Category: KPIs Library.


It’s a technological world, and the efficiency and effectiveness of IT support are paramount. But how can businesses measure the performance of their IT support teams? With KPIs (Key Performance Indicators) and OKRs (Objectives and Key Results) measuring performance is feasible. Today, we dive into the significance of IT support hours as a KPI, the setting of OKRs around this metric, and a real-life example to bring it all in this 4-minute read, so that you can track, monitor, and show progress in managing IT support hours. From confusion to clarity in IT support! See how KPIs using OKRs make all the difference through this blog!

Steve Jobs

“The most precious resource we have is time”

Steve Jobs

Understanding IT Support Hours KPI

The “IT Support Hours” KPI measures the total number of hours logged by the IT support team while addressing, troubleshooting, and resolving IT-related issues. It’s a reflection of the workload, efficiency, and challenges faced by the IT support team. Transform your IT game! Dive into the power of tracking support hours with KPIs & OKRs with

The Formula to Optimize the IT Support Hours KPI


Response Time: The time taken to acknowledge and begin work on a new issue.

Resolution Time: The time taken to resolve an issue after acknowledgment.

Why Measure IT Support Hours?

Measuring IT support hours can offer various advantages for an organization. Here are several reasons why it’s important to measure and track IT support hours

Enhanced Resource Management

By tracking support hours, you can determine if your IT staff is overloaded or if there’s room for more tasks. This insight helps in evenly distributing work and preventing burnout.

Improved Budget Allocation

Regularly monitoring support hours can help determine the cost-effectiveness of your IT operations. Overextended hours might indicate a need for additional tools, training, or staff.

Enhanced Service Quality

By focusing on reducing support hours, the IT team can work towards quicker, more efficient solutions, leading to improved user satisfaction.

Strategic Decision Making

This KPI provides valuable data that can inform strategic decisions, from hiring additional staff to investing in new technologies

Proactive Problem Management

By analyzing trends in IT support hours, organizations can predict potential future bottlenecks or downtimes and proactively address them

Strengthened Customer Relations

By evaluating the duration and outcomes of IT support hours, organizations can obtain feedback to improve user experience.

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A Real-Life Example

Imagine Company X, a mid-sized firm, recently deployed a new CRM system. Post the deployment, the IT department noticed a spike in the number of support tickets. To quantify the impact, they turned to the “IT Support Hours” KPI.

Before CRM deployment

  • Average Response Time: 30 minutes
  • Average Resolution Time: 2 hours
  • Total IT Support Hours (daily): 150 hours

After CRM deployment

  • Average Response Time: 45 minutes (due to a higher volume of tickets)
  • Average Resolution Time: 3 hours (as the issues were related to a new system)
  • Total IT Support Hours (daily): 225 hours

This significant rise in IT support hours post-deployment indicated that either the new CRM had issues or staff weren’t adequately trained. After a deeper analysis, Company X realized the problem was primarily due to a lack of training. They initiated a comprehensive training program for the CRM, leading to a decrease in support hours over the subsequent weeks.

Crafting OKRs around IT Support Hours

Using the IT support hours KPI, you can form effective OKRs. Here’s a hypothetical

Objective: Streamline IT Support Operations.

KR1:Reduce total support hours from 100 hours to 80 hours

Initiative: Implement AI-assisted troubleshooting

KR2:Increase first-contact resolution rate from 70% to 90%

Initiative:Implement advanced diagnostic tools

KR3: Reduce ticket submissions from 500 to 450 per month

Initiative: Launch a user-friendly FAQ section on the support site and promote self-service portals.

Concluding Thoughts

The “IT Support Hours” KPI is not just about numbers. It’s a story of how equipped, efficient, and effective an IT team is. By monitoring this metric, organizations can ensure that their IT operations run smoothly, problems are swiftly addressed, and resources are optimally utilized. It’s a testament to the fact that in IT, as in many areas of business, what gets measured gets managed — and improved! Do it today with OKRs and see your team taking a spin around success.

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