Performance Measures

From: Subject: Performance Measures Date: Sat, 14 May 2005 21:39:19 -0400 MIME-Version: 1.0 Content-Type: text/html; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable Content-Location: http://irm.cit.nih.gov/itmra/perfsample.html X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2900.2180 Performance Measures

IT = General=20 Performance Measures

Objectives

Sample = Measures

IT Strategic Measures
Enterprise Mission Goals	% mission improvement (cost, time, quality, = quantity=20 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=20 to approved IT solution deployment % reusability of core=20 modules
Financial and Investment = Performance	% total IT costs by major asset categories = (hardware,=20 software, personnel, facilities, management) IT budget as % of operational budget and compare to industry = average=20 net present value, internal rate of return, return of investment, = return=20 on assets percentages (aggregate or by project)
IT Resources Usage	% databases that can be shared % = hardware/software=20 with interoperability capabilities

Customer Measures
Customer Partnership and = Involvement	% cooperative customer and IT applications = design %=20 joint development service level agreements % customers = attending IT=20 investment meetings
Customer Satisfaction	% customers reporting full use of = applications %=20 customers satisfied with IT application design % customers=20 satisfied with IT maintenance and support % of problems = resolved=20 within target time % products launched on time Taken = to=20 fulfill service requests
Business Process Support	degree to which IT solution support process = improvement=20 plans degree to which IT aids process = analysis degree =20 to which IT solutions can adapt to new = requirements incremental=20 cost to transfer application to new hardware = platform

Internal IT Business = Measures
Architecture Standards = Compliance	% procurement exception to architecture = standards N=20 variations from standards detected by review and audit=20 per year % increase in systems using standard = architecture
Project Performance	% projects on time, on budget % projects = using=20 standard methodology for systems analysis and design N = backlog on=20 enhancement and maintenance requests
Infrastructure Availability	% computer availability % applications=20 availability on-line system response = time

IT Training Measures
Workforce Competency and = Development	N staff trained by skill area % staff = training uses=20 new technologies and techniques % staff professionally=20 certified % IT budget devoted to training and staff=20 development
Employee Satisfaction	% employees satisfied with the existing technical = and=20 operating environment to deliver quality products or = services %=20 employees satisfied with training % employee turnover by=20 function

Generic=20 Help Desk Performance Measures

Outcomes:	Measures:
Qualified Help Desk Staff	N an % of help desk staff that meet specific=20 qualifications N and % of help desk staff that have a score of X of above = following a=20 training course on IT N and % of help desk staff whose work meets specific=20 standards
Quality of User Manuals	Availability of user-friendly manuals for users to = use in=20 lieu of contacting help desk staff
Quality of Resources Available	N and % of staff who indicate that they always or = almost=20 always have access to supervisors
Availability of Help Desk Staff	Hours of operation of help desk by time of day,=20 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,=20 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=20 staff morale as a result of getting needed support from IT help=20 desk

Generic=20 Performance Measures for LAN

Outcomes:	Measures:
Operate an Efficient and = Effective=20 Local Area Network	N of problems or incident=20 reports Increase or decline in system response = times N of=20 administrators/technicians trained
Integrity of System	N and % of customers who report = breaches of=20 (such as unauthorized access to email files) N and % of = customers=20 who comply with security regulations
Maintain 99% = Availability of Network=20 and Resources to customers, (7 days a week, 24 hours a day)	N and % of users who increase type of = usage=20 (e.g., expand usage of resources such as email to = Internet) System=20 availability by time of day, specifically during critical periods = of the=20 day.
Ensure Optimized = Operation of=20 Networks	Determine number of times, length of = time, and=20 when individuals at NIH access the internet.
Increase Productivity of = Customers=20 by X %	Degree to which work yields more = useful results=20 compared to work produced using other resources (email vs. formal=20 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=20 files.
Through periodic = inspection of PCs,=20 reduce the incidence of downtime and repair and increase longevity = of=20 components parts.	Annually conduct preventive = maintenance to 200=20 PCs and workstations to determine new incidence rate of = downtime.
Locatability	N and % of users reporting ease of = determining=20 where drives and files are available.

Page last updated: 05/09/2000