 IT KPIs List

• User Support – We look to support a greater number of existing users by ensuring efficient and scalable user support services.
• Percentage of Maintenance & Enhancement (M&E) Cost – We look to reduce the percentage of Maintenance & Enhancement (M&E) costs compared to total IT expenses through effective resource allocation.
• Break Fix Expenditures to Enhancements (%) – We look to reduce break-fix expenditures as a percentage of enhancements by minimizing reactive maintenance and focusing on proactive improvements.
• Life Cycle Total Cost of Ownership (TCO) – We look to reduce the Total Cost of Ownership (TCO) over the software lifecycle through better resource management and optimized development practices.
• M&E Requests Approval – We look to increase the percentage of M&E requests that conform to established benchmarks, ensuring requests align with performance expectations.
• Planned Updates per Thousand Users – We look to increase the number of planned updates per thousand users to maintain system performance and user satisfaction.
• Ratio of M&E Internal Staff to New Development – We look to optimize the ratio of M&E internal staff to new development teams by improving the efficiency of resources dedicated to maintenance and innovation.
• Lines of Code per M&E FTE – We look to increase the average lines of code completed per M&E FTE, improving productivity in ongoing maintenance tasks.
• Programs per M&E FTE – We look to increase the number of programs managed by each M&E FTE, enhancing individual team member output and efficiency.
• Lines of Code by Platform – We look to track lines of code per platform to identify areas where optimization or additional resources may be required.
• Hardware Use for Development/Testing – We look to maximize hardware use for development and testing, ensuring full utilization of resources for optimal performance.
• Ratio of Infrastructure FTEs to Applications FTEs – We look to maintain an effective ratio of infrastructure FTEs to applications FTEs, balancing support and development efforts.
• Number of Programs by Platform – We look to optimize the number of programs supported by each platform to ensure efficient platform management.
• Response to M&E User Requests (Days) – We look to reduce the response time to significant M&E user requests, minimizing delays and enhancing customer satisfaction.
• Projects on Time and within Budget – We look to increase the percentage of projects completed on time and within budget, ensuring timely and cost-effective project delivery.
• M&E Project Cycle Time – We look to reduce M&E project cycle time by streamlining processes and improving coordination among teams.
• Cycle Time: Application Development – We look to increase effective project completion rates, ensuring the majority of projects meet their objectives within standard timeframes.
• Effective Project Completion – We look to increase effective project completion rates, ensuring the majority of projects meet their objectives within standard timeframes.
• Speed of Systems Retirement – We look to reduce the speed of system retirement, ensuring legacy systems are deactivated efficiently after approval.
• Platform-Specific Spending on Application Development Tools – We look to optimize platform-specific spending on application development tools, balancing investments across different system platforms.
• Planned Upgrades – We look to increase the percentage of planned upgrades completed on schedule, ensuring regular system improvements.
• Ratio of Application Development Costs to Total IT Budget – We look to maintain a balanced ratio of application development costs to total IT budget, ensuring sufficient resources for innovation.
• Application Development Cost per FTE – We look to reduce application development costs per FTE, improving cost-efficiency across development teams.
• Application Support Expense as a Percentage of IT Expense – We look to optimize application support expenses as a percentage of IT costs, ensuring balanced spending across support and development.
• Application Development Expense per User – We look to reduce application development expenses per user, lowering costs while maintaining service quality.
• Application Development Costs per Thousand Users – We look to reduce application development costs per thousand users, improving scalability while managing development expenses.
• Platform-Specific Application Development Training Costs – We look to optimize platform-specific application development training costs, ensuring investments align with platform requirements.
• Training Cost per IT FTE – We look to reduce training costs per IT FTE by streamlining training programs while maintaining effectiveness.
• Application Development Training Cost – We look to optimize application development training costs to ensure adequate skill development while controlling expenses.
• New Application Development Cost Percentage – We look to reduce the percentage of new application development costs relative to the overall IT budget, increasing the focus on optimization.
• Platforms Used for Development/Testing – We look to increase the number of platforms used for development and testing to enhance versatility and adaptability.
• Platform-Specific Distribution of FTEs – We look to balance platform-specific distribution of FTEs, ensuring resources are aligned with platform-specific demands.
• Average Cost per Project – We look to reduce the average cost per project by improving project management and cost controls.
• Outsourcing Costs – We look to reduce outsourcing costs by building in-house capabilities and minimizing external dependencies.
• Cost of User Support – We look to reduce the cost of user support per thousand users, improving efficiency while maintaining service quality.
• Quarterly Project Cost – We look to control quarterly project costs by monitoring and optimizing project expenditures.
• Cycle Time: Application Support User Request Response – We look to reduce application support user request response time by improving internal processes and resource allocation.
• Number of Defects per Product Life Cycle – We look to reduce the number of defects per product lifecycle by improving quality assurance and testing processes.
• Percentage of Application Development Time Devoted to Testing – We look to increase the percentage of application development time devoted to testing, ensuring higher quality and fewer post-launch issues.
• Support Expense per User (by Application) – We look to reduce support expenses per user for each application by streamlining support processes.
• Unit Cost: Application Project – We look to reduce unit costs for application projects by improving resource efficiency and minimizing waste.
• Fault Slip Through – We look to reduce fault slip through rates, ensuring that more defects are caught and fixed during testing phases rather than after rollout.

