CITS Service Level Expectations Quarterly Report of Performance against Targets

Transcription

1 CITS Service Level Expectations Quarterly Report of Performance against s SERVICE LEVEL EXPECTATIONS Between Faculties, Schools, Service Areas and CITS Performance Indicators for Oct Dec 2011 (Q) Service Level Expectations Executive Summary Total service calls logged remains high with service calls were registered in the second half of 2011 (17966 in Q). Office36 migration was a significant project for CITS resulting in high s of support requests via the Service desk and desktop support teams. Customer satisfaction across all clients surveyed remains above our target and increased by.1 from Quarter 3. Number of incidents remains steady following significant improvement from 2010 numbers. Incident Response times for Priority 1 have seen notable improvements for Quarter. Incident response times for 2, 3 and have not met resolution targets and continued work is required around CITS s incident management process Overall Performance s Percentage of incidents bring resolution time targets targets for incident. In the histogram below, the coloured bars represent the percentage of incidents which have not bred the resolution time targets. Performance : To meet resolution time targets for incident as shown below Priority Response Level 1 Resolution time: 90% within 1 business day 2 Resolution time: 90% within 2 business days 3 Resolution time: 90% within business days Resolution time: 90% within 10 business days Resolution time: 90% within 20 business days Actual Performance (Oct Dec): % Within 100% 80% 60% 0% 20% Service Call: 90% 79.22% 8.8% 9.6% 87.86% % Within Incidents: 90% % % 100% 78.18% 83.33% 80.00% 80% 60% 0% 20% 0% Priority 0% Priority # of Service Calls # of Incidents P1 P2 P3 P P P1 P2 P3 P P Version Date: 2/0/2012 Page 1 of 1

2 CITS Service Level Expectations Quarterly Report of Performance against s Comment: Priority 2, 3, and service call resolution time did not meet SLA target. Increase load on Office 36 and overall service requests are attributed to the downfall. Priority service calls have all seen an improvement in meeting target in Q Incident Response times for Priority 1 have seen notable improvements for Quarter. Incident response times for 2, 3 and have not met resolution targets and continued work is required around CITS s incident management process. Service Call and Incidents Oct Dec 2011 Number of Service Calls Logged Number of Incidents Jan 10 Mar 10 May 10 Jul 10 Sep 10 Nov 10 Jan 11 Mar 11 May 11 Jul 11 Sep 11 Nov Jan 10 Mar 10 May 10 Jul 10 Sep 10 Nov 10 Jan 11 Mar 11 May 11 Jul 11 Sep 11 Nov 11 Comment: Average # of Calls to Service desk per month for Q = 987 (2010 Q1 Q Average = 01) Total service calls logged remains very high for Q with service call logged, down 170 from Quarter service calls were registered in the second half of 2011 coinciding with the implementation of Data#3 supplementary service and improved capabilities to handle increased volumes. Number of incidents remains steady following significant improvement from 2010 numbers. Customer satisfaction This metric brings the importance of customer satisfaction into focus. It offsets the technical perspective of the other metrics. The value of this metric is the average of a customer satisfaction rating between 0 (low) and (high) measured by a survey sent to a client after their service call is closed Q Q Q Q Customer satisfaction..36 (N=1339).7 (N=1061) 3.91 (N=970).01 (N=897) CITS Support Hours CITS standard hours of support for ICT services are defined as 8:00am to :00pm Monday to Friday and all Service Level Expectations KPI reports are based on these working hours. However CITS also provides limited additional support outside of these stated hours, in the form of the following: CITS Service Desk operates extended front line services during semester ting hours, covering 7:30am to 9:00pm Computer lab and lecture theatre support also operate extended hours during ting periods Emergency break fix support for certain infrastructure services after hours Version Date: 2/0/2012 Page 2 of 1

3 CITS Service Level Expectations Quarterly Report of Performance against s Service Portfolio 1. Business Analysis and Consultation The design or acquisition of a new technology solution 2011 Q Q Q Q Percentage of incidents and service requests not bring resolution time targets. targets for. % P2: 0% P3: 7.1% P: 90.91% P: 92.86% (N=78) P2: 100% P3: 83.33% P: 89.3% P: 33.33% (N=101) P2: 2% P3: 0% P: 66.67% P: 0% (N=10) P2: 100% P3:.% P: 0% P: 100% (N=12) Customer satisfaction. This metric measures customer satisfaction rating between 0 (low) and (high) measured by survey after service call closure..38 (N=8) (N=1) (N=1) Project Closure Satisfaction projects sponsors satisfaction with project delivery within cost, time, quality constraints (N=) Projects requiring only business analysis service tend to be few; the majority are dealt with through service requests rather than project requests. Version Date: 2/0/2012 Page 3 of 1

