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 ServicesMay 2008 | View Historical Data | ||||||||||||||||||||||
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| 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% | Lotus Notes Faculty & Staff 99.94% Target: 99.90% | |||||||||||||||||||||
| Lotus Notes Student 100% Target: 99.90% | SpamTrap 100% Target: 99.90% | |||||||||||||||||||||
| Midas 100% Target: 99.90% | Internet 99.99% Target: 99.90% | |||||||||||||||||||||
| Campus Network 99.99% Target: 99.90% | ||||||||||||||||||||||
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Availability of Critical Computing FacilitiesMay 2008 | View Historical Data | |
|---|---|
| Computer Labs 28.00% Target: Increased Use |
This metric tracks show well OCCS is maintaining technology equipment in key dedicated facilities.Any equipment out of service is considered against targets. |
| Mediated Classrooms Equipment Use 54.00% Target: Increased Use | |
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Uptime/Availability of Technical Services - HousingMay 2008 | View Historical Data | |
|---|---|
| Residence Network (ResNet) 99.99% Target: 99.90% |
This metric tracks show well OCCS is maintaining technology equipment in housing facilities.Any equipment out of service is considered against targets. |
| Cable TV 99.99% Target: 99.90% | |
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SecurityMay 2008 | View Historical Data | |
|---|---|
| Number of Incidents 62 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 68.30% Target: 99.90% | |
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ServiceMay 2008 | View Historical Data | ||
|---|---|---|
| Technical Support Center Incidents 2,001 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 78.00% Target: 70.00% | ||
| Mediated classroom incidents 95 Target: Decrease | ||
| Incidents resolved same work day 73.00% Target: 70.00% | ||
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ResourcesMay 2008 | View Historical Data | ||
|---|---|---|
| Centralized Printers # of Pages Printed 142,711 Target: 500,000 | Email Messages Processed 10,156,457 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. |
| Disk Space Utilization-Email Faculty-Staff 60.65% Target: Manage Capacity | Disk Space Utilization-Email Student 48.86% Target: 72.90% | |
| Disk Space Utilization File/Print Academic 38.50% Target: Manage Capacity | Disk Space Utilization File/Print Administrative 64.60% Target: Manage Capacity | |
| Research SAN - Percent Disk Used 48 Target: 80.00% | Research SAN - Disk Usage in TB (terabytes) 10 Target: 13 TB | |
| Research SAN - Tape Library Capacity Used 32.27% Target: Manage Capacity | SPAM Messages Blocked 17,173,909 Target: Increase | |
| Wireless Users 6,164 Target: Increase | Internet Bandwidth Inbound peak (mbps) 247 Target: n/a | |
| Internet Bandwidth Outbound peak (mbps) 76 Target: n/a | Internet Bandwidth Inbound average (mbps) 108 Target: n/a | |
| Internet Bandwidth Outbound average (mbps) 39 Target: n/a | ||
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InitiativesMay 2008 | 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 100% Target: 90.00% | |
| % Active versus Inactive projects 90.00% Target: 80.00% | |
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For more information on the performance metrics, contact Ann Tatman at atatman@odu.edu.