IT General Performance Measures
| Objectives | Sample Measures |
IT Strategic Measures |
|
| Enterprise Mission Goals | % mission improvement (cost, time, quality, quantity attribute to IT
solutions and services % planned IT benefits realized % IT strategies fully matched to enterprise strategies |
| Portfolio Analysis and Management | % IT portfolio reviewed and disposed % compliance to approved IT solution deployment % reusability of core modules |
| Financial and Investment Performance | % total IT costs by major asset categories (hardware, software, personnel,
facilities, management) IT budget as % of operational budget and compare to industry average net present value, internal rate of return, return of investment, return on assets percentages (aggregate or by project) |
| IT Resources Usage | % databases that can be shared % hardware/software with interoperability capabilities |
Customer Measures |
|
| Customer Partnership and Involvement | % cooperative customer and IT applications design % joint development service level agreements % customers attending IT investment meetings |
| Customer Satisfaction | % customers reporting full use of applications % customers satisfied with IT application design % customers satisfied with IT maintenance and support % of problems resolved within target time % products launched on time Taken to fulfill service requests |
| Business Process Support | degree to which IT solution support process improvement plans degree to which IT aids process analysis degree to which IT solutions can adapt to new requirements incremental cost to transfer application to new hardware platform |
Internal IT Business Measures |
|
| Architecture Standards Compliance | % procurement exception to architecture standards N variations from standards detected by review and audit per year % increase in systems using standard architecture |
| Project Performance | % projects on time, on budget % projects using standard methodology for systems analysis and design N backlog on enhancement and maintenance requests |
| Infrastructure Availability | % computer availability % applications availability on-line system response time |
IT Training Measures |
|
| Workforce Competency and Development | N staff trained by skill area % staff training uses new technologies and techniques % staff professionally certified % IT budget devoted to training and staff development |
| Employee Satisfaction | % employees satisfied with the existing technical and operating
environment to deliver quality products or services % employees satisfied with training % employee turnover by function |
Generic Help
Desk Performance Measures
Outcomes: |
Measures: |
| Qualified Help Desk Staff | N an % of help desk staff that meet specific qualifications N and % of help desk staff that have a score of X of above following a training course on IT N and % of help desk staff whose work meets specific standards |
| Quality of User Manuals | Availability of user-friendly manuals for users to use in lieu of contacting help desk staff |
| Quality of Resources Available | N and % of staff who indicate that they always or almost always have access to supervisors |
| Availability of Help Desk Staff | Hours of operation of help desk by time of day, specifically during critical periods of the day |
| Reduction or Elimination of Work Delays | N and % of users who, as a result of help desk support, report deceased delays in their work |
| Timely, Accurate Help Desk Assistance | % problems are resolved within 2 hours of inquiry |
| Improved work climate | N and % of staff and supervisors who report increased staff morale as a result of getting needed support from IT help desk |
Generic Performance Measures for LAN
| Outcomes: | Measures: |
| Operate an Efficient and Effective Local Area Network | N of problems or incident reports Increase or decline in system response times N of administrators/technicians trained |
| Integrity of System | N and % of customers who report breaches of (such as
unauthorized access to email files) N and % of customers who comply with security regulations |
| Maintain 99% Availability of Network and Resources to customers, (7 days a week, 24 hours a day) | N and % of users who increase type of usage (e.g., expand
usage of resources such as email to Internet) System availability by time of day, specifically during critical periods of the day. |
| Ensure Optimized Operation of Networks | Determine number of times, length of time, and when individuals at NIH access the internet. |
| Increase Productivity of Customers by X % | Degree to which work yields more useful results compared to
work produced using other resources (email vs. formal memoranda or attaching files vs.
hard copy via interoffice mail.) % of reduction in length of time to complete projects % increase in intra and inter-agnecy sharing or transfer of files. |
| Through periodic inspection of PCs, reduce the incidence of downtime and repair and increase longevity of components parts. | Annually conduct preventive maintenance to 200 PCs and workstations to determine new incidence rate of downtime. |
| Locatability | N and % of users reporting ease of determining where drives and files are available. |
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Page last updated: 05/09/2000