| 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 - 99.80%
- 24 Hours - 99.83%
|
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 |
|
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: 1,610 |
% Resolved on the Spot |
% Resolved within 5 Working Days |
| Overall |
63% |
96% |
| Faculty |
| Art & Design |
20 |
60 |
90 |
| Arts |
223 |
63 |
95 |
| Bus Eco |
555 |
67 |
97 |
| Education |
71 |
61 |
97 |
| Engineering |
100 |
46 |
96 |
| FIT |
133 |
38 |
89 |
| Law |
116 |
79 |
97 |
| Medicine |
139 |
55 |
96 |
| Pharmacy |
11 |
45 |
91 |
| Science |
50 |
70 |
94 |
|
Six-Monthly |
Student Calls
Reported from call logging system (HEAT). Additional Details
|
| 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 - 99.84%
- 24 hours - 99.93%
|
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 |
|
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 |
|
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 - 182
Attended - ? |
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: 4,255 |
% Resolved within 2 Working Days |
% Resolved within 5 Working Days |
| Overall |
79% |
86% |
| Faculty |
| Art & Design |
35 |
80 |
89 |
| Arts |
202 |
81 |
85 |
| Bus Eco |
289 |
83 |
89 |
| Education |
92 |
87 |
93 |
| Engineering |
121 |
84 |
88 |
| FIT |
81 |
78 |
85 |
| Law |
31 |
90 |
94 |
| Medicine |
507 |
85 |
89 |
| Pharmacy |
39 |
95 |
95 |
| Science |
121 |
80 |
89 |
|
Six-monthly |
Staff Calls
Reported from call logging system (HEAT). Additional details |
| 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 |
|
Quarterly |
Supported hours
24Hrs
Additional details and historic information |
The Monash provided internet access service is available during 99% of supported hours |
|
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 |
|
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 |
0 |
| Berwick |
0 |
| Boxhill |
1 |
| Caulfield |
0 |
| Clayton |
0 |
| Collins |
1 |
| Gippsland |
2 |
| MMCC |
0 |
| Peninsula |
1 |
| VCP |
0 |
|
Six-Monthly |
Link Response
Additional details and historic information |
| 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 - 99.93%
- 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. |
|
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. |
|
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. |
|
Quarterly |
Supported hours |
