The key performance indicators (KPIs) of the Information Technology (IT) department at King Abdulaziz University are aligned with the (ITIL) framework to ensure the quality of software applications

Emad Omar Bahattab


This scholarly paper offers an in-depth examination of Key Performance Indicators (KPIs) within the field of Information Technology, particularly emphasizing alignment with ITIL standards for optimizing software application quality. The central theme revolves around the critical role of performance indicators in evaluating and enhancing organizational performance.

The document begins by exploring the concept of KPIs, emphasizing their pivotal role in strategic planning and operational efficiency. It provides a comprehensive overview of different types of KPIs, notably focusing on quantitative indicators. These KPIs are further categorized into five distinct groups, each serving unique functions in performance measurement and management.

Further, the paper delves into the methodologies for measuring task durations and conducting workload analyses. These aspects are crucial for organizations to understand resource allocation, operational bottlenecks, and areas requiring optimization. The analysis of task duration offers insights into the efficiency and effectiveness of various operational processes.

The concluding section of the paper highlights the application of Power BI, a powerful business analytics tool, for accessing, analyzing, and sharing performance-related data and reports. This discussion underscores the importance of advanced data analysis tools in comprehensively understanding and improving organizational performance. The integration of such tools facilitates a more data-driven approach to performance management, enabling organizations to make informed decisions and strategize effectively.



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