2026 MIS IT KRA KPI Biz Plan
2026 MIS IT KRA KPI Business Plan
IT Request Management and Turnaround Time Monitoring
Objective: Efficiently manage and resolve IT requests to ensure minimal downtime and maintain high service levels. Establish and monitor turnaround time for IT requests to enhance efficiency and service quality.
KPI
- Review Time: 3 calendar days (≈2 workdays)
- Task Time: 3 calendar days (≈2 workdays)
- Repairs & Emergencies: SLA < 1 day
Plan / Program
- Daily monitoring by Justin, Avie, Jun, and Mike using ERPNext:
- Ensure all tickets are assigned, acknowledged, and have receipt confirmation.
- Dashboards show SLA by category (Access, IT Equipment, Admin Services, etc.) with 4.5-day SLA targets.
- Analyze trends to reduce delays and improve workflows.
Secure and Protect Company Information Systems and Hardware
Objective: Ensure protection and continuous availability of all company IT assets through documented preventive maintenance, security protocols, and role-based accountability.
KPI
- Document IT preventive maintenance and security scope.
- Complete duty and procedure listings by Feb 2026.
- Integrate documentation into MIS IT Procedure Plan.
Plan / Program
- Maintain a wiki-based documentation system.
- Consolidate Risk Management Plan + Biz Plan into one MIS Action Plan.
- Require IT sub-teams (ERPNext, Network, Support, QMS) to submit duties.
- Conduct monthly compliance checks via dashboards.
Notes
| Note | Detail |
|---|---|
| SLA Duration Basis | SLA durations are logged in calendar days. To compare with working days, apply a 1.4 multiplier (1 workday × 1.4 = 1.4 calendar days). Therefore, 3 calendar days ≈ 2 working days. |