IS Services Key Performance Indicators (KPIs)
The following are details of Key Performance Indicators (KPIs) for services within the IS Services department. Previous Key Performance Indicators.
| Description | |||
Availability of Underpinning Infrastructure Services |
(Metric/Actual) |
(Metric/Actual) |
(Metric/Actual) |
Availability of Network Core: Based on time lost on links against total time available on these links |
100% | 100% |
100% | 100% |
100% | 100% |
(Metric/Actual) |
(Metric/Actual) |
(Metric/Actual) |
|
Availability of Active Directory for Authentication : (indicates that users can logon) |
100% | 100% |
100% | 100% |
100% | 100% |
(Metric/Actual) |
(Metric/Actual) |
(Metric/Actual) |
|
Website Homepage availability: Percentage of time that TCD Home Page was available |
100% | 100% |
100% | 100% |
99.86% | 99.86% |
(Metric/Actual) |
(Metric/Actual) |
(Metric/Actual) |
|
Exchange Service Availability: Percentage of time that staff email system was available |
100% | 100% |
100% | 100% |
100% | 100% |
(Metric/Actual) |
(Metric/Actual) |
(Metric/Actual) |
|
Google Service availability: Percentage of time that student email system was available |
100% | 100% |
100% | 100% |
100% | 100% |
Availability of Enterprise Applications |
(Metric/Actual) |
(Metric/Actual) |
(Metric/Actual) |
Availability of Student Administration System: |
100% | 100% |
100% | 100% |
100% | 100% |
(Metric/Actual) |
(Metric/Actual) |
(Metric/Actual) |
|
Availability of CORE HR System: |
100% | 100% |
100% | 99.8% |
100% | 100% |
(Metric/Actual) |
(Metric/Actual) |
(Metric/Actual) |
|
Availability of CODA Financial System: |
100% | 100% |
100% | 100% |
100% | 100% |
Performance Metrics |
(Metric/Actual) |
(Metric/Actual) |
(Metric/Actual) |
Calls to Helpdesk Closed at 1st Line: |
45% | 45.50% |
45% | 40.72% |
45% | 43.30% |
(Metric/Actual) |
(Metric/Actual) |
(Metric/Actual) |
|
Average Time waiting in Queue for Phone. Mins: |
10.00 | 5.12 |
10.00 | 5.52 |
10.00 | 5:37 |
(Metric/Actual) |
(Metric/Actual) |
(Metric/Actual) |
|
Average Time waiting in Queue for Front Desk (student) Mins: |
10.00 | 4.18 |
10.00 | 6.40 |
10.00 | 5:20 |
(Metric/Actual) |
(Metric/Actual) |
(Metric/Actual) |
|
Average Time waiting in Queue for Front Desk (staff) Mins: |
10.00 | 2.27 |
10.00 | 4.42 |
10.00 | 3:11 |
Other Key Statistics
Feb 2012 |
Mar 2012 |
April 2012 |
|
|
|
|
|
SPAM Control:
Amount of SPAM email being rejected
(% of all email)
|
80.34% |
78.61% |
80.47% |
SPAM Control: Amount of Phishing attacks being detected |
3509 |
5027 |
4213 |
Anti-Virus Control: Amount of viruses being detected and deleted with no impact on user |
2739 |
886 |
859 |
Training: Course attendee’s objectives met |
95% |
96% |
100% |