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• IT Security Issues Resolved – We look to improve the percentage of IT security issues resolved within the scheduled timeframe, ensuring timely response and resolution.
• Electronic Transactions and Information Exchanges – We look to increase the percentage of electronic transactions and information exchanges that are documented in a non-repudiation directory, enhancing security and traceability.
• Core Modules – We look to increase the percentage of reusable core modules, promoting efficiency and reducing development redundancy.
• Databases Shared per Thousand Users – We look to improve the average number of databases shared per thousand users, optimizing resource utilization and data accessibility.
• Applications Supporting Document-Level Entitlement – We look to increase the percentage of applications supporting document-level entitlement, ensuring more granular control over document access.
• Applications Supporting Role-Based Entitlement – We look to increase the percentage of applications supporting role-based entitlement, enhancing security and role-based access controls.
• Reusable Modules – We look to improve the total percentage of reusable modules, maximizing resource efficiency across development projects.
• Reusable Components – We look to increase the total percentage of reusable components, fostering modularity and reducing the need for redundant development.
• Legacy Systems – We look to improve the percentage of applications integrated with legacy systems, ensuring seamless functionality across both new and older platforms.

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• IT Security Support – We look to improve the percentage of IT security issues resolved within the scheduled timeframe, ensuring prompt resolution of security concerns.
• Total Expense: IT Security – We look to reduce the total expense of IT security, optimizing security costs while maintaining high standards of protection.
• IT Security Cost per Supported Employee (Company-Wide) – We look to reduce the IT security cost per supported employee, enhancing cost efficiency across the company.
• Security Standards – We look to increase the number of yearly amendments to security guidelines, ensuring that security standards stay up-to-date with evolving threats.
• Percentage of System Downtime Related to Security Issue – We look to reduce the percentage of system downtime related to security issues, minimizing disruptions caused by security vulnerabilities.
• IT Security Audits – We look to increase the total number of yearly IT security audits, ensuring thorough evaluations of security systems and practices.
• Employee per IT Security Audit – We look to optimize the number of employees per IT security audit to ensure efficient allocation of resources during security checks.
• Maximum Encryption for Web-Based Transactions – We look to increase the maximum encryption levels for web-based transactions, enhancing the security of online activities.
• Minimum Encryption for Web-Based Transactions – We look to ensure the minimum encryption levels for web-based transactions are adequate to protect sensitive data during online activities.
• Corporate Data Encryption – We look to increase the percentage of corporate data encryption, ensuring that enterprise data is secured across all levels.
• Detection Systems – We look to increase the percentage of network access points protected by breach detection systems, reducing the risk of unauthorized access.
• Intrusion Incidents Detected – We look to improve the percentage of intrusion incidents detected immediately, minimizing the impact of security breaches.
• Cycle Time: Non-Automatic Intrusion Resolution – We look to reduce the cycle time for non-automatic intrusion resolution, quickly addressing security breaches not immediately detected.
• Virus Updates – We look to increase the frequency of virus updates, ensuring the latest protections are in place to prevent malware infections.
• Percentage of Systems Covered with Anti-Virus Software – We look to increase the percentage of systems covered with up-to-date antivirus software, ensuring comprehensive protection across all company devices.
• Percentage of IT Security Issues Resolved on Time – We look to improve the percentage of IT security issues resolved on time, maintaining a high standard of responsiveness.
• Compliance of Security Standards – We look to improve the compliance of security standards, ensuring field improvement activities conform to enterprise security requirements.
• Percentage of Customer Breach Claims – We look to reduce the percentage of customer breach cllooks by preventing and mitigating security incidents that affect customers.
• Passwords Required per User – We look to reduce the number of passwords required per user, streamlining authentication processes while maintaining security standards.

