IS Services Key Performance Indicators (KPIs)
The following are details of Key Performance Indicators (KPIs) for services within the IS Services department. Key Performance Indicators (KPIs) 2012/13
| Description | ||
Availability of Underpinning Infrastructure Services |
(Metric/Actual) |
(Metric/Actual) |
Availability of Network Core: Based on time lost on links against total time available on these links |
100% | 99.897% |
100% | 100% |
(Metric/Actual) |
(Metric/Actual) |
|
Availability of Active Directory for Authentication : (indicates that users can logon) |
100% | 100% |
100% | 100% |
(Metric/Actual) |
(Metric/Actual) |
|
Website Homepage availability: Percentage of time that TCD Home Page was available |
100% | 100% |
100% | 100% |
(Metric/Actual) |
(Metric/Actual) |
|
Exchange Service Availability: Percentage of time that staff email system was available |
99.98% | 99.46% |
99.98% | 99.99% |
(Metric/Actual) |
(Metric/Actual) |
|
Google Service availability: Percentage of time that student email system was available |
100% | 99.99% |
100% | 99.4% |
Availability of Enterprise Applications |
(Metric/Actual) |
(Metric/Actual) |
Availability of Student Administration System: |
100% | 100% |
100% | 100% |
(Metric/Actual) |
(Metric/Actual) |
|
Availability of CORE HR System: |
100% | 100% |
100% | 100% |
(Metric/Actual) |
(Metric/Actual) |
|
Availability of CODA Financial System: |
100% | 100% |
100% | 100% |
Performance Metrics |
(Metric/Actual) |
(Metric/Actual) |
Calls to Helpdesk Closed at 1st Line: |
45% | 50.30% |
45% | 50.37% |
(Metric/Actual) |
(Metric/Actual) |
|
Average Time waiting in Queue for Phone. Mins: |
10.00 | 4.22 |
10.00 | 4.55 |
(Metric/Actual) |
(Metric/Actual) |
|
Average Time waiting in Queue for Front Desk (student) Mins: |
10.00 | 1.54 |
10.00 | 2.16 |
(Metric/Actual) |
(Metric/Actual) |
|
Average Time waiting in Queue for Front Desk (staff) Mins: |
10.00 | 1.36 |
10.00 | 2.0 |
Other Key Statistics
January 2013 |
February 2013 |
|
|
|
|
SPAM Control:
Amount of SPAM email being rejected
(% of all email)
|
52.59% |
77.9% |
SPAM Control: Amount of Phishing attacks being detected |
6,718 |
5,604 |
Anti-Virus Control: Amount of viruses being detected and deleted with no impact on user |
1,073 |
720 |
Training: Course attendee’s objectives met |
92.1 |
98.07 |