Information Technology (IT) Strategic & Operational Controls
Copyright: John Kyriazoglou 1
INFORMATION TECHNOLOGY (IT)
MAN...
Information Technology (IT) Strategic & Operational Controls
Copyright: John Kyriazoglou 2
List of IT Management Performan...
Information Technology (IT) Strategic & Operational Controls
Copyright: John Kyriazoglou 3
Function Measures
IT Finance
Ad...
Information Technology (IT) Strategic & Operational Controls
Copyright: John Kyriazoglou 4
FINANCIAL RESULTS PERSPECTIVE
S...
Information Technology (IT) Strategic & Operational Controls
Copyright: John Kyriazoglou 5
Strategic Goals Measures
1: Str...
Information Technology (IT) Strategic & Operational Controls
Copyright: John Kyriazoglou 6
IT Security Performance Measure...
Information Technology (IT) Strategic & Operational Controls
Copyright: John Kyriazoglou 7
Number Performance Measure
1 Me...
Information Technology (IT) Strategic & Operational Controls
Copyright: John Kyriazoglou 8
Number Performance Measure
1 Me...
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INFORMATION TECHNOLOGY (IT) MANAGEMENT PERFORMANCE MEASURES

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This document contains a list of over 87 IT Management Performance Measures that can be used by IT managers, development and technical staff as well as other professionals in monitoring and improving the performance of IT Systems and Operations for any type of company or organization.

For details on how these fit into IT Operations, see my book:
‘IT Strategic & Operational Controls’
PUBLISHER: www.itgovernance.co.uk

Published in: Business, Technology
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INFORMATION TECHNOLOGY (IT) MANAGEMENT PERFORMANCE MEASURES

