If you can’t measure it, you can’t improve it... It’s a cliché, but it’s especially true when it comes to Workday AMS (Application Management Services).
Too many organisations focus only on “tickets closed” as a measure of success. While resolving incidents quickly is important, it’s not the full picture. If your system is healthy but your internal capability is stagnating, you’re not getting the full value from your AMS partner or your Workday investment.
That’s why we recommend tracking KPIs that measure two dimensions of AMS success:
- System Performance KPIs - the technical health of your Workday environment.
- Team & Talent KPIs - the growth, capability, and retention of your internal Workday team.
Why Measurement Matters
Without defined metrics, AMS can drift into reactive support, solving issues in the moment but missing opportunities for continual improvement.
When you measure both system and talent KPIs, you:
- Link AMS directly to business outcomes.
- Prove ROI on your Workday spend.
- Identify gaps in skills, governance, or adoption early.
- Create a roadmap for continuous improvement.
Gartner research shows that organisations with defined post-implementation KPIs achieve up to 25% higher user adoption within the first year compared to those without.
The Two Pillars of AMS KPIs
1. System Performance KPIs
These measure the operational health and efficiency of your Workday system:
- Incident Resolution Time – e.g. P1 within 24 hours, P2 within 72 hours.
- Feature Adoption Rate – target 80%+ adoption within three months of release.
- System Uptime & Stability – measure % uptime and frequency of unplanned outages.
- Release Testing Pass Rate – % of features successfully validated in sandbox before go-live.
- Change Success Rate – % of changes implemented without rollback or incident.
2. Team & Talent KPIs
These track your internal team’s capability and engagement:
- % of Incidents Resolved Internally – a higher % indicates growing self-sufficiency.
- Training Completion Rates – % of relevant staff completing training within 30 days of release.
- Champion-Led Initiatives – number of changes or updates led by internal release champions.
- Retention of Key Roles – stability in roles critical to Workday operation.
- Skills Growth – tracked via skills matrix or certification achievements.
KPI Maturity Model
Level 1: Reactive
Only tracks basic service desk metrics (e.g., tickets closed).
Level 2: Functional
Tracks some system health metrics and basic training completion.
Level 3: Strategic
Tracks system + talent KPIs, links them to business outcomes, and uses results to inform governance and talent planning.
Setting Targets and Reviewing Performance
It’s not enough to set KPIs once - they should be reviewed quarterly, with adjustments based on:
- Upcoming releases and feature changes.
- Changes in team structure or skills.
- Evolving business priorities.
AMS performance reviews should include both system and talent metrics side-by-side, so leadership can see:
- Where the system is delivering value.
- Where the team is growing in capability.
- Where extra investment (training, recruitment, governance) is needed.
Talent ROI: The Hidden Win of AMS KPIs
Measuring talent KPIs isn’t just about tracking progress, it’s about showing value:
- Reduced Reliance on External Support – as internal teams handle more incidents, AMS hours can be reallocated to strategic projects.
- Lower Recruitment Costs – retention improves when people see their skills developing.
- Stronger Succession Planning – champions and super users are ready to step into leadership roles when needed.
How We Help
As a Workday AMS Partner with specialist recruitment expertise, we help clients define KPIs that cover both the system and the team, and then build the capability to hit them.
From auditing your current metrics to recruiting the talent to achieve them, we make sure AMS success is measured, visible, and continuous.
Want to build a KPI framework that proves your AMS ROI? Let’s talk.
