menu

IT Services

Support menu

KPI Report

What is a Key Performance Indicator (KPI)?

‘A key performance indicator (KPI) is a type of performance measurement. KPIs evaluate the success of an organisation or of a particular activity in which it engages’ Wiki Link

Why are KPIs important?

KPIs help us to measure how well we are performing compared to our Objectives, Targets, or High-level Goals. They also enable us to;

  • Define what success looks like
  • Evaluate our success at reaching targets
  • Focus everyone on the goals
  • Better manage - as its measured
  • Encourage accountability
  • Enable early intervention

IT Services (ITS) - Monthly KPI Report

ITS is dedicated to being transparent while working to the goal of reaching and ultimately exceeding our KPIs. ITS strives to do this at the same time as making our Services delightfully easy to use and trying to exceed expectations with the level of customer service we provide - not just focusing on driving down resolution times

Narrative reporting is vital to the transparency of the Services provided by the ITS which is why we choose to publish our monthly KPI report on-line.

The KPI Report enables us to baseline and measure how effective we are in working towards meeting the Service Level Agreements (SLA) and Targets we have set with the business. It also provides actionable feedback based on indicators such as trending, key periods, projects, workload, staffing etc.

Within the monthly KPI reports, you will find a high level breakdown of the following;

  • Executive Summary
  • Availability of critical services
  • Major and significant incidents
  • Planned maintenance that potentially impacted services
  • Incident, Service Request and Service Desk KPI adherence and trending
  • ITS Risk information

If you have any questions about these reports or would like to know more, please contact the Service Management Team by emailing its-servicedesk@qmul.ac.uk;

Return to top