In the previous blog we went through what KPI stands for, its definition, key elements and frequently asked questions. As a follow-up here are some concrete and real-world examples of how IT professionals can apply the key elements of KPI in practice:
Measurable Objective Examples
Objective
Timeline
Target
Increase website traffic
Next quarter
20% increase in unique visitors
Improve customer support response time
Next month
50% reduction in average response time
Increase server uptime
Next six months
99.9% uptime
Data Sources and Collection Examples
KPI
Data Sources
Data Collection Methods
Website traffic
Google Analytics, Hotjar
Tracking code, analytics software
Customer support response time
Customer support ticket software
Automated ticket tracking and response time measurement
Server uptime
Nagios, Datadog
Server monitoring software, automated notifications
Performance Targets Examples
KPI
Target
Success Threshold
Failure Threshold
Website traffic
10,000 unique visitors per month
8,000 unique visitors per month
Less than 6,000 unique visitors per month
Customer support response time
Less than 24 hours average response time
Less than 12 hours average response time
More than 48 hours average response time
Server uptime
99.9% uptime
99.8% uptime
Less than 99.5% uptime
Reporting and Communication Examples
Reporting Format
Reporting Interval
Communication
Dashboard with line chart showing website traffic
Monthly
Share with stakeholders and encourage action based on the data
Automated email report showing customer support response time
Weekly
Share with customer support team and encourage action to improve response time
Alert notifications for server downtime
Real-time
Send alerts to IT team for immediate response and follow-up communication with stakeholders
By using tables to explain KPI examples, IT professionals can easily visualize the different aspects of KPI metrics and implementation, including measurable objectives, data sources and collection, performance targets, and reporting and communication.
In a future blog I’ll go into details and steps of how to exactly measure these KPIs.
