I was recently spend an afternoon coffee break debating the virtues of using a combination of IT support call response times and server up time as a tool for determining a KPI for the IT department. We had differing views on the subject. While he was keen on using such a simplistic model, I felt that it wasn't reflective of how well IT actually performs as a facilitator.
I argued that a true reflect of an IT department's performance not only was the server up-time and response times to support calls but how well the IT infrastructure and corporate applications actually worked for the company and how they help the business achieve its business goals as effectively and efficiently as possible.
Am I over complicating the situation? Is it even possible to determine such metrics? Was my colleague right in his KISS approach? What metrics do you use to determine the KPI for an IT Department?
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