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ITS Key Performance Indicators - July 2006

Published : 05 February 2009

Quick links to Super Services:

  1. IT Support for Students
  2. Staff IT Work Environment
  3. Centrally Programmed Space
  4. IT Support for Research
  5. Network Support
  6. Telephone Services
  7. University Applications - For Faculties
  8. Security

IT Support for Students

Service Components & Key Performance Indicators KPI Results Frequency to be reported Graphs and supporting documents
Provide student desktop computing environment
The servers supporting student laboratory workstations are available during 99% of supported hours.
  • Supported Hours - 99.99%
  • 24 Hours - 99.99%
 Quarterly Supported hours & 24 hrs

Currently compiled and calculated manually from statistics gathered from specific servers supporting the student lab environment. 

Additional details
Provide student messaging
The Student email service is available during 99% of supported hours
  • Supported Hours - 99.72%
  • 24 Hours - 98.76%
Quarterly Student Email

The automated collection of data from key processes 
Provide IT support and training
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: 1,787 % Resolved on the Spot % Resolved within 5 Working Days
Overall 76% 96%
Faculty
Art & Design 14 100 100
Arts 304 78 96
Bus Eco 478 82 96
Education 124 65 92
Engineering 137 85 96
FIT 173 69 95
Law 123 77 98
Medicine 164 66 96
Pharmacy 14 79 93
Science 112 73 97
Six-Monthly Student Calls

Reported from call logging system (HEAT). Additional Details

Staff IT Work Environment

Service Components & Key Performance Indicators KPI Results Frequency to be reported Graphs and supporting documents
Provide staff desktop computing environment
The servers supporting staff computer workstations are available during 99% of supported hours
  • Supported hours - 99.08%
  • 24 hours - 99.92%
Quarterly Supported hours & 24 hrs

Currently compiled and calculated manually from statistics gathered from the specific servers supporting the staff environment. Additional details
The Monash Directory Service (MDS) is available during 99% of supported hours
  • Supported hours - 100%
  • 24 hours - 100%
Quarterly Directory graph

The automated collection of data from key processes.
Provide messaging and scheduling services for staff
The Staff email service is available during 99% of supported hours
  • Supported hours - 99.72%
  • 24 hours - 98.76%
Quarterly Staff Email

The automated collection of data from key processes
Provide video conference services
ITS will regularly publish statistics including the number of video conference sessions held supported by ITS staff, sessions affected by service issues such as equipment failure and customer satisfaction with the service.
  • Sessions - 91
  • Sessions attended by VC Staff - 77
  • Session with equipment failure - 0
  • Customer complaints received - 0
Quarterly Sessions & Attendance

Currently compiled and calculated manually from statistics gathered from video conferencing bookings and customer feedback.
Provide information technology support and training for staff
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: 3,332 % Resolved within 2 Working Days % Resolved within 5 Working Days
Overall 81% 87%
Faculty
Art & Design 22 91 91
Arts 193 92 96
Bus Eco 198 89 92
Education 79 95 97
Engineering 106 79 86
FIT 145 85 87
Law 33 91 97
Medicine 472 88 93
Pharmacy 19 95 95
Science 90 93 96
Six-monthly

Staff Calls

Reported from call logging system (HEAT). Additional details

Service Desk Heat Reports (restricted access)

Provide Centrally Programmed Space

Service Components & Key Performance Indicators KPI Results Frequency to be reported Graphs and supporting documents
Provide teaching space IT equipment upgrade and support
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.
403 Lectures (Syllabus+) -
358 (89%) Lectures attended in person by TFSU staff -
0 Lectures affected by Ed Tech equipment issues
0 Academic complaints
31 Separate instances of portable Ed Tech equipment being provided to tutorial and other teaching spaces
639 Instances of supplying & Supporting non-teaching  (conferences, seminars etc.)
Six-Monthly Sessions & Attendance
Problems & Complaints

Currently compiled and calculated manually from statistics gathered from video conferencing bookings and customer feedback.

IT Support for Research

Service Components & Key Performance Indicators KPI Results Frequency to be reported Graphs and supporting documents
Provide research administration systems
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.

Provide Network Support

Service Components & Key Performance Indicators KPI Results Frequency to be reported Graphs and supporting documents
Provide data network services
The fixed data network service is available during 99% of supported hours

 99.98%

 Quarterly Supported hours

24Hrs

Additional details and historic information
The Monash provided internet access service is available during 99% of supported hours  99.97% 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)
Alfred 2
Berwick 1
Boxhill 0
Caulfield 2
Clayton 0
Collins 4
Gippsland 2
MMCC 0
Peninsula 0
VCP 4
Six-Monthly Link Response

Additional details and historic information

Provide Telephone Services

Service Components & Key Performance Indicators KPI Results Frequency to be reported Graphs and supporting documents
Provide telephone services
The fixed telephone service is available during 99% of supported hours
  • Supported hours - 100%
  • 24 Hrs - 100%
Quarterly Supported hours & 24 hrs

Calls logged to the ITS call tracking system (HEAT)

Additional details

University Applications - For Faculties

Service Components & Key Performance Indicators KPI Results Frequency to be reported Graphs and supporting documents
Develop and maintain a learning management system Monash University Studies Online (MUSO) - WebCT
The Learning Management (WebCT) service is available during 98% of supported hours.
  • Availability - 100 %
  • Responsiveness - (page load within 8 seconds) - 100%
Quarterly WebCT graph

The automated loading of a web page is used to collect the availability data.  Additional information

Develop and maintain a portal (my.monash)
The Intranet Portal (my.Monash) service is available during 98% of supported hours.
  • 99.91%
 Quarterly Portal graph

The automated loading of a web page used to collect response data is also used to determine availability  
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.
  • 98.48%
 Quarterly

Portal graph

The automated loading of a web page is used to collect the load time data
Provide web facilities and services
The web hosting service is available during 98% of supported hours.
  • Supported hours - 100%
  • 24 hours - 100%
Quarterly Supported hours

Security

Service Components & Key Performance Indicators KPI Results Frequency to be reported Graphs and supporting documents
Security
The fixed telephone service is available during 99% of supported hours

External Audit Completed (Sept03)

 Annually Measured by an annual external audit 

Rating scale explanation
Rating table

Executive Summary report