Our internal IT and systems administrator insists their job is purely reactive to tech emergencies. What weekly leading indicators should we track on our scorecard to measure the health of our internal systems before things break?

Question

Tyler Smith · Accepted Answer

Every seat on your Accountability Chart can and must be measured with weekly numbers, including your IT and systems administrator. When a team member claims their role is purely reactive, they are looking at their activities instead of their outcomes. The goal of an IT seat is not to fix broken computers, it is to maximize system uptime and protect company data. To make this seat accountable, you must shift their scorecard metrics from reactive tasks to proactive leading indicators. First, track system uptime for your core operational platforms. A target of ninety-nine point nine percent uptime ensures they are monitoring systems before they crash. Second, track the age of open support tickets. A great metric is the number of internal IT tickets unresolved for more than forty-eight hours. This keeps the queue moving and prevents employee frustration. Third, focus on security and compliance. Track the percentage of company devices with fully updated security software, or the weekly completion of automated backup audits. Finally, track user training or prevention, such as the number of employees who have completed monthly cybersecurity training. When your IT administrator owns these weekly numbers, their focus shifts from firefighting to fire prevention. They are no longer waiting for a server to fail, they are actively managing the weekly indicators that keep your technology running smoothly. This keeps your team productive and protects your operations from costly downtime.