4 CITS Service Level Expectations Quarterly Report of Performance against s 2. Connectivity Connection to the University network and/or the internet 2011 Q Q Q Q Percentage of incidents and service requests not bring resolution time targets. targets for. % P2: 91.9% P3: 91.32% P: 9.9% P: 80.00% (N=1116) P2: 96.1% P3: 93.3% P: 90.00% P: 92.22% (N=1190) P2: 80% P3: 90% P: 93% P: 8% (N=1087) P2: 86% P3: 90% P: 9% P: 93% (N=1010) Customer satisfaction. This metric measures customer satisfaction rating between 0 (low) and (high) measured by survey after service call closure. Rating 0.9 (N=73). (N=20) 3.9 (N=3).1 (N=87) Service Availability Internet The metric provides a measure of the availability of a key business system either number of outages per month or duration of unplanned outages Hours per quarter < Major project carried out during Q include: o Mount Bay Hospital Breast Cancer Research Unit o Fremantle CUSP network upgrade o Kalgoorlie WASM VTEC split o B616 Network installation o B08 training space CAT6 network upgrade o B07 Tech Lounge CAT6 network upgrade o B212 CAT6 network upgrade Version Date: 2/0/2012 Page of 1

5 CITS Service Level Expectations Quarterly Report of Performance against s 3. Electronic Communication Use of , telephones, mobile phones, instant messaging, video conferencing, blogs, or wikis 2011 Q Q Q Q Percentage of incidents and service requests not bring resolution time targets. targets for. % P2: 9.32% P3: 93.% P: 97.8% P: 97.09% (N=1636) P2: 90.1% P3: 92.89% P: 97.66% P: 9.83% (N=191) P2: 8% P3: 89% P: 97% P: 8% (N=18) P2: 80% P3: 90%% P: 9% P: 93% (N=306) Customer satisfaction. This metric measures customer satisfaction rating between 0 (low) and (high) measured by survey after service call closure..6 (N=13). (N=19).26 (N=17).01 (N=169) Service Availability Staff The metric provides a measure of the availability of a key business system either number of outages per month or duration of unplanned outages % 9% 99 % 99% 98% 98.6% Service Availability Telephone Services Number Number of PABX related incidents Protection Incoming blocked as Spam or virus infected messages % 9% 9% 97% 98% * * CITS is no longer able to provide statistic on the protection due to the fact that is now provided via Office36 service. Quarter saw 11,000 mailboxes migrated from on premise to Office 36. Priority was placed on fast resolution of related issues due to the migration project, with the call volume almost doubled during this period. Version Date: 2/0/2012 Page of 1

6 CITS Service Level Expectations Quarterly Report of Performance against s. Enterprise Application Support The functioning of an existing business application, such as Student 1, Finance 1 etc 2011 Q Q Q Q Percentage of incidents and service requests not bring resolution time targets. targets for. % P2: 89.7% P3: 8.8% P: 86.21% P: 98.7% (N=228) P2: 7.00% P3: 86.0% P: 8.00% P: 91.23% (N=30) P2: 83% P3: 87% P: 73% P: 9% (N=08) P2: 67% P3: 83% P: 9% P: 93% (N=19) Customer satisfaction. This metric measures customer satisfaction rating between 0 (low) and (high) measured by survey after service call closure..6 (N=20).67 (N=3).60 (N=12). (N=13) Project Closure Satisfaction projects sponsors satisfaction with project delivery within cost, time, quality constraints (N=) Service Availability Student 1 The metric provides a measure of the availability of a key business system either number of outages per month or duration of unplanned outages Unplanne d outages per month 0 1 =99.9% 2 Availability = =99.9% 1 =99.9% Service Availability Blackboard The metric provides a measure of the availability of a key business system either number of outages per month or duration of unplanned outages Unplanne d outages per month 0 3 Availabilit y = 99.% 1 Availability = 99.9% 0 =100% 1 =99.9% Service Availability Finance One The metric provides a measure of the availability of a key business system either number of outages per month or duration of unplanned outages Unplanne d outages per month 0 1 Availabilit y = 99.9% 1 Availability = 99.9% 0 =100% 0 =100% Version Date: 2/0/2012 Page 6 of 1