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• Mean Time Between Failures (MTBF) – We look to increase the Mean Time Between Failures (MTBF), reducing the frequency of network, system, or application glitches and ensuring greater reliability.
• Mean Time to Repair (MTTR) – We look to reduce the Mean Time to Repair (MTTR), minimizing the time needed to resolve system, software, or network issues after service interruptions are reported.
• Network Performance Reporting Frequency – We look to improve the frequency of network performance reporting, ensuring timely insights are available for proactive network management.
• Network Availability – We look to increase network availability, maximizing the percentage of time the firm’s system is fully operational and minimizing downtime.
• Network Support Staff – We look to optimize the ratio of network support staff to users, ensuring efficient support coverage while maintaining quality assistance.
• Network Long Distance Cost per User – We look to reduce the network long-distance cost per user, lowering expenses related to network communication while maintaining service quality.

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• Projects Active per Project Manager – We aim to optimize the number of active projects per project manager, balancing workloads to ensure effective project management.
• IT Project Cost Variance – We aim to reduce IT project cost variance, minimizing the difference between projected and actual expenses for IT-related programs.
• IT Expense as a Percentage of Total Expense – We aim to optimize IT expenses as a percentage of total company costs, ensuring that IT spending is aligned with overall business goals.
• IT Expense per Employee.

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• Time Associated with Testing Process – We look to optimize the time associated with the testing process, balancing the time spent on testing with overall development timelines.
• Test Frequency – We look to increase the frequency of tests authorized for other users, enhancing the number of evaluations performed to ensure product reliability.
• Number of Tests Performed by Test Lab Staff – We look to increase the number of tests performed by test lab staff, improving the thoroughness and consistency of evaluations over a given term.
• Test Lab Support/Maintenance – We look to optimize test lab support and maintenance resources, ensuring that human resources and expenses are effectively managed for ongoing support.

