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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
November 2013
December 2013

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% | 100%

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

100% | 99.99%

100% | 100%

Performance Metrics

(Metric/Actual)
(Metric/Actual)
Calls to Helpdesk Closed at 1st Line:

45% | 47.94%

45% | 47.5%

(Metric/Actual)
(Metric/Actual)
Average Time waiting in Queue for Phone. Mins:

10:00 | 4:20

10:00 | 4:14

(Metric/Actual)
(Metric/Actual)
Average Time waiting in Queue for Front Desk (student) Mins:

10:00 | 2:20

10:00 | 1.54

(Metric/Actual)
(Metric/Actual)
Average Time waiting in Queue for Front Desk (staff) Mins:

10:00 | 1.08

10:00 | 1.30

Other Key Statistics

November 2013
December 2013

SPAM Control: Amount of SPAM email being rejected (% of all email)

52.36%

77.53%

SPAM Control: Amount of Phishing attacks being detected

7366

2351

Anti-Virus Control: Amount of viruses being detected and deleted with no impact on user

3582

2044

Training: Course attendee’s objectives met

100%

96%



Last updated 2 April 2014 Website Comments and Feedback (Email).