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4 IT Metrics and KPIs You Should be Tracking

Posted by Zach Chapman


Tracking and measuring IT metrics and KPIs (key performance indicators) is a crucial component of managing IT project costs and making sure your teams are sticking to project timelines. If you didn't monitor your progress, how would you know if you made it to where you were trying to go? IT projects would be chaotic, teams would be disorganized and no one would have any idea whether they were accomplishing anything. within the organization would have no idea (or motivation) if they were accomplishing anything. KPIs are a great way to set goals, check up your success, keep everyone motivated and avoid utter project failure. 

1. Customer Support Tickets

When it comes to customer support and service, there are a few questions you should be asking yourself:

  • How many new tickets are coming in?
  • How many tickets are you resolving?
  • How long does it take you to resolve each ticket?
  • How many back and forth emails does it take to resolve the tickets?
  • What is the average response time of your team to each ticket?

These questions will help you measure ticket churn and see where you can be more efficient when resolving tickets.

2. New Features

How many new features have you added to your software? What's the usage rate of each of those new features? Do your customers enjoy them or are those features causing lots of new customer support tickets? Asking yourself these questions can help you find and fix those pesky bugs in your software so that you can start delivering a more reliable product to your customers.

3. Development Performance

If you're not familiar with Agile methodologies, a burndown chart is a tool that can be used to help teams come up with more accurate project projections and track the progress of their projects. The burndown chart is a graph that allows you to visualize the number of tasks you and your team need to finish over a given time period. This is a great IT KPI because it lets everyone see the big picture, manage expectations and identify project bottlenecks.

4. Site Traffic

When looking at your site traffic, not only do you want to know how much traffic is coming to your site over a given time period, but you can also see which channels are driving the most traffic to your site. Is it coming from direct sources? Organic search results? Paid advertising? Additionally, you'll want to know where that traffic is coming from geographically (i.e. local traffic compared to national traffic), and whether that traffic is even the traffic you want in the first place. Are your buyer personas and members of your target audience the ones visiting your site? 

There are a number of really great ways to measure the success of your IT projects using KPIs. The key is to stick with a handful of core metrics (like the ones above) and learn from them. If your team gets a KPI report back with numbers that aren't great, ask what you can do to improve them. IT metrics and KPIs can be something you make specific to your business or industry too. Get creative but make sure they're relevant.

Whether you're tracking metrics for B2B marketing, sales or IT, schedule your free strategy session today. We'll keep you motivated while you track and measure your KPIs, and ensure you're tracking the right ones in the first place.

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