KPI Metrics for the Internet, Information Technology, and Service Management - (PDF)
IT Service Management Policy Template - (Word)
Service Level Agreement Policy Template - (Word/PDF)
All of the IT Job Descriptions (Word) from the IT Position Description HandiGuide.
Latest IT Salary Survey for 73 positions in all major metro areas in the US and Canada.
Key Performance Indicator (KPI), Metrics, Quality, and Cost Control
A Key Performance Indicator (KPI) is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs to evaluate their success at reaching targets
The quality of IT systems and applications is driven by what is measured, the quality control, including version control, that is utilized as the standards of the enterprise. Janco has created infrastructure tools, which when implemented, assist CIOs and IT organizations to become world class providers of services to their enterprises and customers.
KPI Metrics for the Internet, IT, and Service Management
Business and IT Impact Questionnaire (Risk Assessment)
Cost Control and Metrics Bundle
ITIL Template
Quality Assurance and Control Bundle
Service Level Agreement Template with sample metrics
Threat and Vulnerability Assessment Too
Key Topics Covered:
KPI Metrics HandiGuide
Introduction
Book Structure
Organizational Responsibilities
Internet, Wireless, Electronic Communication, and LANs
KPI Metrics Design
KPI Metrics
KPI Metrics Implementation
Data Capture
KPI Metrics System
Sample Reports
Organizational Responsibilities
Base Assumptions and Objectives
Management Process
Executive Management
General Operations Management
Individual Managers and Staff Members
Responsibilities
Manager, Internet, and IT Resource Group
Manager, Enterprise Operational Group
Steering Committee.
Manager, KPI Metrics
Enterprise Managers (Groups, Departments and Divisions)
Enterprise Staff Members
Asset Owners
Support Managers
Users
Help Desk
Outside IT Services (Outsourcers)
Outsourcing KPI Metrics
Best practices for outsourcing KPI metrics
Basic outsourcing metrics
Responsibilities When Using IT Services
Outside IT Services - Basic Policies
Internet, Wireless (Wi-Fi), Electronic Communication, and LANs
Electronic Communication Usage Guidelines
Internet
Internet Characteristics
Security Concerns
Firewalls
Screening Router
Dual-Homed Gateway
Screening Router and Bastion Host
Encryption
Policy and Procedures
KPI Metrics Process
KPI Metrics Design
Reporting Audiences
Report Groupings
Financial
Staffing
Internet - Infrastructure
Competitive/Comparative
Productivity
System Development
IT Infrastructure
Quality Assurance
Help Desk
Computer Operations
Communications
Other - Technology
Enterprise/Industry Specific
KPI Metrics
Report Categories
Graphic Data Presentation
Data Presentation Rules
KPI Metrics - IT
Financial
Staffing
Internet - Electronic Infrastructure
Competitive/Comparative
Productivity
System Development
IT Infrastructure
Quality Assurance
Help/Service Desk
Computer Operations
Communications
Other - Technology
Enterprise/Industry Specific
KPI Metrics Implementation
Metrics Management Loop
Internet and IT Report Package
SLA Report Package
Data Capture
User Vision of Performance
Monitors
KPI Metrics System
Overview
Select KPI Metrics
Capture and Record Data for Current Period
View Documents
Print Reports
System Modifications
Technical Naming Conventions
Sample Report
Report Table of Contents
Financial
Staffing
Internet - Electronic Infrastructure
Competitive/Comparative
Productivity
System Development
Reengineering - Office Automation
Quality Assurance
Help Desk
Computer Operations
Communications
Other
Industry Specific
Sample Reports
Key Measures Report
Expense Performance Summary
Expense Variance by Category
Expense Variance by Cost Center
Capital Plan Performance
Project Capital Expenditures
Billing Allocation
System Usage by Customer
Resource Usage by Customer
Staff Plan Performance
Head Count Summary
Staff Turnover Report
Protected Classes Summary
User Penetration Count
User Penetration Volume
E-mail Traffic
Social Networks
WEB Statistics
Electronic Commerce Sales
Electronic Commerce Returns
High Volume Users
Low Volume Users
Revenue & Capital
Expenses & Staffing
Competitive Application Matrix
Technology Penetration Trends
Development Productivity
Production Support Productivity
Response Time Report - Report A
Response Time Report - Report B
Service Request Backlog
Project Status Report
Service Request Aging
Service Request Closure Priority 1
Service Request Closure Priority 2 and 3
Conversion Status
Reengineered Service Performance
Work From Home Workers
Work From Home Productivity
E-Mail Usage.
Voice Mail Usage
Project Status Report - Reengineering
Test Results by Release
Release Test Comparison (Special)
Customer Satisfaction
Quality Improvement Program
Work Load Summary
Quick Incidents
Problem Notification Analysis
Problem Notification by Priority
Problem Notification by Category
Problem Closure Statistics
Installation Repair Management
Computer Capacity
Combined Computer Work Load
On-Line Performance Summary
E-Mail and EDI Traffic
Computer Outages
Batch Processing Performance
Billing & Report Distribution Performance
Charge Back Details
Network Outages
Electronic Commerce
Switch Performance Report
Voice Mail Performance
Workstation Analysis
LAN Analysis
Usage Analysis
Distribution
Education
Entertainment
Financial Service
Government
Hospitality
Insurance
Manufacturing
Medical
Real Estate
Retail
KPI Metrics for Internet, Customers and Social Networks
EDITEDtm, the leading global retail intelligence platform, is excited to release the findings from its Customer-Centricity Index Self Assessment ? a first-of-its-kind benchmarking tool designed to help retailers audit their customer-centricity...
IPA (IMMUNOPRECISE ANTIBODIES LTD.) (the "Company" or "IPA") , InterSystems, a creative data technology provider dedicated to helping customers solve their most critical scalability, interoperability, and speed challenges, together with ImmunoPrecise...
Wolters Kluwer, a global leader in information, software, and services for professionals, today announces that its CCH® Tagetik expert solution has retained its leadership position for the seventh consecutive year in both the Global and DACH region...
SinglePoint Inc (CBOE: SING) ("SinglePoint" or "the Company") subsidiary Boston Solar, a proud partner of the Boston Red Sox and a leading provider of solar energy solutions, proudly announces their transformative solar installation project at Pelham...
Kraken Technology Group, a maritime technology leader specializing in the disruptive design and manufacturing of high-performance platforms, and Auterion, the company building the software-defined future for mobile robotics and powering the world's...
D-Wave Quantum Inc., ("D-Wave" or the "Company") a leader in commercial quantum computing systems, software, and services, today announced financial results for its fourth fiscal quarter and year ended December 31, 2023.
"Our momentum is...