Using KPIs to Help You Grow

BY IT GLUE | March 01, 2021

Whether it’s having your SOPs documented, building relationships between assets or making it easier to locate relevant information, effective documentation can improve your techs’ productivity in multiple ways.

However, companies don’t measure their documentation efforts very often. This leads to zero visibility, making it harder to get buy-in from techs, manage the overall process and build a productive documentation culture. So, how do you fix this? By identifying documentation KPIs, making them part of your documentation plan and linking them to your business outcomes. Let’s dive a bit deeper into this, shall we?

Documentation KPIs You Should Be Measuring

We have identified four simple KPIs that you should be measuring — Documents Created, Documents Updated, Documents Viewed and Documents Deleted. These KPIs will give you an overall picture of your organization’s documentation maturity and motivate your team to work on and use documentation.

Documents Created

This KPI measures the total number of new documents added to IT Glue by an employee in a given time frame. Assessing this should help you understand what percentage of your clients’ environments are documented, optimize the documentation workflow, determine the impact of automation and if the documentation workload is distributed equally.

Documents Updated

This KPI tracks the number of documents that were modified or updated by an employee in a given time frame. As SOPs, end-user information and credentials are updated frequently, and your team must keep the respective documents up to date. That’s precisely where this KPI comes in handy. You can track whether your employees are weeding out outdated information and pull up those who are not taking documentation hygiene seriously.

Documents Viewed

This documentation metric counts the total number of documents viewed by an employee in a particular timescale. It gives you insight into — how often your staff refers to documentation, how it impacts their response/troubleshooting time, what type of documents are viewed more, and who is using documentation more and who is not.

Documents Deleted

This metric gives you a count of the overall number of documents that an employee removed from IT Glue during a particular time frame. To maintain documentation hygiene, outdated documents and lapsed client information must be removed promptly. Otherwise, it may lead to clutter and errors and could slow down your team. This KPI should help you keep that in check.

Wrapping Up

The next question is, how do you measure these KPIs? You can measure each of these using the IT Glue-CrewHu integration. Moreover, it lets you score your employees based on these KPIs and run contests to recognize and reward the top performers.

Once you start using these KPIs and tying them to business outcomes, the next step is to set benchmarks. Consider your documentation objectives and your clients’ IT environment while setting these benchmarks. This way, you will be able to measure your efforts, optimize them and predict the future.

Want to learn more about how to use the IT Glue-CrewHu integration to measure your documentation efforts? Sign up for our upcoming webinar.

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