectly so that they can perform their activities properly.

The fall of servers, poorly structured infrastructure and systems that crash at all times impair productivity and can cause irreversible damage to a large business.

Ideally, the system availability index should be above 95%, but be aware that even with such high rates, many companies can lose hours of productivity because of stoppages caused by any of the problems mentioned above.

Cost per ticket

The purpose of this IT indicator is to evaluate the total hours spent with IT support, divided by the volume of operations carried out in the same evaluation period.

The goal is to keep the cost per ticket levels low.

This indicator is influenced by the number of service requests generated and incidents. The IT area is one of the first to suffer budget cuts, but it is one of the main pillars for the business to continue functioning.

The data presented by the analysis can help the manager to prove the efficiency of the service, demands and make a comparison that avoids cutting the budget, even if the company needs to reduce costs.


Just to mention, you may or may not use these IT indicators to build a list of relevant indicators for your business or your management.

The indicators must be defined and constantly analyzed in order for an IT team to achieve good results.

Follow-up should be daily, weekly, monthly and yearly. Everything will depend on your objective and goals.

Do you already use IT indicators to measure the performance of your IT team? If you have any questions, talk to our nerds!