I think it should be a lot more elastic. Businesses are changing rapidly and what’s important to measure and improve today is likely not important or measurable next year. Long-term KPIs have the danger of being rear-facing rather than forward-facing or predicting. CIOs need to collaborate with their C-Suite peers to drive business KPIs and metrics that matter to them to move the business forward and increase revenue.
Mine are - 1. Customer Satisfaction, 2. Team Engagement, 3. Successful delivery of strategic initiatives
In our company the TOP 3 KPIs will be: % of Cost Reduction in IT Function, SLA accomplishments and # of projects related to Innovation
The top KPIs for IT should be Operational Efficiency, Incremental Revenue Generation support for the organization, Customer Experience Transformation. The key initiatives being planned should aligned to these broad KPIs. There could be further metrics that could align to KPIs that could be tracked and measured to qualify against the goals. In many cases, IT fails to comprehend the organization pulse and pursues an agenda that is aligned to its interest. However, there needs to be congruence of everyone interest to ensure organizational goals are met.
Interesting to see all the replies. Mine are 1.Capacity created by process automation, 2 number of incidents auto resolved with no human intervention and 3. License consumption and optimization