| Super Service & Key Performance
Indicator |
Results |
Frequency to be reported |
Measured by |
|
Provide
an extensive data network, which connects all Monash campuses
together, and provides a gateway to other locations and networks,
including the Internet. |
| The fixed data network service is available during 99% of supported hours |
99.32% |
Quarterly |
Supported hours
24Hrs
Additional details and historic information
|
| The Monash provided
internet access service is available during 99% of supported hours |
100% |
Quarterly |
Supported hours
24Hrs
Additional details and historic information
|
| 95% of Data network service priority
1 and priority 2 faults logged in the HEAT Service Desk system
by Faculty IT support staff are acted on within 30 minutes during
supported hours |
100% |
Quarterly |
Response Graph
Reported from call logging system (HEAT). Source report not yet available on the intranet.
|
|
On a six-monthly basis, ITS will report on the response times of
the network, during supported hours, as measured by a PC located
at each campus.
|
Site |
Average Delay (ms) |
Six-Monthly |
Link Response
Additional details and historic information
|
| Alfred |
1 |
| Berwick |
2 |
| Boxhill |
3 |
| Caulfield |
11 |
| Clayton |
0 |
| Collins |
1 |
| Gippsland |
5 |
| MMCC |
0 |
| Peninsula |
4 |
| VCP |
1 |
|
| Super Service & Key Performance Indicator |
Results |
Frequency to be reported |
Measured by |
| IT Support for Students |
The provision of a range of IT services which support students in their learning and teaching environments |
|
In 90% of attempts, a non-customised,
main portal page loads within 8 seconds following a request from
an automatic agent (PC) located on a nominated campus.
|
99.81% |
Quarterly |
Portal graph
The automated loading of a web page is used to collect the load time data
|
| On a six-monthly basis,
ITS will publish Service Desk statistics including: the number of
requests received from students (by Faculty); the number of
requests resolved on the spot (target 30%); the number of requests
resolved within 5 working days (target 95%) |
Total Calls:
1502 |
% Resolved on the Spot |
% Resolved within 5 Working Days |
| Overall |
85% |
97% |
| Faculty |
| Art & Design |
24 |
88 |
96 |
| Arts |
218 |
83 |
98 |
| Bus Eco |
350 |
85 |
96 |
| Education |
113 |
87 |
98 |
| Engineering |
62 |
63 |
92 |
| FIT |
182 |
87 |
98 |
| Law |
56 |
84 |
95 |
| Medicine |
80 |
71 |
96 |
| Pharmacy |
7 |
71 |
86 |
| Science |
60 |
82 |
92 |
|
Six-Monthly |
Student Calls
Reported from call logging
system (HEAT). Additional Details
|
| The Student email service is
available during 99% of supported hours |
Supported Hours |
24 Hrs |
Quarterly |
Student Email
The automated collection of data from key processes
|
| 100% |
100% |
| The Intranet Portal
(my.Monash) service
is available during 98% of supported hours |
99.93% |
Quarterly |
Portal graph
The automated loading of a web page is
used to collect the availability data.
|
| The Monash provided internet access
service is available during 99% of supported hours |
100% |
Quarterly |
Supported hours
24Hrs
Additional details and historic
information
|
| Compliance with security processes found
in the IT Security Policy and framework, AS 4444, and ISO 17799. |
External
Audit Completed (Sept03) |
Annually |
Measured by an annual external
audit
Rating scale explanation
Rating table
Executive Summary report
|
| The servers supporting
student laboratory workstations are available during 99% of
supported hours. |
Supported Hours |
24 Hrs |
Quarterly |
Supported hours & 24 hrs
Currently compiled and
calculated manually from statistics gathered from specific servers
supporting the student lab environment.
Additional details
|
| 100% |
99.89% |
|
| Super Service & Key Performance Indicator |
Results |
Frequency to be reported |
Measured by |
| ITS will report annually on discussions,
with members of the Committee of Associate Deans Research, that
are designed to assess the future needs and satisfaction with research
computing services (e.g. storage, backups, ftp, software, access
and advice) provided by Monash. |
Reporting method not yet finalised |
Quarterly |
Discussions and engagement with Research
community to determine IT requirements undertaken through the ITSP
process and ITS staff attendance at the Research forum. Report not
yet available. |
|
| Super Service & Key Performance Indicator |
Results |
Frequency to be reported |
Measured by |
|
The provision of facilities and support for Video conferencing activities. |
| ITS will regularly publish
statistics including the number of videoconference sessions held
supported by ITS staff, sessions affected by service issues such
as equipment failure and customer satisfaction with the service. |
92 Sessions |
Quarterly |
Sessions
& Attendance
Problems
& Complaints
Currently compiled and
calculated manually from statistics gathered from video
conferencing bookings and customer feedback.