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• User Support – We look to increase the number of users the IT office provides assistance for, ensuring wider coverage and efficient user support.
• Workflow Budget – We look to optimize the workflow budget as a percentage of the overall IT budget, ensuring adequate funding for workflow tools.
• Frequency of Tracking Customer Satisfaction – We look to increase the frequency of tracking customer satisfaction, gathering more formal feedback to improve services.
• Time to Answer Telephone Calls – We look to reduce the time to answer telephone calls, ensuring quicker response times for support and service matters.
• Call Abandonment Rate – We look to reduce the call abandonment rate, minimizing the percentage of dropped calls and improving customer service.
• System Backup – We look to improve system backup frequency, ensuring regular and reliable system support.
• Customer Support/Resolution – We look to reduce the percentage of customer breach declarations, enhancing customer support and resolution services.
• User Support and Services Cost Comparison – We look to reduce user support and services costs, optimizing the average rate per call or incident reported.
• Data Warehouse Use per Thousand Users – We look to increase data warehouse use per thousand users, maximizing the effectiveness of distribution center reports.
• Support Calls Resolved per Employee – We look to increase the number of support calls resolved per employee, improving productivity and efficiency in service resolution.
• Number of Complaints Received per Thousand Users – We look to reduce the number of complaints received per thousand users, ensuring better user satisfaction.
• Problem Resolution Time – We look to reduce problem resolution time, minimizing the amount of time consumed to fix issues.
• Customer Compliance – We look to increase customer compliance with security controls, improving adherence to security protocols.
• Percentage of Customers Reporting Full Use of Applications – We look to increase the percentage of customers reporting full use of applications, ensuring maximum functionality for all users.
• First Call Resolution – We look to increase first call resolution rates, ensuring more issues are resolved on the initial call.
• Resolution Target Success – We look to improve resolution target success rates, ensuring that more support issues are resolved within target timeframes.
• Training/Education Cost by Platform – We look to reduce training and education costs by platform, ensuring effective training with optimized expenses.
• Help Desk Calls – We look to reduce the number of help desk calls per thousand users by improving overall system stability and user education.
• Problems or Incident Reports per Period – We look to reduce the number of problems or incident reports per period, ensuring smoother operations and fewer issues.
• IT Support Planning Function – We look to optimize the IT support planning function by improving the allocation of employees dedicated to support services on an FTE basis.
• Unfulfilled Service Request – We look to reduce unfulfilled service requests per thousand users, ensuring timely completion of all requests.
• Length of Calls – We look to reduce the average length of support calls, improving efficiency in resolving incidents.
• Incidents Workload – We look to balance incident workload, ensuring that the total number of incidents per support agent is manageable and efficient.
• Warehouse Use Questions – We look to increase the number of warehouse use questions per thousand users, promoting better utilization and understanding of warehouse systems.
• Help Desk Support Coverage – We look to optimize help desk support coverage by ensuring the right ratio of support desk personnel to users assisted.
• Support Deployment – We look to optimize support deployment costs across technology platforms, reducing unnecessary expenses while maintaining service quality.
• IT Personnel Credential – We look to increase the percentage of IT personnel with official credentials, ensuring staff are properly trained and accredited.
• Escalation of Failures Defects – We look to reduce the number of escalations for failures and defects, minimizing malfunctions referred to technicians for every thousand users.
• Warehouse Query Response Time – We look to reduce warehouse query response time, ensuring faster feedback for distribution center inquiries.
• Support Cost per Support Employee – We look to reduce the support cost per employee, optimizing delivery expenses by platform (image, document automation, communication, office automation).
• Legacy Systems – We look to reduce the percentage of legacy systems in use, ensuring computers are upgraded to current systems.
• Support and Services Employee Turnover Rate – We look to reduce the support and services employee turnover rate, minimizing the quarterly turnover of technical assistance staff.
• IT Training Budget – We look to increase the percentage of the IT budget dedicated to training and development, ensuring staff remain well-trained.
• User Support & Services Cost – We look to reduce user support and services costs, ensuring lower total expenses divided by the number of users supported.
• Employee Cross-Training – We look to increase employee cross-training, ensuring a higher percentage of managers and technicians receive versatile skill development.
• Workstation Delivery Cycle Time – We look to reduce workstation delivery cycle time, ensuring faster delivery of workstations within a specified term.
• Workstation Repair Cycle Time – We look to reduce workstation repair cycle time, ensuring faster repairs for broken or malfunctioning workstations.
• Backlog of Support Calls – We look to reduce the backlog of support calls, minimizing the number of days service calls remain unresolved.
• System Access Rights Cycle Time – We look to reduce system access rights cycle time, ensuring quicker processing of system access requests for staff and contractors.
• Monthly Support Calls – We look to reduce the average number of monthly support calls per thousand users, ensuring smoother after-sales service.
• Desktop Software Delivery Cost – We look to reduce desktop software delivery costs, ensuring more cost-effective deployment of software on each desktop.
• Desktop Support to Device Ratio – We look to optimize the desktop support-to-device ratio, ensuring efficient help desk coverage for supported devices.
• Remote Access Support – We look to increase remote access support availability, ensuring sufficient personnel dedicated to remote support per thousand users.
• Passwords Required per User – We look to reduce the number of passwords required per user, streamlining authentication processes while maintaining security.
• IT Support Directory – We look to improve the accuracy and completeness of the IT support directory, ensuring that all personnel and contractors are listed in the central user directory.

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• % of time spent fixing bugs – We look to reduce the percentage of time spent fixing bugs, minimizing man-hours dedicated to resolving glitches and increasing focus on developing new features.
• The ability of the developer to understand project requirements – We look to improve the developer’s ability to understand project requirements, ensuring they grasp client specifications, product needs, and process prerequisites effectively.
• Understanding the full lifecycle of application development – We look to increase understanding of the full lifecycle of application development, ensuring all stages of the development process are executed efficiently and in the correct sequence.
• Debugging ability – We look to improve debugging ability, ensuring glitches are detected and resolved promptly to maintain software quality.
• Object-oriented design and analysis (OOA and OOD) – We look to increase proficiency in object-oriented design and analysis (OOA and OOD), enhancing the use of object-oriented principles throughout the development lifecycle to improve customer communication and product quality.
• Ability to create reusable modules – We look to increase the ability to create reusable modules, promoting the reuse of methods and components to save time and costs in future projects.

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• Effectively implementing SEO strategy – Execute SEO strategy by talking to customers, team, and management about strategy/project management, timetables, and outcomes.
• Understanding the clients business and making relevant suggestions – Probe into the competition and customers business model to discover areas where improvements are necessary.
• Ability to multitask – Capacity to efficiently multitask while complying to project due dates.
• Ability to use analytics and webmaster tools – Capacity to employ and design plans and steps for using analytics and webmaster tools.

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• Creativity in data storage and access – We look to increase creativity in data storage and access, ensuring the ability to normalize or denormalize data based on the specific needs of the project.
• The capability of troubleshooting common database issues – We look to improve the capability of troubleshooting common database issues, applying a structured methodology to identify and resolve performance problems efficiently.
• Ability to optimize complicated SQL statements – We look to optimize complicated SQL statements, enhancing the ability to improve large and complex queries for better performance.
• Plan migration to Big data – We look to plan effective migrations to Big Data solutions, ensuring smooth data transfers for datasets incompatible with traditional RDBMS systems.

