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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 Services

May 2008 | 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.

Nines

Uptime %

Minutes
Per Year

Minutes
Per Month

Two

99%

5256

438.0

Three

99.9%

526

43.8

Four

99.99%

53

4.4

Five

99.999%

5

0.4

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 Facilities

May 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 - Housing

May 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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Security

May 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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Service

May 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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Resources

May 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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Initiatives

May 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.