Key performance indicators for information technology (IT) operational management of financial industry in Taiwan

摘要

This paper used CobiT version 4.1, as published by the information systems audit and control association (ISACA), to investigate key performance indicators for IT operational management; IT managers in the financial industry were emphasized. This study enlisted the help of practicing experts in creating a summary of practical experience. The study illustrates the experts’ consensus regarding the six most important key performance indicators for IT operational management within the financial industry. They are as follows: 1) frequency of data verification, 2) changes that follow formal change control processes, 3) problems resolved within the required time period, 4) user satisfaction with data availability, 5) successful data restoration, and 6) monitoring of critical processes. This study compiled reference values for each indicator following informational interviews with the group of experts. Additionally, this research involved verification comparisons between the reference values and the numerical value of the key performance indicators obtained in the study. The results were unanimous, indicating that this research has a high level of practical value. The results of the study can provide IT managers in the financial industry with reference indicators useful in IT operational management.