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• Understanding of keywords and meta tags – Utilization of keywords and meta tag description that support search engines direct users to customer websites while meeting their search criteria.
• Quality of content – Content should be directed towards helping to inform the reader while giving them sophisticated information in a manner that is easy to comprehend and remember.
• Timely delivery of assigned targets – Timely delivery of requested number of content.

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• Ability to learn new technologies and optimize design time – We look to increase the ability to learn new technologies and optimize design time, encouraging continuous education in platforms like WordPress, Magento, and JavaScript to stay current and efficient in design practices.
• Imagination in the job – We look to enhance imagination in projects, fostering the ability to envision the end result before initiation and proactively address potential issues.
• Attention to detail – We look to improve attention to detail, ensuring thorough review and refinement of design elements, spelling, and alignment across all browsers and devices.
• Understanding of web programming and scripting languages – We look to increase understanding of web programming and scripting languages, equipping designers with the knowledge to handle basic coding tasks independently.
• Working knowledge of the primary web design applications – We look to improve working knowledge of primary web design applications, ensuring proficient use of client-server programs to enhance user interface performance in web browsers.

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• Complete tasks within reasonable time – We look to improve task completion within a reasonable time, ensuring that all duties are successfully completed within the designated timeframe.
• Quality of bugs identified – We look to improve the quality of bugs identified, focusing on a thorough testing process that examines business logic, user interface, and validations to ensure accurate and meaningful error detection.
• Understanding of scope and clients business model – We look to increase the understanding of the scope and the client’s business model, ensuring that testers have a deep understanding of system goals to conduct more valuable and effective testing.

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• % of milestones missed – We look to reduce the percentage of milestones missed, minimizing the number of components that fail to meet deadlines compared to those completed on time.
• Mentoring and implementation of best practices and processes – We look to increase mentoring and the implementation of best practices and processes, empowering the team through guidance and ensuring the adoption of clear, effective techniques for project execution.

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• Ability to take responsibility for the allotted work – Being capable of working without supervision and the capacity to perform efficiently.
• Communication ability that includes both verbal and written – Capacity to communicate in a confident and powerful way and the ability to write clearly and in a concise manner.
• Effective listening skills – Capacity to actively interpret the knowledge imparted by the speaker and correctly receive and understand messages.
• Compliance with documented process (SDLC) – Capacity to execute a series of steps or stages mentioned in SDLC.
• Email and Skype efficiency – Timely and compelling replies to emails or Skype messages.
• Ability to ask for assistance or questions at the right time – Effective working techniques where queries are asked promptly and help is requested as necessary to conduct work.

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• Attendance and punctuality policy compliance. – We look to improve compliance with the attendance and punctuality policy, ensuring employees consistently arrive on time and complete their designated tasks within the required schedule.
• Leave policy compliance. – We look to increase adherence to the leave policy, promoting regular and punctual attendance in line with the company’s guidelines.
• Process improvement initiatives. – We look to improve process improvement initiatives, encouraging efforts to share insights and propose amendments that address process inefficiencies.
• Personal presentation and grooming meet corporate standards. – We look to improve personal presentation and grooming to meet corporate standards, ensuring staff maintain a professional appearance and demonstrate qualities such as confidence, effective communication, and time management.

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• Quality of process failure discussions – We look to improve the quality of process failure discussions, ensuring relevant issues are addressed efficiently during training periods for better outcomes.
• Annual attrition in the team – We look to reduce annual attrition in the team, fostering a work environment that encourages staff retention and minimizes turnover.
• Job satisfaction in the team – We look to increase job satisfaction in the team, ensuring more team members are happy with their duties and overall work experience.
• Managing project risks and change requests – We look to improve the management of project risks and change requests, ensuring that incidents affecting project outputs, inputs, or goals are addressed efficiently.
• Process compliance in the team – We look to improve process compliance in the team, ensuring team members consistently follow established procedures and protocols.
• Creativity and efficiency index, usage of components and tools – We look to increase creativity and efficiency in the usage of components and tools, encouraging the exploration of new methods to minimize work and enhance quality.
• Preempting problems and timely execution – We look to improve the ability to preempt problems and execute tasks timely, ensuring issues are prevented and duties are completed promptly for seamless project progress.
• Preparing a second line leader – We look to improve the preparation of second-line leaders, cultivating future leaders and building organizational potential for the present and future.
• Displaying Enthusiasm/Motivation/Creativity for assignment – We look to increase the display of enthusiasm, motivation, and creativity for assignments, ensuring a positive and passionate attitude toward task execution.

