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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
February 2014
March 2014

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% |

(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% | 99.7%-100%

100% | 100%

Performance Metrics

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

45% | 48.49%

45% | 52.43%

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

10.00 | 5.43

10.00 | 6.05

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

10.00 | 2.58

10.00 | 3.05

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

10.00 | 1.40

10.00 | 1.49

Other Key Statistics

February 2014
March 2014

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

80.71%

63.03%

SPAM Control: Amount of Phishing attacks being detected

4782

4050

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

1645

3130

Training: Course attendee’s objectives met

93.3%

98%



Last updated 14 July 2014 Website Comments and Feedback (Email).