Key performance indicators in IT

Os principais indicadores de desempenho na área de TI

Defining KPIs is essential to the good performance of a company. KPIs are key performance indicators that tell us what state the business is in and how far (or near) we are from meeting the stated goals. Based on the indicators and the company’s performance, managers can make more informed decisions. BAM tools such as Multipeers allow you to track KPIs continuously and in real time. Analysing performance consistently ensures that more attention is paid to meeting the objectives, effectively, increasing the degree of achievement of the objectives. Find the main key performance indicators in IT!

Uptime index

This is one of the most important IT metrics. It tells us how long IT applications have been available to users, so the longer it is, the better the IT structure performs. It is essential that the company’s technological infrastructures are always available so that productivity rates remain constant.

Average service time

Another very important metric is the average time that professionals take to respond to requests placed in the service desk. The faster the service and the resolution of the situation, the better the IT performance.

Performance of applications

This is one of the most important IT metrics, and for this purpose, it is necessary to use monitoring tools that constantly evaluate the performance of the applications from an end user’s perspective. Companies increasingly outsource the management of their IT assets to specialized companies that guarantee security, high performance and permanent availability.

Offline time

This KPI serves to analyze the average time an IT device or infrastructure was unavailable. It is a metric known as MDT (mean down time). This metric averages all the time that the service was unavailable to users, for any reason. This value is obtained through the sum of the time the system was unavailable divided by the number of occurrences in that period.


Defining business indicators in a conscious way is fundamental for being able to analyze the business objectively. It is essential that the indicators analyzed show managers the way forward in order to correct errors and apply new strategies. KPIs should be simple so that the entire team is able to understand them. If you have overly complicated KPIs, you run the risk of not being able to extract any useful information from your analysis. If employees don’t understand the indicator, they can become unmotivated, which harms the company’s performance. A KPI should be analysed frequently because only with constant monitoring are we able to understand whether we are correctly executing the company’s strategy and generating value with our activity. You should always opt for indicators that can be measured easily and frequently so that you can make day-to-day decisions based on reliable and up-to-date information. Finally, it is important to note that not all indicators are for all companies. There are indicators that fit one type of business but don’t make any sense in other areas of activity. Defining meaningless or useless indicators will only create harmful noise to employees’ performance and this will have a negative impact on the company’s overall results.

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