IT部门KPI

Improve Business Performance 
 Growth in business profits
 Growth in sales
 Growth in market share
 Stock price appreciation

Training / Orientation in key areas 
 Hours of user training
 Number of users turned out successfully
 
Attendance in training sessions 
 Number of attendees at user training sessions
 Number of hours users have spent on training services
 
Aligning IT services with business objectives 
 Improving SLA’s
 Number of capabilities (services that can be rendered)
 Actual capacity (number of people available & avoid new project traps)
 
Improving the quality of IT services 
 Number of services delivered on time
 Number of people working on a project versus the required number
 
Reducing the long-term cost 
 Cost of Infrastructure
 
Research  
 Average progress rates (time versus results obtained)
 Number of successful prototypes (in relation to completion and developments for the future)
 Rate of knowledge acquisition (progress within the research)
 Rate of successful knowledge representation (translating to various steps for measuring users satisfaction and perception)
 
Control direct costs relating to hardware / software 
 Cost of Purchase
 Cost of leased equipment
 Cost of delivery
 Financing costs
 
Control direct costs relating to Maintenance & Materials 
 Cost of digital storage media
 Cost of spares
 Maintenance contracts
 Cost of consumable items such as ink, cartridges, cds etc.
 
Control direct costs relating to Operation 
 Labor cost for technical and user support
 Facilities costs such as a dedicated server room with fire and air control systems
 Domain registrations costs
 Network costs determined by network demand and the bandwidth usage of the asset
 
Control direct costs relating to Administration 
 Cost of finding and hiring staff
 Training costs of both IT staff and end users
 Cost of professional certifications necessary
 
Control Indirect Costs relating to end user operations 
 Cost of support to the end users of IT assets
 Cost of Skilled labor for support
 
Control Indirect Costs relating to Downtime 
 Time for Maintenance scheduled and unscheduled
 
Control Indirect Costs relating to ‘Futz Factor’ 
 Time of usage of assets for unrelated activities such a gaming, chatting etc.
 Use of assets for non-business purposes
IT/Business Ratios

% of IT contribution in ROTA – From a CFO & CIO perspective, it will tell the IT contribution on “Return on Total Assets” -ROTA

% of spend on current IT capital projects that are considered driven by the business – Percentage of spend on current IT capital projects that are considered

driven by the business (i.e., the need originates within the business functions, usually to increase revenue, decrease cost, or otherwise address strategic or tactical business needs as approved by senior business management) divided by total IT capital projects

Ratio of fixed price projects cost versus T&M projects cost – Ratio of total Fixed Priced Projects cost versus total T&M project costs

% of IT time spent on NPD versus total time spent on NPD rollout – This is the ratio of time spent by IT department on New Product Development Projects (NPD) versus the total time spent by all business teams on NPD

Average IT-related costs per customer – Average IT-related costs per customer. Customers are individuals or companies that purchase goods and services from the organization

Ratio of % growth of IT budget versus % growth of revenues – Measures the ratio of IT growth to business growth. When IT growth is less than business growth it can indicate economies of scale, improved efficiencies or underinvestment

IT Investment to IT Staff Training – Ratio between annual IT Investment (not operational costs) and annual spending on IT staff training

Impact of IT Training on IT Operational Costs – Ratio between the percentage of growth of the IT costs relative to the IT operations (not investments) and the percentage of growth on IT Training Costs, analyzed as a tendency.

% of current initiatives driven by the business – Percentage of current business initiatives that are considered innovations that are driven by the business, i.e., the idea originates within the business functions i.e. not within IT.

% of IT labor outsourced – Percentage of IT labor (e.g. in FTE) that is outsourced.

% of current initiatives driven by IT – Percentage of current business initiatives that are considered innovations that are driven by IT, i.e., the idea originates within the IT function or IT leadership or from a group in which IT plays a dominant role

% of IT time associated to IT investment – Percentage of time (from workforce) associated to IT investment (instead of IT maintenance of existing IT services) relative to all IT time within the measurement period.

% of growth of IT budget – Percentage of growth of the IT budget relative to the previous measurement period (for example quarterly or yearly).

% of IT costs associated to IT maintenance – Percentage of costs associated to IT maintenance (instead of IT investment in new initiatives) relative to all IT costs within the measurement period

% of IT costs associated to IT investment – Percentage of costs associated to IT investment (instead of IT maintenance of existing IT services) relative to all IT costs within the measurement period.

% of IT initiatives/projects championed by the business – Percent of IT initiatives/projects championed by business owners

Cobit Define Strategic IT Plan IT to Total Employees Ratio – Ratio between IT staff (in FTE) and all non-IT staff (in FTE).

% IT Budget of Total Revenues – Percentage of IT budget of total revenues of the company.

% IT Capital Spending of Total Investment – Percentage of IT investments of total investement of company.

IT Spending per Employee – Average IT spending per employee (in FTE)

1.财务层面：IT项目费用控制率、IT项目成本控制率。

　　2.客户层面：内部客户服务满意度、IT项目及时完成率。

　　3.流程层面：内部流程优化程度、网络讯息安全程度、应用软件维护程度。

　　4.学习成长层面：内部讲师授课时数、员工技能提升程度。