Subject: Performance Measures
From: <Saved by Microsoft Internet Explorer 5>
Date: Sat, 14 May 2005 21:39:19 -0400

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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