Key Performance Indicators Report Overview
| Software Services | Computing Services | Housing | Security | Service | Resources | Initiatives | [ Historical Data | Glossary ] |
Purpose
The Key Performance Indicators Report provides a summary at-a-glance of how OCCS is performing against select operational and service indicators. The indicators are purposely discriminating and present a quick but balanced overview of office operation toward organizational goals. OCCS reports these results in its effort to improve accountability for continually maintaining and improving its services.Data Sources
The information reported comes from a number of data sources, including server logs and reports, account request data, entries from the customer problem report tracking system "Footprints, budgetary allocation data and other verifiable records.The metrics are updated monthly on the fifth business day and reflect the previous month's performance.
Uptime/Availability of Critical Software ServicesDecember 2011 | View Historical Data | ||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Internet Native Banner 100% Target: 99.90% | Self-Service Banner 100% Target: 99.90% |
These metrics track how well OCCS is performing against its target for service availability of critical applications and services.Any service interruption outside the standard maintenance window, regardless of whether it was planned or scheduled, is considered downtime. Services are scheduled to be available 24/7, except for weekly maintenance on Sundays from 6am to Noon.
A 99.99% target (sometimes called four nines) allows for no more than 1.25 minutes of service unavailability per week. | ||||||||||||||||||||
| Blackboard 100% Target: 99.90% | Email Faculty & Staff 99.96% Target: 99.90% | |||||||||||||||||||||
| Email Student 100% Target: 99.90% | SpamTrap NA Target: 99.90% | |||||||||||||||||||||
| Midas 100% Target: 99.90% | Internet 100% Target: 99.90% | |||||||||||||||||||||
| Campus Network 99.90% Target: 99.90% | ||||||||||||||||||||||
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Availability of Critical Computing FacilitiesDecember 2011 | View Historical Data | |
|---|---|
| Computer Labs NA Target: Increased Use |
This metric tracks how well OCCS is maintaining technology equipment in key dedicated facilities.Any equipment out of service is considered against targets. |
| Technology Classrooms Equipment Use NA Target: Increased Use | |
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Uptime/Availability of Technical Services - HousingDecember 2011 | View Historical Data | |
|---|---|
| Residence Network (ResNet) 100% Target: 99.90% |
This metric tracks how well OCCS is maintaining technology equipment in housing facilities.Any equipment out of service is considered against targets. |
| Cable TV 99.90% Target: 99.90% | |
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SecurityDecember 2011 | View Historical Data | |
|---|---|
| Number of Incidents 364 Target: 99.90% |
This metric tracks how well OCCS is deploying security performance controls against threats.Data is useful for directing information security resources and defining the security posture of the institution. |
| Number of Desktops with Security Update 12 Target: 99.90% | |
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ServiceDecember 2011 | View Historical Data | ||
|---|---|---|
| Technical Support Center Incidents 3,395 Target: Centralize Data |
This metric tracks how well the OCCS Technical Support Services are performing against the targets for resolving customer service requests. Incidents are tracked from the time created to the time they are marked resolved. | |
| Incidents resolved within 3 work days 81 Target: 70.00% | ||
| Technology Classrooms Incidents 146 Target: Decrease | ||
| Incidents resolved same work day 83 Target: 70.00% | ||
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ResourcesDecember 2011 | View Historical Data | ||
|---|---|---|
| Centralized Printers # of Pages Printed 598,249 Target: 500,000 | Email Messages Processed 2,820,816 Target: Manage Capacity |
This metric tracks how well OCCS is managing its allocation of resources against campus needs.Targets are established to monitor demand and manage assets within capacity and budgetary limitations. * Student Email Accounts were migrated to Google mail in November 2008 and no longer use local disk space. |
| Disk Space Utilization-Email Faculty-Staff 2,281,564 Target: Manage Capacity | Disk Space Utilization-Email Student * n/a Target: 72.90% | |
| Disk Space Utilization File/Print Academic 53 Target: Manage Capacity | Disk Space Utilization File/Print Administrative 51 Target: Manage Capacity | |
| Research SAN - Percent Disk Used 88 Target: 80.00% | Research SAN - Disk Usage in TB (terabytes) 39 Target: 13 TB | |
| Research SAN - Tape Library Capacity Used 32.41% Target: Manage Capacity | SPAM Messages Blocked n/a Target: Increase | |
| Wireless Users 2,849 Target: Increase | Internet Bandwidth Inbound peak (mbps) 1,105 Target: n/a | |
| Internet Bandwidth Outbound peak (mbps) 230 Target: n/a | Internet Bandwidth Inbound average (mbps) 552 Target: n/a | |
| Internet Bandwidth Outbound average (mbps) 115 Target: n/a | ||
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InitiativesDecember 2011 | View Historical Data | |
|---|---|
| Projects with well-defined plan 100% Target: 95.00% |
These metrics track how well OCCS is performing against its target for the design, development and completion of institutional projects. |
| Projects completed on-time 58.00% Target: 90.00% | |
| % Active versus Inactive projects 97.00% Target: 80.00% | |
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For more information on the performance metrics, contact Ann Tatman at atatman@odu.edu.