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An Easy Guide to IT Support Metrics to Boost Profitability

by | Jun 19, 2023 | Best Practices, Business Advice

If you’re like any good business leader you’re probably always looking for metrics to make your business better. From profit margins to employee retention, there are countless ways to keep a pulse on your business. So what about metrics for your IT support?

Many leaders struggle to truly know how impactful their IT support is on their business and bottom line. With technology being at the forefront of everything we do IT and cybersecurity aren’t just optional extras – they’re integral parts of just about every business. These technologies can help your business to work more effectively, keep your data safe, and make your customers’ experiences better. But how can you tell if your IT support and strategies are actually helping your business’s bottom line?

Well, it’s like what Peter Drucker said, “You can’t improve what you don’t measure.” So, let’s unravel the mystery of IT support metrics that can give you some great insights about your business. Think of these metrics as your company’s health check-up but for your IT team.

IT Support benchmarks to run your business

If you are curious how your IT stacks up, ask your IT department or company to provide you with the following metrics:

Reactive Tickets Per Endpoint Per Month: This is all about spotting the number of issues your IT support has to jump on each month. If this number is low, then your systems are in good shape – preventing problems before they even start.

Mean Time To Resolution (MTTR): Ever wondered how long it takes your IT team to resolve an issue? That’s your MTTR. The quicker they can solve the problems, the less downtime your people have and the more cost-efficient they are.

Average Time To Response (ATTR): ATTR is a measure of how quickly your IT team can respond to a cry for help. Fast response times = less impact on productivity.

Average Time Worked Per Ticket: This measures the effort your IT team has to put into each issue. The lower this number is, the better they are at troubleshooting issues and the quicker they can get them solved.

First Touch Resolution (FTR): This metric shows how often your IT team can solve an issue in a single touch, without needing to pass the problem onto someone else. The higher this number, the more efficient and customer-friendly your IT service is and you’ll be less likely you have to reexplain your ticket to a second or third engineer.

But knowing these numbers isn’t quite enough. You need something to compare them to – and that’s where industry benchmarks come in handy.


Here’s a general guide to where your IT support fits in compared to others:

Reactive Tickets Per Endpoint Per Month

  • Top of the class: Less than 0.5
  • Not too shabby: 0.5 – 0.75
  • Could do better: 0.75 – 1
  • Uh-oh: 1 – 1.5
  • Red alert: Above 1.5

Mean Time To Resolution (MTTR)

  • Top of the class: Less than 2 hours
  • Not too shabby: 2 – 4 hours
  • Could do better: 4 – 8 hours
  • Uh-oh: 8 – 24 hours
  • Red alert: Above 24 hours

Average Time To Response (ATTR)

  • Top of the class: Less than 15 minutes
  • Not too shabby: 15 – 30 minutes
  • Could do better: 30 minutes – 1 hour
  • Uh-oh: 1 – 2 hours
  • Red alert: Above 2 hours

Average Time Worked Per Ticket

  • Top of the class: Less than 1 hour
  • Not too shabby: 1 – 2 hours
  • Could do better: 2 – 4 hours
  • Uh-oh: 4 – 6 hours
  • Red alert: Above 6 hours

First Touch Resolution (FTR)

  • Top of the class: 65%+
  • Not too shabby: 55%-65%
  • Could do better: 45%-55%
  • Uh-oh: 35%-45%
  • Red alert: Less than 35%

Remember, these are just guides – every business is different. But they’re a great starting point for you to see how your IT support and strategies are doing and to spot where you can do better.


Lastly, let’s not forget the money talk. It’s essential to consider the percentage of your budget spent on IT and cybersecurity. Think of this as an investment in your business’s health, rather than just another cost. Here’s the breakdown:

IT and Cybersecurity Budget as a Percentage of Total Budget

  • Leaders: 12-15%
  • Early Majority: 10-12%
  • Late Majority: 8-10%
  • Laggards: 6-8%
  • Left Behinds: less than 6%

Remember, “You can’t improve what you don’t measure.” As with all the other metrics we’ve talked about, where you sit on this scale isn’t about being good or bad. It’s about getting better and finding what’s right for your business right now. However, investing in IT and cybersecurity is investing in your business’s future – and it’s rarely a decision you’ll regret.

So there you have it. A good understanding of these metrics, along with the right budgeting, can do wonders for your business’s profitability. Measure, improve, and watch your business grow. Happy measuring!

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