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IT Services


The IT infrastructure consists of various components from networking, systems and applications. These components are considered services. Quality of Service refers to the measure of service quality provided to the user.


KPIs in ‘IT Services’

Availability (excluding planned downtime)

Percentage of actual uptime (in hours) of equipment relative to the total numbers of planned uptime (in hours). Planned uptime = service hours – planned ...
This KPI is most used for:
Operational Excellence

% of systems covered by antivirus/antispyware software

Percentage of systems (workstations, laptops, servers) covered by antivirus/antispyware software.
This KPI is most used for:
Operational Excellence

% of systems with latest antivirus/antispyware signatures

Percentage of systems (workstations, laptops, servers) with latest antivirus/antispyware signatures.
This KPI is most used for:
Operational Excellence
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