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PROTOTYPE — MOCK DATAFigures are generated fixtures derived from the registry. Not ACF actuals.
Menu (13)
LAYER 3 — DEPARTMENT KPI PACK

IT Infrastructure & Operations

12 metrics5 leading · 7 lagging2 manual5 managed5 unmeasured7 without a target

Batch completion calendar → one cell per day, 365 days.

T24 availability
IT-01
—
No data
no series
UNMEASUREDinfra monitoring○ NOT REPORTED

Head of Infrastructure & Operations·IT System Planning

LOOMS / eKYC availability
IT-02
—
No data
no series
UNMEASUREDinfra monitoring○ NOT REPORTED

Head of Infrastructure & Operations·IT System Planning

DWH / BI / StringeeX availability
IT-03
—
No data
no series
UNMEASUREDinfra monitoring○ NOT REPORTED

Head of Infrastructure & Operations·IT System Planning

P1 incident response vs SLA
IT-04
0.7%
-94.3pp vs target 95.0%
MANAGEDManageEngine SDP⏱ T+1target proposed

Head of Infrastructure & Operations·IT System Planning

MTTR by severity
IT-05
2,741.9
No target
MANAGEDManageEngine SDP⏱ T+1

Head of Infrastructure & Operations·IT System Planning

Incident volume by root cause
IT-06
5.4
No target
MANAGEDManageEngine SDP⏱ T+1

Head of Infrastructure & Operations·IT System Planning

COB / EOD batch completion within window
IT-07
—
No data
no series
UNMEASUREDbatch scheduler○ NOT REPORTEDtarget proposed

Head of Infrastructure & Operations·IT System Planning

Achieved RTO / RPO at last DR test
IT-08
—
No data
no series
UNMEASUREDDR test record○ NOT REPORTED

Head of Infrastructure & Operations·IT System Planning

Change success rate
IT-09
59.4%
-35.6pp vs target 95.0%
MANAGEDManageEngine SDP⏱ T+1target proposed

Head of Infrastructure & Operations·IT System Planning

Reopened-incident rate
IT-10
46.7%
+41.7pp vs target 5.0%
MANAGEDManageEngine SDP⏱ T+1target proposed

Head of Infrastructure & Operations·IT System Planning

Reconciliation match rate
IT-11
63.5%
No target
MANUALPayment GW + T24⏱ T+1

Head of Infrastructure & Operations·IT System Planning

DR test currency
IT-12
8.6
-171.4 vs target 180
MANUALDR records⏱ T+1

Head of Infrastructure & Operations·IT System Planning

LAYER 4 · THE PEOPLE UNDER THESE NUMBERS
readiness 58/100
6
ROSTERED
people with a scorecard
45%
COVERAGE
median · floor 60%
0
CAN BE RATED
of 6
0/4
GATE
conditions met

Commitments: 92 of 125 delivered by the date agreed (73.6%), from the project tool via the delivery feed. Not comparable with another department's figure — their work is not the same kind of work.

Nobody in this department can be rated today — and the reason is above the line, not below it: coverage is 45% because these metrics mostly have no target and none is certified. Fixing the pack fixes Layer 4; there is no separate Layer-4 problem to solve.

Team rosterAll departments
INTERNAL PROCESS · WHAT WE NEED BACK
  1. Is this what you are accountable for? Delete what is not; add what is missing.
  2. Is the formula right — especially the denominator?
  3. Who is the metric owner and who is the data owner? They must be two different people.
  4. What is the target, and on what basis was it set?
  5. Where does the number come from today — which system, or which spreadsheet?