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• Ability to complete testing for all contracted items within determined time – Capacity to understand the specifications of the project, plan out activities, assignments and also accomplish within the specified time.
• Ability to provide creative solutions to business problems – Capacity to view issues from an innovative mindset and recommend original solutions.
• Quality of the test plan being executed – Efficiently prepare for specific goals, target market, internal testing team and processes for a particular beta test designed for software or hardware product.

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• Understanding & identifying client and system requirement – Capacity to interpret customer needs and system specifications and collaborate with users to look for more requirements and innovations.
• Communication with team related to document creation or suggestions – Exceptional communication skills and recommendations for process improvement.

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• Ability to integrate multiple data Sources – Capacity to unify various data sources and directories into a single system.
• Identify bottlenecks and bugs – Pinpoint obstacles and glitches, and create answers to these issues.
• Project understanding and business logic planning – Capacity to know project specifications and understand business logic preparation.

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• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Encourage creativity, risk-taking, and constant improvement.
• Ensure discussions and decisions lead toward closure.
• Facilitate problem solving and collaboration.
• Lead by setting a good example (role model) – behavior consistent with words.
• Maintain healthy group dynamics.
• Motivate and inspire team members.
• Provide team leadership and coaching.
• Provide the team with a vision of the project objectives.
• Recognize and celebrate team and team member accomplishments and exceptional performance.
• Strive for team consensus and win-win agreements.

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• Managing support tickets efficiently In and outside business hours including weekends. – Ability to interpret customer inquiry and immediate feedback.
• Promotion on relevant avenues – Look for advertising channels on HR-related site, discuss requirements for posting a blog about AssessTEAM, the idea would be regular feedback employee assessments associated with project profitability and utilizing Social Media for PR opportunities.
• Product demonstration – Give routine merchandise demos twice a day.
• Competitor analysis – Market survey to determine the competitor for product development and recommendations.
• Posting help articles – Posting 10 unique help articles per week regarding the merchandise to aid in product advertising.
• Contact with existing customers for proactive support – Communicate with clients and individuals who have opened tickets to assist them in enjoy their purchases to the fullest.

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• Employing industry and design best practice through website build process.
• Ensuring website function and stability across devices i.e. desktop, mobile, tablet.
• Optimizing sites for maximum speed and scalability.
• Providing internal support and external customer service throughout the build and launch process of the website.
• Working with marketing and research teams to incorporate brand elements and relevant market research findings into website.

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• Designing and implementing new network solutions and/or improving the efficiency of current networks.
• Installing, configuring and supporting network equipment including routers, proxy servers, switches, WAN accelerators, DNS and DHCP.
• Investigating faults in the network.
• Maximizing network performance through ongoing monitoring and troubleshooting.
• Procuring network equipment and managing subcontractors involved with network installation.
• Updating network equipment to the latest firmware releases.

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• Identifying areas for modification in existing programs and subsequently developing these modifications.
• Knowledge and interest in computer systems and the latest technologies.
• Maintaining and upgrading existing systems.
• Researching, designing, implementing and managing software programs.
• Testing and evaluating new programs.
• The ability to communicate complex procedures to other colleagues.
• The ability to learn new technologies quickly.
• Training users.
• Working closely with other developers, UX designers, business and systems analysts Software Developer job qualifications and requirements.
• Writing and implementing efficient code.