|
| Sessions attended by VC Staff (
73%) |
| 0 Session with equipment failure
|
| 0 Customer complaints received |
|
| Super Service & Key Performance Indicator |
Results |
Frequency to be reported |
Measured by |
|
The provision of a range of University-wide IT services which support staff and authorised users in the delivery of their University duties. |
| The web hosting service is available during 98% of supported hours. |
Supported hours |
24 Hrs |
Quarterly |
Supported hours
|
| 99.99% |
99.99% |
The Monash provided internet access
service is available during 99% of supported hours |
100% |
Quarterly |
Additional details and historic
information
|
| In 90% of attempts, a non-customised,
main portal page loads within 8 seconds following a request from
an automatic agent (PC) located on a nominated campus. |
99.69% |
Quarterly |
Portal graph
The automated loading of a web page is used to collect the
load time data
|
| The servers supporting staff computer workstations are available during 99% of supported hours |
Supported hours |
24 Hrs |
Quarterly |
Supported hours & 24 hrs
Currently compiled and
calculated manually from statistics gathered from the specific
servers supporting the staff environment.
Additional details
|
| 99.86% |
99.75% |
On a six-monthly basis, ITS will publish Service Desk statistics including: the number of requests received from staff (by Faculty); the number of requests resolved within 2 working days (target 50%); the number of requests resolved within 5 working days (target 80%)
Requests from faculty staff will generally be more complex issues which have been referred by Faculty IT support staff, and hence will take longer to resolve than most student enquires. |
Total Calls:
2288 |
% Resolved within 2 Working Days |
%
Resolved within 5 Working Days |
| Overall |
79% |
85% |
| Faculty |
| Art & Design |
26 |
92 |
96 |
| Arts |
154 |
88 |
92 |
| Bus Eco |
237 |
88 |
90 |
| Education |
65 |
85 |
85 |
| Engineering |
69 |
77 |
91 |
| FIT |
112 |
87 |
90 |
| Law |
40 |
90 |
98 |
| Medicine |
282 |
84 |
89 |
| Pharmacy |
24 |
88 |
88 |
| Science |
74 |
86 |
89 |
|
Six-monthly |
Staff Calls
Reported from call logging
system (HEAT). Additional details
|
The Intranet Portal (my.Monash) service is available during 98% of supported hours. |
99.13% |
Quarterly |
Portal graph
The automated loading of a web page used to collect
response data is also used to determine availability
|
The Monash Directory Service (MDS) is available during 99% of supported hours |
Supported hours |
24 Hrs |
Quarterly |
Directory graph
The automated collection of data from
key processes.
|
| 100% |
100% |
The Staff email service is available during 99% of supported hours |
Supported hours |
24 Hrs |
Quarterly |
Staff Email
The
automated collection of data from key processes
|
| 100% |
99.98% |
Compliance with security processes found in the IT Security Policy and framework, AS 4444, and ISO 17799. |
External Audit Completed
(Sept) |
Annually |
Measured by an annual external
audit
Rating scale explanation
Rating table
Executive Summary report
|
|
| Super Service & Key Performance
Indicator |
Results |
Frequency to be reported |
Measured by |
|
Provide telephony services including fixed telephone services, voicemail, mobile phone services and the University switchboard. |
The fixed telephone service is available during 99% of supported hours |
Supported hours |
24 Hrs |
Quarterly |
Supported hours & 24 hrs
Calls logged to the ITS call tracking
system (HEAT)
Additional details
|
| 100% |
100% |
|
| Super Service & Key Performance Indicator |
Results |
Frequency to be reported |
Measured by |
|
The provision of, and support for, educational technology equipment in centrally-funded teaching spaces, including tele-teaching. |
| On a six-monthly basis, ITS will publish statistics including the total number of lectures attended by ITS staff, lectures affected by service issues such as equipment failure, and the number of complaints. |
188 Lectures (Syllabus+) |
Six-Monthly |
Sessions & Attendance
Problems
& Complaints
Currently compiled and
calculated manually from statistics gathered from video
conferencing bookings and customer feedback.
|
| 155 Lectures attended in person by TFSU staff ( 81%) |
| 1 Lectures affected by Ed Tech equipment issues |
| 1 Academic complaints |
| 53 Separate instances of portable Ed Tech equipment being provided to tutorial and other teaching spaces. |
296 Instances of supplying & Supporting non-teaching
(conferences, seminars etc.) |
|
| Super Service & Key Performance
Indicator |
Results |
Frequency to be reported |
Measured by |
|
The provision of University-wide computer applications to directly support Faculties in administrative, teaching and other activities. The service includes the provision of WebCT and CUPID. |
The Learning Management (WebCT) service is available during 98% of supported hours. |
Availability
100% |
Quarterly |
WebCT graph
The
automated loading of a web page is used to collect the
availability data. Additional information
|
Responsiveness
(page load within 8 seconds)
100% |
|