7 CITS Service Level Expectations Quarterly Report of Performance against s The major project Upgrade of Blackboard to version 9.1 SP6 Although the application is hosted; there is a lot of interaction with CITS systems, eg Authentication, OLAS, Integration Web Services, and Grade Book data extraction. Project activities were spread across BSS team, BS Integration and BS Development teams. The outages of Student One and Finance One were due to databases losing connectivityalthough the outages were brief. Version Date: 2/0/2012 Page 7 of 1

8 CITS Service Level Expectations Quarterly Report of Performance against s. Information Management Store, protect, keep, or destroy information, whether in electronic, paper, or other forms 2011 Q Q Q Q Percentage of incidents and service requests not bring resolution time targets. targets for. % P2: 69.88% P3: 80.61% P: 99.7% P: 96.30% (N=1137) P2: 70.2% P3: 8.71% P: 99.% P: 70.00% (N=1017) P2: 1% P3: 87% P: 7% P: 9% (N=1317) P2: 7% P3: 61% P: 98% P: 98% (N=918) Customer satisfaction. This metric measures customer satisfaction rating between 0 (low) and (high) measured by surveys sent to customers during and after using IM services.. (N=9).8 (N=88).39 (N=).3 (N=79) Project Closure Satisfaction The metric measures the Project Sponsor/s satisfaction with service delivery within cost, time, quality constraints The definition of this service is still under review subsequent to the move of University Information Management s functions to Records and Information Management (within Legal & Compliance Services) in March The only child service which is still under the purview of CITS is Information Security. Information and metrics relating to the other child services of Information Management may be accessed from Records & Information Services. Version Date: 2/0/2012 Page 8 of 1

9 CITS Service Level Expectations Quarterly Report of Performance against s 6. Product & Technology Evaluation Choosing new ICT solutions 2011 Q Q Q Q Percentage of incidents and service requests not bring resolution time targets. targets for. % P2: P3: P: 66.67% P: (N=3) P2: P3: 0.00% P: P: (N=7) P2: P3: P: P: P2: P3: P: P: Customer satisfaction. This metric measures customer satisfaction rating between 0 (low) and (high) measured by survey after service call closure. (N=1) Project Closure Satisfaction projects sponsors satisfaction with project delivery within cost, time, quality constraints (N 0)?? (N??) Version Date: 2/0/2012 Page 9 of 1

10 CITS Service Level Expectations Quarterly Report of Performance against s 7. CITS Service Desk First point of contact regarding all CITS services 2011 Q Q Q Q Percentage of incidents and service requests not bring resolution time targets. targets for. % P2: 80.77% P3: 83.80% P: 92.8% P: 96.00% (N= 112) P2: 6% P3: 78% P: 90% P: 90% (N=819) P2: 8% P3: 87% P: 91% P: 92% (N=62) P2: 81% P3: 8% P: 93% P: 98% (N=216) Customer satisfaction. This metric measures customer satisfaction rating between 0 (low) and (high) measured by survey after service call closure..0 (N=86).29 (N=77) 3. (N=33).08 (N=82) Average time waiting for phone call to be answered. This metric is the average number of seconds that callers are waiting to have their call answered. seconds 120 seconds 3 Secs (N=21377) 1:03 Secs (N=1681) 3 Secs (N=19107) 1:18 Secs (N=17880) Percentage of calls solved first time. percentage of service calls coming in by phone (or face toface) that are closed upon first contact. % 6% 0.90% 39.20% 37.73% 3.2% Number of Service Call numbers resolved by the Service Desk was extremely high over Q attributed to the increased support requests from the migration of all users into Office36. Satisfaction increase on service calls improved over Q3 and is linked to an improvement and maturing of the Data#3 supplementary service. Version Date: 2/0/2012 Page 10 of 1

