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Cobit | Information Technology


The Control Objectives for Information and related Technology (COBIT) is a set of best practices (framework) for information (IT) management created by the Information Systems Audit and Control Association (ISACA), and the IT Governance Institute (ITGI).


KPIs in ‘Cobit | Information Technology’

% of invoices disputed

Percentage of invoices disputed.

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This KPI is most used for:
Operational Excellence

Average number of training hours per employee

Total number of training hours divided by the number of employees (in FTE).

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This KPI is most used for:
Operational Excellence

% of service requests resolved within an agreed-upon period of time

Percentage of service requests resolved within an agreed-upon/acceptable period of time.

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This KPI is most used for:
Operational Excellence

Average number of calls / service request per handler

Average number of calls / service requests per employee of call center / service desk within measurement period.

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This KPI is most used for:
Operational Excellence
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