This is a checklist of IT metrics from APQC.
- IT organization
- Cost Effectiveness
- Total IT budget as % of revenue
- Total IT budget per employee
- Average time to break even for new or enhanced IT services by level of investment
- Number of IT customers serviced per FTE
- Staff Productivity
- Number of employees performing IT processes per <$1,000> revenue
- Number of IT FTEs for developing and managing customer relationships per <$1,000> revenue
- Number of IT FTEs for managing the business of IT per <$1,000> revenue
- Number of IT FTEs for managing business resiliency and risk per <$1,000> revenue
- Number of IT FTEs for managing enterprise information per <$1,000> revenue
- Number of IT FTEs for developing and maintaining IT solutions per <$1,000> revenue
- Number of IT FTEs for deploying IT solutions per <$1,000> revenue
- Number of IT FTEs for delivering and supporting IT solutions per <$1,000> revenue
- Number of IT FTEs for managing IT knowledge per <$1,000> revenue
- Number of external service provider FTEs per <$1,000> revenue
- Cycle Time
- Average time to market for new or enhanced IT services by level of investment
- Business Driver
- IT expense per employee
- Percentage of IT budget used for discretionary versus non-discretionary expenditures
- Percent of IT budget used to operate versus grow business
- Distribution of IT operating versus capital budget
- Distribution of IT operating budget by hardware, software, personnel, external service providers, network/telecom, facilities, and other
- Distribution of IT operating budget related to software
- Distribution of IT operating budget related to personnel
- Distribution of IT operating budget related to networks/telecom
- Distribution of IT capital budget related to computing equipment, storage equipment, software, network/telecom, external service providers, and other
- Distribution of IT capital budget related to computing and storage
- Geographic distribution of IT customers
- Geographic distribution of IT employees
- Percent change in IT budget for upcoming year
- Percentage of SLA governance by process category
- Distribution of IT budget by process category
- Cost Effectiveness
- IT Planning and Management
- Cost Effectiveness
- Total cost of managing the business of IT per <$1,000> revenue divided by cost category
- Total cost of managing IT customer relationships per <$1,000> revenue divided by cost category
- Total cost of managing business resiliency and risk per <$1,000> revenue divided by cost category
- Total cost of managing IT knowledge per <$1,000> revenue divided by cost category
- Staff Productivity
- Level of FTE experience by process category
- Staff turnover (retire, new hire, replaced within one year)
- Length of time for IT KM program
- Cycle Time
- Average time to respond to business shifts
- Average time to match IT need with service/solution by investment level
- Average time to act on business exposure/opportunity categorized by percent of revenue
- Average time to close an IT skill or capability gap
- Cost Effectiveness
- IT Development and Maintenance
- Cost Effectiveness
- Average percentage of project ROI achieved
- Total cost of develop information and content management strategies per <$1,000> revenue divided by cost category
- Total cost of define the enterprise information architecture per <$1,000> revenue divided by cost category
- Total cost of manage information resources per <$1,000> revenue divided by cost category
- Total cost of perform enterprise data and content management per <$1,000> revenue divided by cost category
- Total cost of develop and maintain IT solutions per <$1,000> revenue divided by cost category
- Percentage of IT budget used for develop information and content management strategies
- Percentage of IT budget used for defining the enterprise information architecture
- Percentage of IT budget used for manage information resources
- Percentage of IT resources used for perform enterprise data and content management
- Percentage of data managed centrally as enterprise information assets
- Percent of common data across all business units
- Percentage of data that has defined policy, definition, and change control responsibility
- Total annual number of revisions to the published enterprise information architecture
- Percentage of data assessed for compliance with information policies and standards
- Percentage of information elements with assigned and active data custodians
- Average percentage change in detected exceptions to the information architecture per year
- Percentage of IT budget for SOA
- Staff Productivity
- Number of FTEs for develop information and content management strategies per <$1,000> revenue
- Number of FTEs for define the enterprise information architecture per <$1,000> revenue
- Number of FTEs for manage information resources per <$1,000> revenue
- Number of FTEs for perform enterprise data and content management per <$1,000> revenue
- Number of FTEs classified as IT architects
- Process Efficiency
- Percentage of projects delivered on time or early
- Percentage of projects delivered on or below budget
- Average percentage of initial functionality delivered
- Number of current and prior development projects by investment level
- Average backlog
- Average time to respond to highest priority problems
- Average time to resolve highest priority problems
- Number of break/fix requests requiring rework
- Number of SOA services implemented
- Percentage of internal versus external SOA services
- Cycle Time
- Average time to fulfill an information need categorized by complexity
- Average time to create the enterprise information management strategic plan
- Length of information architecture planning horizon
- Average time to report on compliance status of the information architecture
- Average time to set up the technical interface for a user of a defined data content source
- Average time to fulfill a business need with relevant IT solutions categorized by investment level
- Cost Effectiveness
- IT Operations
- Cost Effectiveness
- Total cost of deploy IT solutions per <$1,000> revenue divided by cost category
- Total cost of deliver and support IT services per <$1,000> revenue divided by cost category
- Process Efficiency
- Percentage of unscheduled outages from change requests
- Percentage of unscheduled outages from release introductions
- Cycle Time
- Average time to make a change to the production environment
- Average time to introduce a new release into the production environment
- Average time to resolve a service commitment disruption
- Cost Effectiveness
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