CIMA E1 Syllabus E4. IT - Key Performance Indicators For IT - Notes ^{2 / 2}

The finance function works with the IT function to:

1. identify appropriate KPIs

2. assemble KPI data and information

3. analyse this for insight

4. give advice to the IT function based on this insight and

5. apply what has been learned to impact the achievement of the objectives of the IT function and the organisation as a whole.

Operational

1. Downtime on a daily basis

2. Ticket response rates for IT issues sent to IT support

3. Resolution rates

Transformational

1. Costs of new IT

2. Time savings of new IT

3. Security breaches

Strategic

1. New technology opportunities according to amount spent on IT

2. What new technology has resulted in new revenue

3. What new technology has resulted in a competitive advantage

A good KPI for the IT function to measure for IT hardware failure in the near future would be the average age of IT infrastructure. 

This is because, the older the hardware, the more likely it is to fail.