2026 MIS IT KRA KPI Biz Plan
| KRA | OBJECTIVE | KPI | PLAN / PROGRAM |
|---|---|---|---|
| IT Request Management and Turnaround Time Monitoring | 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. | - Review Time: 3 calendar days (≈2 workdays). - Task Time: 3 calendar days (≈2 workdays). - Repairs & Emergencies: SLA < 1 day. |
- Daily monitoring by Justin, Avie, Jun, and Mike using ERPNext: ITRList Dashboard - 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 | Ensure protection and continuous availability of all company IT assets through documented preventive maintenance, security protocols, and role-based accountability. | - Document IT preventive maintenance and security scope. - Complete duty and procedure listings by Feb 2026. - Integrate documentation into MIS IT Procedure Plan. |
- Maintain a wiki-based documentation system: Wiki - 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. |
Footnote: 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.