Could anyone please share any IT KPI dashboard examples or mockups (without sensitive or proprietary data) you have had success with? My goal is to create a 1-page executive summary of key IT KPIs or metrics for presentation quarterly to senior business/executive management.
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Head of Transformation in Government3 months ago
Here I provide a digest of some of my prior replies and uploads:The dashboard I monitor and the one I present to the senior management team:
IT Investment Custody:
% transformation projects supported by an accepted and monitored business case
% growth projects supported by an accepted and monitored ROI
% IT operations budget documented and managed by business service leaders through service catalogue
Governance Quality Index: a 10 point checklist on all projects to ensure sound Prince/COBIT application from charter, through comms, to lessons learned)
IT Execution Effectiveness & Efficiency
Financial Usage Index (includes payment efficiency vs plan and commitment of funding vs plan) - theory is if we are not doing what we said we are doing, we are either encountering problems or not integrated with the rest of the organization - specifically the PMO and Finance in update of the IT baseline to ensure sound governance decisions on variance are cascaded correctly through all functional systems)
Portfolio % project on time, in full, on budget, with quality (standard metrics with quality coming from the project quality plan)
Total Customer Satisfaction
End user satisfaction on projects (was top two box 5 point scale, now piloting 10 point scale Net Promotor Score)
Project Sponsor Satisfaction with projects (top two box)
Business System Owner satisfaction with servcies (top two box)
SLA Performance
% of services which consistently achieve or over-achieve their targeted SLAs (target is 50% actual is 46% - all sub-metrics [service availabilty, incident resolution to SLA, service request resolution to SLA, customer satisfaction and change request processing SLA] have to be met or beaten every single month, otherwise the entire service is a fail). It is a very tough objective but it drives continuous improvement, unlike hiding behind averages.
The overall total gives an IT Score (target 100%, actual 73%) which drives managing up (CFO/Shared Service leader; IT Governance Board; Management team discussion, strategic planning, top-down actions) and managing down (IT managers, remediation actions, communication; bottom-up actions) in a consistent linked way, so IT is looked at the metrics “the business” reads and discusses. I have not forced the elimination of all the detailed operational metrics because I understand some managers need them for operations, but we do not discuss them in our IT meetings.
I found a few posts that might be useful, in possibly descending order of importance. Reach out if you need more.Bi-Annual IT Performance.pdf https://gartner.com/peer-community/short-url/uploads/a5285fee5254f1b62eecdf12087ee08ddfb752f5?filename=Bi-Annual%20IT%20Performance.pdf (345.9 KB)
https://gartner.com/peer-community/post/looking-for-recommendations-on-good-it-key-performance-metrics-8118
https://gartner.com/peer-community/post/week-on-a-page-report-51760
IT Annual Report Format https://gartner.com/peer-community/post/it-annual-report-format-8597 IT Strategy, Planning & Governance /c/it/it-strategy-planning-governance/40
And some more insight from the past: https://gartner.com/peer-community/post/building-a-cio-dashboard-12529
https://gartner.com/peer-community/post/project-portfolio-managers-performance-indicator-11880
https://gartner.com/peer-community/post/update-benchmarking-and-sharing-what-we-really-mean-by-sla-compliance-7835
Digital Transformation - How can I explain it to the board of directors? https://gartner.com/peer-community/post/digital-transformation-how-can-i-explain-it-to-the-board-of-directors-51168 IT Strategy, Planning & Governance /c/it/it-strategy-planning-governance/40
These IT Metrics make snazzy dashboards but present IT as an order taker or service provider. I recommend focusing the stories on how IT and the Business partner deliver measurable business impact. Check out some of the Business Relationship Management content on Gartner. There are also several CIO articles on leveraging stories to raise IT from service providers to trusted advisors. This is how you earn a seat at the table and position IT as a critical business capability that the business relies on for consulting and partnership that delivers business results the CxOs would value.
As someone once told me, "That's great; you closed 98% of your tickets within 1 hour," "but it isn't what you are supposed to do. He likened it to bragging about waking up. It's pretty direct but true.
Execs care about revenue, margin, EPS, ROCA, cost savings, productivity, employee experience, etc. They typically like to receive this information in 1 page with a story about a business problem, how departments partnered to develop ideas, and how the selected solution led to a significant business impact in the language of the "business.”
How would your executives respond to an infographic about which you could tell impactful stories?
For example:
We partnered with our supply chain and IT teams to identify opportunities with how we capitalize assets and found a procedural error that, when fixed, decreased Construction In Progress days by 25%, resulting in a $700K in capitalized depreciation acceleration.
We partnered with each business unit to categorize all applications by business capability; this led to the discovery and shutdown of 10 applications, saving $500K in Operations and Maintenance Expenses in Q2. This gain is equal to an additional $.01 in EPS this quarter.