11 CITS Service Level Expectations Quarterly Report of Performance against s 8. Managed Desktop Management and support of University desktop computers and laptops 2011 Q Q Q Q Percentage of incidents and service requests not bring resolution time targets. targets for. % P2: 90% P3: 89% P: 9% P: 92% (N= 7303) P2: 88% P3: 87% P: 9% P: 86% (N= 7061) P2: 78% P3: 89% P: 91% P: 89% (N=797) P2: 77% P3: 8% P: 93% P: 81% (N=627) Customer satisfaction. This metric measures customer satisfaction rating between 0 (low) and (high) measured by survey after service call closure..33 (N=99).38 (N=).28 (N=29).09 (N=87) During Q managed desktop was heavily involved with: o migration to the Cloud o Moving 700 desktops to MOE o Began to initiate the integration of all managed desktop teams Version Date: 2/0/2012 Page 11 of 1

12 CITS Service Level Expectations Quarterly Report of Performance against s 9. Research Technology Support Advice on specialised research equipment, including help with grant applications Q Q Q Q Percentage of incidents and service requests not bring resolution time targets. targets for. % 90% for P2: 100% P3: 100% P: 0.00% P: 100% (N=11) P2: P3: 0% P: 100% P: 67% (N=) P2: P3: 100% P: 33% P: 0% (N=6) P2: P3: 100% P: 100% P: 68% (N=6) Customer satisfaction. This metric measures customer satisfaction rating between 0 (low) and (high) measured by survey after service call closure. 0% (N=1) Number of Research Projects Number Research projects registered The Service Requests and Incidents are all part of the management and maintenance of specialist research systems. It appears that a lot of these jobs are being incorrectly assigned to other services. As the number of items in these categories is particularly small the metrics can be easily unbalanced by a few difficult problems. Due to the small number of calls logged against this service, no customer satisfaction surveys were received. There are currently 8 research projects open, in various stages of completion. All of these projects are focusing on the provisioning of research enabling infrastructure, or are part of research project collaboration. Some good examples are; theskynet project being done in cooperation with ICRAR, and the URDMS project which has some external funding from the Australian National Data Service. Version Date: 2/0/2012 Page 12 of 1

13 CITS Service Level Expectations Quarterly Report of Performance against s 10. Software Development Custom built business applications Customer satisfaction. This metric measures customer satisfaction rating between 0 (low) and (high) measured by survey after service call closure. Project Closure Satisfaction projects sponsors satisfaction with project delivery within cost, time, quality constraints 2011 Q Q Q Q.6 (N=).7 (N=6) (N=1).2 (N=)?? (N=??) Projects within this category tend to be of long duration. Software Development is tracked as projects rather than service calls Customer satisfaction measured as part of project completion review. Version Date: 2/0/2012 Page 13 of 1

14 CITS Service Level Expectations Quarterly Report of Performance against s 11. Ting and Learning Technology Support Assistance in the use of student computer laboratories, ilectures and audio visual equipment Percentage of incidents and service requests not bring resolution time targets. targets for. % To meet resolut ion time targets for priorit y 2011 Q Q Q Q P2: 9.71% P3: 90.1% P: 96.06% P: 83.67% (N=297) P2: 90% P3: 91% P: 9% P: 88% (N=302) P2: 86% P3: 97% P: 98% P: 89% (N=913) P2: 8% P3: 92% P: 98% P: 87% (N=2903) Customer satisfaction. This metric measures customer satisfaction rating between 0 (low) and (high) measured by survey after service call closure..39 (N=187).1 (N=186) 3.90 (N=216).36 (N=17) Student computer availability Availability of student computer laboratory computers % 99% >99.00% >99.00% >99.00% >99.00% Student Print System Client satisfaction of POLAR system.3 (N=22).2 (N=2).0 (N=26).22 (N=21) A number of lecture theatres were upgraded at the end of 2011 to standardise and improve the learning experience in these venues projectors replaced at end of lease, document visualisers installed, and newer style lecterns introduced. Version Date: 2/0/2012 Page 1 of 1

15 CITS Service Level Expectations Quarterly Report of Performance against s 12. Website Services Develop or change a website Customer satisfaction. This metric measures customer satisfaction rating between 0 (low) and (high) measured by survey after service call closure. Rating Q Q Q Q.3 (N=).33 (N=30).2 (N=22).36 (N=37) Project Closure Satisfaction projects sponsors satisfaction with project delivery within cost, time, quality constraints Rating 0 (N=) (N=2) (N=1) Content Management System migration slowed during this period because staff dedicated to the process left and were not replaced. An increasing amount of web development work specifically in the CMS was carried out by an external contractor: Alyka. Eg the Unilife website. The Wordpress platform increasingly used by DMU for external facing websites. Version Date: 2/0/2012 Page 1 of 1