In today's fast-paced tech environment, CIOs and IT leaders are under pressure to deliver secure, reliable, and cost-effective services while aligning technology with business goals. But how do you know if your IT operations are truly performing?
It starts with the right metrics.
Here are the top five IT KPIs every CIO should track—plus how Addcom helps you stay on top of them.
Why it matters: Downtime is costly—every minute your systems are offline can disrupt operations, frustrate staff, and damage your reputation. High availability directly impacts customer satisfaction, employee productivity, and revenue continuity.
How to track it: Monitor the percentage of time critical systems (servers, applications, network) are operational during business hours—or 24/7, depending on your SLA. Most infrastructure monitoring tools offer built-in uptime tracking.
How Addcom Helps:
Addcom's Remote Management and Monitoring solution simplifies IT oversight, ensuring comprehensive management of devices and networks. This service enhances IT operations, security, and service delivery, providing unified device management, automated patching, and secure remote access to improve efficiency and maintain operational health.
Why it matters: Long resolution times frustrate employees and drag down productivity. Fast, efficient support means happier users and less disruption.
How to track it: Measure the average time it takes to resolve help desk tickets, categorized by priority (low, medium, high). You can break this down by:
Initial response time
First-contact resolution rate
Time to full resolution
How Addcom Helps:
Addcom's Managed Desktop Services ensure that every workstation in your organization is optimized, secure, and fully supported, so your team can focus on what matters—growing your business. Their support includes proactive monitoring and maintenance, which helps in reducing ticket volumes and improving resolution times.
Why it matters: Even if systems are running, poor user experience can kill morale and reduce adoption of new technologies. High satisfaction scores indicate that employees trust and rely on IT services—critical for technology adoption and digital transformation.
How to track it: After each service ticket is closed, send a short survey asking users to rate their experience (e.g., 1 to 5 stars). Track:
Average CSAT score
% of positive vs. negative feedback
Comments and recurring issues
How Addcom Helps:
Addcom offers a C-SAT IVR solution that enables organizations to gather customer satisfaction feedback efficiently. This tool helps in collecting real-time feedback, allowing for immediate insights into user satisfaction and areas needing improvement.
Why it matters: CIOs must balance performance with cost control. Overspending without clear ROI can lead to budget cuts or loss of trust from executive leadership. This metric helps you forecast future needs, justify investments, and identify waste.
How to track it: Use your financial tools or dashboards to monitor IT spend across categories (hardware, software, cloud, services) versus allocated budget. Compare actual spend against forecasts on a monthly or quarterly basis.
How Addcom Helps:
Addcom provides Managed Hardware and IT Procurement services, assisting organizations in acquiring and managing IT assets efficiently. By leveraging these services, businesses can better track and control IT expenditures, ensuring alignment with budgetary constraints.
Why it matters: Cyber threats are increasing in frequency and sophistication. It’s not if, but when. You need to know how well your security measures are working.
How to track it: Use your SIEM (Security Information and Event Management) platform or security dashboard to monitor:
Number of incidents detected
Time to containment and resolution
Root cause analysis and recurrence
How Addcom Helps:
While specific security services are not detailed on Addcom's website, their Remote Management and Monitoringsolution enhances IT operations and security by providing unified device management and secure remote access. This proactive approach aids in the early detection and resolution of potential security incidents.
Tracking the right metrics is only part of the equation. Acting on them is what drives business value. At Addcom, we work with CIOs to design smart IT strategies, implement scalable solutions, and deliver actionable insights through transparent reporting.
Whether you're looking to boost uptime, reduce support tickets, or improve user experience, our team is here to help you stay ahead of the curve.
Ready to see how your IT performance stacks up?
Contact Addcom to request a free IT assessment or demo of our reporting dashboard.