  1. 1. Information Technology (IT) Strategic & Operational Controls Copyright: John Kyriazoglou 1 INFORMATION TECHNOLOGY (IT) MANAGEMENT PERFORMANCE MEASURES By John Kyriazoglou August 2013 This document contains a list of over 87 IT Management Performance Measures that can be used by IT managers, development and technical staff as well as other professionals in monitoring and improving the performance of IT Systems and Operations for any type of company or organization. For details on how these fit into IT Operations, see my book: ‘IT Strategic & Operational Controls’ PUBLISHER: www.itgovernance.co.uk
  2. 2. Information Technology (IT) Strategic & Operational Controls Copyright: John Kyriazoglou 2 List of IT Management Performance Measures Table 01: IT Organization Performance Measures-Example Table 02: IT Administration Performance Measures-Example Table 03: IT Overall Performance Measures - Example Table 04: IT Strategic Performance Measures - Example Table 05: Systems Development Performance Measures-Example Table 06: IT Security Performance Measures Table 07: IT Operational Performance Measures Table 08: IT Technical Performance Measures Table 09: Computerized Application Performance Measures
  3. 3. Information Technology (IT) Strategic & Operational Controls Copyright: John Kyriazoglou 3 Function Measures IT Finance Adherence to budget, Expenditures on maintenance vs. new development, Expenditures on preventative maintenance, Return on IT Investments, Ratio of administrative (staff)) costs to production (line) costs IT Human Resource Management Turn over ratios, Training per employee (amounts, hours), Average tenure within the company IT System Development Functions developed worth to users, No. of lines coded / tested / changed, Number of Applications supporting critical business functions, Hours spent on maintenance (person, program) IT Operations Timely delivery of reports to users, Average response time, Average availability time, Volume of data stored, Mean time between failures, No. of lines printed, Volume of data maintained, Number of Shared Applications, Number of Shared Data Bases, No. of on-line transactions processed Table 01: IT Organization Performance Measures-Example Compliance Measures For IT Administration Controls IT Corporate procedures not documented and kept current IT Corporate committee not established IT Corporate committee not functioning IT Departmental terms of reference not formulated IT Personnel management controls not followed IT procedures not followed IT Budget not followed IT Visitors not recorded IT Offices and premises not secured IT Problem solutions not recorded IT Computer jobs schedule not followed Security incidents not recorded Security reviews not performed Management reports not produced Table 02: IT Administration Performance Measures-Example
  4. 4. Information Technology (IT) Strategic & Operational Controls Copyright: John Kyriazoglou 4 FINANCIAL RESULTS PERSPECTIVE Strategic Objectives Strategic Controls (Measures) Financial Efficiency Monthly performance against the operating IT budget % of IT projects implemented within budget Return on IT Investments CUSTOMER PERSPECTIVE Strategic Objectives Strategic Controls (Measures) Service % of IT projects implemented within time Time spent on customer problem resolution Network availability IT SYSTEMS DEVELOPMENT PERSPECTIVE Strategic Objectives Strategic Controls (Measures) Improvement of business functions Number of projects with easily identifiable benefits Number of projects with economic benefits Number of projects with soft benefits INNOVATION & LEARNING PERSPECTIVE Strategic Objectives Strategic Controls (Measures) Development % of IT projects developed by Standard ‘XX’ Number of IT staff trained on the customer business functions Number of training hours by IT staff IT Personnel Management % IT staff resigned voluntarily % hours of unjustified absence Table 03: IT Overall Performance Measures - Example
  5. 5. Information Technology (IT) Strategic & Operational Controls Copyright: John Kyriazoglou 5 Strategic Goals Measures 1: Strategic Alignment % of Active Projects Approved by Senior Management 2: Customer Satisfaction % Compliance with Customer Service Level Agreements 3: IT Business Performance % Computer & Network Availability 4: IT Staff Innovation & Learning % of IT Staff Training Plans Executed Table 04: IT Strategic Performance Measures - Example Systems Development Performance Measures Delivered lines of code, Development time Delivered vs. planned function points No. of listed requirements not delivered on time Actual development cost vs. budget Average time to deliver an application Planned value, earned value, cost variance Schedule variance, cost performance index Percentage of users satisfied with the delivered application Percentage of users trained in new application Table 05: Systems Development Performance Measures-Example
  6. 6. Information Technology (IT) Strategic & Operational Controls Copyright: John Kyriazoglou 6 IT Security Performance Measures Number and types of incidents Number and types of violations Number and types of viruses eliminated Number and types of obsolete accounts Number of incidents that damaged the reputation of the organization with the public Number of developed and deployed systems where security requirements were not met Number of access rights authorized, revoked, reset, or changed, Number and types of violations (by IP Address, by port, by traffic type denied, etc.) Access privileges maintenance response time Number and types of external visitors Number and types of maintenance visits Number and types of access by remote calls Table 06: IT Security Performance Measures Number Performance Measure 1 Online response time 2 Number of pages printed 3 Number of operational hours 4 Number of idle hours 5 Number of transactions processed 6 Number of processing errors 7 Mean time to backup 8 Mean time to recover 9 Average time of error correction 10 Average availability (percentage) of applications 11 Average availability (percentage) of hardware/communications/software Table 07: IT Operational Performance Measures
  7. 7. Information Technology (IT) Strategic & Operational Controls Copyright: John Kyriazoglou 7 Number Performance Measure 1 Mean time between system repairs 2 Change controls not followed 3 Operating system, data base management system and communications software not kept current 4 Security controls for operating system, data base management system and communications software not followed 5 Documentation controls for operating system, data base management system and communications software not followed 6 Authorization controls for operating system, data base management system and communications software not kept 7 Audit trail controls not maintained 8 Average availability of operating system, data base management system and communications software Table 08: IT Technical Performance Measures
  8. 8. Information Technology (IT) Strategic & Operational Controls Copyright: John Kyriazoglou 8 Number Performance Measure 1 Mean time between application failures 2 Application change controls not followed 3 Application software not kept current 4 Security controls for application software not followed 5 Documentation controls for application software not followed 6 Authorization controls for application software not kept 7 Audit trail controls not used 8 Average application availability 9 Application input controls not used 10 Application processing controls not used 11 Application output controls not used 12 Application data base controls not used Table 09: Computerized Application Performance Measures

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