Implementation of performance metrics in the technical support department to manage internal business processes in IT companies

The research explores the implementation of a performance evaluation system within the technical support department of a Ukrainian IT company to improve service quality and streamline internal business processes.The research was motivated by observed inefficiencies in support workflows, such as delayed ticket resolutions and inconsistent handling of client requests, which negatively impacted customer satisfaction.As a result, the research proposes a structured approach to monitoring and improving performance using the Balanced Scorecard (BSC) framework.The BSC methodology was chosen as it allows for a comprehensive view of performance across four key dimensions: financial, customer, internal business processes, and learning and growth.This multidimensional perspective ensured that the evaluation system aligned not only with operational goals but also with broader strategic objectives.Within this framework, a set of relevant Key Performance Indicators (KPIs) was selected based on industry best practices and internal process needs.These KPIs included metrics such as response time to requests, the recurrence rate of incidents, ticket backlog, and individual staff productivity.In order to make the evaluation system actionable, a KPI monitoring dashboard was developed.The dashboard provided managers with a visual and interactive tool to assess performance trends, identify bottlenecks, and implement timely interventions.Early results showed measurable improvements in process consistency, response times, and the quality of problem resolution.What is more, the ability to analyze individual and team performance facilitated more targeted training, feedback, and process adjustments.Importantly, the research highlights that performance metrics are most effective when they are visible, trustworthy, and clearly linked to customer outcomes and business goals.Rather than being used purely for control, KPIs should serve as instruments for continuous improvement and strategic alignment.The next phase of the project will focus on automating data collection and refining the dashboard to further enhance operational agility and data-driven decision-making.