Key performance indicators (KPIs) are measurable values that help organizations track and assess their progress toward achieving specific business objectives. They provide a framework and structure for monitoring performance, making informed decisions, and driving improvements. Information technology leaders who work in schools are well-served to have key performance indicators identified. These are goals that are specific to IT operations, including those related to end user devices, network operations, training, and other factors that affect IT operations. KPI related to technology are particularly important as many in the leadership team are not necessarily familiar with technology. By having KPI that have been defined by the IT leaders, they can have a greater effect on their work and are less likely to have work distracted by those who are unfamiliar with the goals of IT.
KPI for IT
In schools, KPIs are likely to be associated with the performance of technology-based tasks, response, times, and security incidents.
- System uptime—Measures the percentage of time that IT systems are operational and available for use. High uptime indicates reliable and stable IT infrastructure.
- Help desk response time—Tracks the average time it takes for the IT help desk to respond to support requests. Faster response times indicate better support for students and staff.
- Ticket resolution time—Measures the average time it takes to resolve IT support tickets. Shorter resolution times suggest efficient problem-solving and support processes.
- User satisfaction—Gauges the satisfaction levels of students, teachers, and staff with IT services through surveys and feedback. High satisfaction scores reflect effective IT support and services.
- Network performance—Monitors the speed and reliability of the school’s network, including metrics like bandwidth usage, latency, and packet loss. Good network performance ensures smooth access to online resources.
- Security incidents—Tracks the number and severity of security incidents, such as data breaches or malware infections. Fewer incidents indicate better security measures and practices.
- Software deployment time—Measures the time it takes to deploy new software or updates across the school. Efficient deployment processes minimize disruptions to teaching and learning.
- Device management—Monitors the number of devices (e.g., computers, tablets) that are properly managed, updated, and maintained. Effective device management ensures that all equipment is functional and up to date.
- Training and professional development—Tracks the number of training sessions and professional development opportunities provided to staff on IT-related topics. More training sessions indicate a commitment to improving IT literacy and skills.
- Cost management—Measures the IT department’s ability to manage and optimize costs, including budget adherence and cost savings achieved through efficient resource utilization.
While KPIs are essential for monitoring progress, they have inherent limitations. KPIs are often narrow in scope and focus on specific aspects of performance. This can lead to a myopic view, where organizations concentrate on meeting KPI targets without considering the bigger picture. For instance, a company might focus on increasing numbers of devices without addressing the capacity of the devices; Chromebooks are of little use to students who need to use certain software. Moreover, KPIs can sometimes be manipulated or misinterpreted. Employees might engage in behaviors that boost KPI numbers without genuinely contributing to the organization’s goals. Consider, for example, issues related to user satisfaction. There are instruments related to technology acceptance that are designed to measure user satisfaction.
The key is to ensure that KPIs are aligned with desired outcomes. Organizations should select KPIs that directly contribute to their overarching goals and regularly review and adjust them as needed. This alignment ensures that KPIs serve as steppingstones towards achieving meaningful outcomes.