Top 15 KPI for IT (Information Technology) Service Industry

In the IT service industry Key Performance Indicators (KPIs) help measure the effectiveness and efficiency of various processes and services. The following are 15 essential KPIs for IT service providers:

First Call Resolution Rate (FCR): The percentage of customer issues or inquiries resolved on the first call.

Average Response Time: The time taken to respond to customer inquiries or support requests.

Average Resolution Time: The time taken to resolve customer issues or service requests.

Customer Satisfaction (CSAT) Score: A measure of customer satisfaction based on feedback or surveys.

Service Level Agreement (SLA) Compliance: The percentage of incidents or requests resolved within agreed-upon SLA timeframes.

Ticket Volume: The total number of support tickets or service requests received within a specific period.

Customer Churn Rate: The percentage of customers who discontinued services during a specific period.

Employee Utilization Rate: The percentage of time IT staff spend on billable tasks or customer-related activities.

First Contact Resolution (FCR) Rate: The percentage of customer issues resolved on the first interaction across all channels (phone, email, chat, etc.).

Incident Resolution Rate: The percentage of incidents resolved within the defined resolution time.

Mean Time to Repair (MTTR): The average time taken to resolve incidents or service outages.

Customer Retention Rate: The percentage of customers retained over a specific period.

Employee Satisfaction (ESAT) Score: A measure of employee satisfaction based on feedback or surveys.

Service Desk Abandonment Rate: The percentage of callers who hang up before reaching a service desk agent.

Customer Self-Service Usage: The percentage of customers using self-service portals or knowledge bases for issue resolution.

These KPIs provide valuable insights into the performance of IT service providers, allowing them to identify areas for improvement and deliver exceptional customer service. It's important to customize KPIs based on specific business goals and industry standards