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 ServicesMarch 2009 | 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 99.60% Target: 99.90% | Email Faculty & Staff 100% Target: 99.90% | |||||||||||||||||||||
| Email Student 100% Target: 99.90% | SpamTrap 99.99% 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 FacilitiesMarch 2009 | View Historical Data | |
|---|---|
| Computer Labs 38.00% 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 58.00% Target: Increased Use | |
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Uptime/Availability of Technical Services - HousingMarch 2009 | View Historical Data | |
|---|---|
| Residence Network (ResNet) 99.99% 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 99.99% Target: 99.90% | |
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SecurityMarch 2009 | View Historical Data | |
|---|---|
| Number of Incidents 73 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 82.00% Target: 99.90% | |
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ServiceMarch 2009 | View Historical Data | ||
|---|---|---|
| Technical Support Center Incidents 2,435 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 83.00% Target: 70.00% | ||
| Technology Classrooms Incidents 163 Target: Decrease | ||
| Incidents resolved same work day 2 Target: 70.00% | ||
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ResourcesMarch 2009 | View Historical Data | ||
|---|---|---|
| Centralized Printers # of Pages Printed 488,864 Target: 500,000 | Email Messages Processed 2,519,136 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 62.03% Target: Manage Capacity | Disk Space Utilization-Email Student * 0% Target: 72.90% | |
| Disk Space Utilization File/Print Academic 55.16% Target: Manage Capacity | Disk Space Utilization File/Print Administrative 61.16% Target: Manage Capacity | |
| Research SAN - Percent Disk Used 82 Target: 80.00% | Research SAN - Disk Usage in TB (terabytes) 16 Target: 13 TB | |
| Research SAN - Tape Library Capacity Used 54.72% Target: Manage Capacity | SPAM Messages Blocked 4,209,798 Target: Increase | |
| Wireless Users 10,731 Target: Increase | Internet Bandwidth Inbound peak (mbps) 345 Target: n/a | |
| Internet Bandwidth Outbound peak (mbps) 149 Target: n/a | Internet Bandwidth Inbound average (mbps) 183 Target: n/a | |
| Internet Bandwidth Outbound average (mbps) 69 Target: n/a | ||
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InitiativesMarch 2009 | 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 74.00% Target: 90.00% | |
| % Active versus Inactive projects 98.00% Target: 80.00% | |
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For more information on the performance metrics, contact Ann Tatman at atatman@odu.edu.