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.
When it comes to customer support and service, there are a few questions you should be asking yourself:
These questions will help you measure ticket churn and see where you can be more efficient when resolving tickets.
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.
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.