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• Improve intrusion attempts metric – Intrusion detection is the method of monitoring and preventing the unauthorized intrusion of a network by a bad actor. This metric measures the number of times a cyber threat actor (CTA) attempts to gain unauthorized access to the organization’s network.
• Improve security incidents metric – The security incidents metric measures the number of times your company network has been breached by an intruder and prevents the loss of sensitive data. Compromised data leads to the loss of billions of private records, the loss of income, and the loss of the company’s reputation.
• Improve Mean Time to Detect (MTTD) metrics – The Mean Time to Detect (MTTD) metric measures the length of time that security threats or Indicators of Compromise (IOCs) go unnoticed in a network. Indicators of Compromise are pieces of forensic data like network traffic, system files, or system log entries that identify possible malicious network activity.
• Improve Mean Time to Resolve (MTTR) metrics – The Mean Time to Resolve (MTTR) metric measures the average response time for the network team to respond to a cyber breach or attack once they are aware of it. The aim is to implement a robust incident response plan that provides the means to deal with this cyber attack.
• Improve Mean Time to Contain (MTTC) metric – The Mean Time to Contain (MTTC) metric measures the length of time it takes to close identified attack vectors from the time that the vector has been identified.
• Improve first-party security ratings – First-party cybersecurity ratings are an objective, dynamic, and data-driven measurement of a company’s collective cybersecurity status for all hardware and software on the company’s network. These ratings are an objective cybersecurity performance indicator and are the simplest way to indicate “cybersecurity readiness” to non-technical colleagues and management.
• Improve average vendor security rating – Your organization’s threat landscape stretches beyond its borders. And its security performance metrics must extend along with the threat landscape, including third-party vendor software and hardware that your company uses as part of its cybersecurity framework. Vendor risk management is important to reduce your organization’s cyber risk profile.
• Improve the patching cadence metric – The process of the validation and enforcement of the regular patching of network endpoints, gateways, and servers are essential to the organization’s cybersecurity model. The time delay between a patch being released and the practical application of the patch must be reduced so that this time delay is not exploited.
• Improve the access management metric – Access management determines the optimal number of system users with administrative privileges. Access control and the system of least privilege are a manageable and cost-effective methodology to reducing privilege escalation attacks.
• Improve company versus peer performance metric – The company versus peer performance metric is the top metrical that applies to board-level reporting. Essentially, C-Suite managers and above want to know how your organization’s cybersecurity compares to industry peers. Therefore, this metric must be measured and improved upon to satisfy senior management.
• Increase vendor patching cadence metric – The vendor patching cadence metric is an essential measurement because it measures the cybersecurity risk that your organization’s vendor has reported. It also measures how many of these critical vulnerabilities have patches and how many still need to be remediated.
• Improve the meantime for vendors to respond to security incidents metric – A cybersecurity incident is an attempted intrusion or breach of the organization’s network system. This intrusion does not have to be successful for it to be a security incident. The attempt signifies that your organization is a potential target and a response is required to put additional protections in place.
• Improve the “protect the enterprise” metric – The “protect the enterprise” cybersecurity metric measures to what extent the organization’s on-premise and cloud-based assets and infrastructure are protected from outside threats due to unauthorized devices and endpoints attached to the network. The greater the number of unauthorized endpoints, the higher the cybersecurity risk.
• Improve the “optimize cybersecurity” metric – This metric measures low-value cybersecurity activities, increases current efficiencies, and reinvests the available budget in innovative technologies designed to improve existing protective measures. The cybersecurity industry is moving towards AI, data analytics, and automation processes to increase cybersecurity efficiencies. But misconfigured tools must be avoided to prevent security breaches.
• Improve the enable growth metric – Successful cybersecurity implementations are a key success factor for the business organization. This metric forms part of the digital transformations that organizations must implement. Cybersecurity is becoming and must become, an essential part of the organization’s corporate strategy as a measure of digital transformation success.
• Improve the identity and access management metric – The identity and access management metric is designed to measure the time taken to deactivate user credentials, review the number of users with excessive permissions or entitlements, and monitor third-party vendor access. The percentage of employees with super-user or privileged access shows whether too many people have unlimited network access.
• Improve the configuration management metric – The configuration management metric determines the percentage of organizational servers and devices that are compliant to the ever-hardening standards. Juxtapositionally, configuration drift is a risk as IT environments can undergo rapid changes daily, making it difficult for IT staff to keep up with the continual device and server cybersecurity requirements.
• Increase the security awareness metric – Increasing security awareness amongst all company employees is an essential part of the successful company-wide business model. If employees don’t understand the need to implement cybersecurity best practices, the organization runs the risk of cyber breaches and attacks from inside the network and firewalls.
• Improve the security incidents metric – The security incidents metric measures the number of attempted and actual security incidents that have occurred within a specific time frame. The higher the number of incidents, the poorer the implementation of cybersecurity best practices as well as the timeous application of third-party vendor patches.
• Improve the compliance metric – As the number and severity of cyberattacks increases, industry-standard cybersecurity compliance requirements change. Employees tasked with ensuring cybersecurity compliance must ensure that, not only do they keep the organization’s networks up to date with the latest compliance regulations, but that they stay ahead of these continually evolving requirements.
• Improve the data leak prevention metric – The data leak prevention metric is designed to measure the number of devices, endpoints, databases, and file shares with sensitive data and no cybersecurity controls. These are vulnerable to data theft and must be identified, their vulnerabilities patched to ensure that sensitive data is not stolen or hacked.
• Improve the vulnerability and patching metric – The vulnerability and patching metric is designed to measure the extent to which third-party vendor cybersecurity software is kept up to date by installing released patches to reduce vulnerabilities. If this software is not patched in time, the risk of cyber intrusions and attempted attacks grows exponentially.

