Mike Pearlstein is CEO of Fusion Computing and holds the CISSP, the gold standard in cybersecurity certification. He has led Fusion’s managed IT and cybersecurity practice since 2012, serving Canadian businesses across Toronto, Hamilton, and Metro Vancouver.
Fusion Computing serves businesses across Toronto & GTA | Hamilton | Metro Vancouver
According to Gartner, organizations that track and act on IT metrics reduce unplanned downtime by up to 40% within the first year of measurement.
IT metrics are the quantitative measures that tell you whether your technology operations are healthy, efficient, and aligned with business goals. The five that matter most: uptime percentage (target 99.5%+), first-contact resolution rate (target 80%+), mean time to repair critical issues, patch compliance rate (target 95%+), and user satisfaction score.
KEY TAKEAWAYS
- Organizations that track IT metrics reduce unplanned downtime by up to 40% within the first year (Gartner)
- The five metrics that matter most: uptime %, first-contact resolution rate, mean time to repair, patch compliance, and user satisfaction
- Review metrics quarterly with your MSP — monthly data without quarterly analysis is noise
Frequently asked questions
The most important IT metrics are mean time to resolution (MTTR), first-call resolution rate, system uptime percentage, ticket volume trends, endpoint patch compliance, and backup success rate. These indicators reveal whether your IT environment is improving or deteriorating over time. Tracking metrics monthly enables data-driven decisions about technology investments.
What IT metrics should a small business track?
Track uptime percentage, first-contact resolution rate, mean time to repair for critical issues, patch compliance rate, and user satisfaction. These five metrics give you a complete picture of IT health without drowning in data. For a deeper look at planning around these numbers, see our IT strategic planning guide.
Fusion Computing is a Canadian-owned managed IT and cybersecurity provider serving businesses with 10 to 150 employees since 2012. With a 93% first-contact resolution rate and CISSP-certified security leadership, Fusion Computing delivers monitoring, help desk, and security services aligned to CIS Controls v8.1.
How often should IT metrics be reviewed?
Review metrics quarterly with your MSP or internal IT lead. Monthly data without quarterly analysis is noise. The quarterly review connects trends to business outcomes and identifies areas that need attention.