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• Improve the critical bugs found versus the total bugs found – This KPI tracks and measures the ratio between the number of critical bugs found and the total number of bugs. Critical bugs are also known as “show-stoppers.” The higher this ratio, the lower the quality of the developer’s quality.
• Improve the quality of clear documented requirements before development work begins – This KPI tracks and measures whether there are any documented requirements before the development work begins and whether these documented requirements are explicitly set out, making it easy for the developer to create a product of the highest quality.
• Any clear plans to solve the issue – This KPI measures and tracks the extent to which the software developer has any clear plans to solve bugs. The higher this metric, the higher the quality output the developer will produce.
• Improve the documentation of solutions to issues – Issues are never unique. It is essential to document solutions to existing challenges to reduce the time taken to resolve similar future problems. This KPI measures and tracks the extent to which the developer writes the resolutions to issues.

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• Improve the delivery count – This KPI measures how many software applications the developer has completed and delivered within a predetermined timeframe. The greater this metric, the more productive the software developer.
• Improve the peer review count – Peer reviews form part of the quality control process. Code reviews produce software with fewer bugs. This KPI measures and tracks the number of peer reviews the software developer’s code receives as part of the quality control process.
• Any wiki documents created – Wiki documents form an essential part of documenting solutions to issues and documenting the completed software’s functionality. This KPI measures whether there have been any Wiki documents created. The greater the number of Wikis written, the greater the user’s and developer’s future productivity.
• Leading any training classes – Software development training classes are designed to improve software developer output and productivity. These classes are often held internally, led by a senior or lead developer. This metric measures whether the software developer has led any training classes within the time specified.

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• Average handle time – We look to reduce the average handle time for support tickets, improving the efficiency of IT support agents in closing tickets.
• New feature development – We look to increase the number of new features developed, enhancing the functionality and attractiveness of software applications to target audiences.
• Number of critical bugs – We look to reduce the number of critical bugs found in production, ensuring software reliability and minimizing disruption due to serious flaws.
• Server downtime – We look to reduce server downtime, maximizing the operational availability of company servers and improving overall productivity.
• Mean time to repair – We look to reduce the mean time to repair (MTTR), enabling quicker responses and repairs to equipment failures and minimizing downtime.
• Unresolved tickets per employee – We look to reduce the number of unresolved tickets per employee, improving the effectiveness of IT support agents in managing and resolving open tickets.
• Reopened tickets – We look to reduce the number of reopened tickets, ensuring that issues are fully resolved the first time without needing further intervention.
• IT support employees per end-user – We look to improve the ratio of IT support employees per end-user, ensuring adequate support staff for efficient handling of user issues.
• Accuracy of estimates – We look to increase the accuracy of time estimates, improving the ability of employees to predict the time needed to complete tasks closer to 100%.
• IT Return on Investment (ROI) – We look to increase IT Return on Investment (ROI), improving the cost-efficiency of IT infrastructure investments in relation to their purchase price.
• Break down of IT costs – We look to improve the breakdown of IT costs, ensuring the department systematically identifies and accounts for all elements of IT expenses.
• IT costs versus revenue – We look to reduce the ratio of IT costs versus revenue, ensuring IT operational efficiency and better productivity metrics.
• Team attrition rate – We look to reduce the team attrition rate, minimizing employee turnover by fostering a positive and engaging work environment.
• Service Level Agreements (SLAs) – We look to improve the number and quality of Service Level Agreements (SLAs), ensuring IT services are delivered according to agreed-upon standards.
• Measuring Agility – We look to increase agility in the IT department, enhancing the team’s ability to quickly adapt to changes and resolve challenges efficiently.
• IT Showback and chargeback – We look to improve the implementation of IT Showback and chargeback policies, ensuring accurate allocation of IT costs to the relevant departments.
• Prescribe actions to improve performance – We look to improve the ability to prescribe actions to enhance IT department performance, driving greater efficiencies and overall performance.
• Identify strengths and weaknesses in IT support – We look to improve the identification of strengths and weaknesses in IT support, enhancing team performance, engagement, and productivity over time.

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• Managing the end-to-end software development process for new applications or changes to existing systems.
• Developing and implementing IT policy and best practice guides for the organization.
• Overseeing and determining timeframes for major IT projects, including system upgrades, migrations, and outages.

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