ITS Key Performance Indicators - July 2009

This service is the provision of a set of applications which manage information about courses, units and enrolment in order to facilitate both the publication of this information (including the student handbook) and course approval process.

The applications within this service include Course and Unit Publication and Information Database (CUPID), Course Finder and the Web Enrolment System (WES).

This service is the provision of a comprehensive system for managing the University's financial information.

This service is the provision of a comprehensive system for managing the University's human resources information.

This service is the provision of a system for planning and monitoring student admission and enrolment load.

This service is the provision of a comprehensive system for managing student information.

This service is the provision of a set of systems that allow the ad hoc creation and scheduling of academic and non-academic room bookings and the ability for students to allocate themselves to class related bookings and the web publishing of all required room bookings.

The applications within this service include; Syllabus+, Allocate+ and the Monash University Timetabling System (MUTTS).

This service is the provision of infrastructure and services to host and maintain Monash University websites and the websites of faculties, divisions and affiliate organisations.

This service includes the provision of web hosting and administration, content management services, usability and accesibility services.

This service is the provision of advance routing, traffic monitoring and reporting call centre type phone system that tracks and receives calls and takes messages, and can handle multiple work flows.

This service is the provision of a fixed data network which allows authorised students, staff and guests to connect to the Monash University network and Internet.

99.95%

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100%

99.73%

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100%

This service is the provision of high speed, authenticated internet services via AARNet.

This service is the provision of mobile telephone services including telephone purchasing and billing.

This service is the provision of non-standard telephone services, voicemail and the Monash University switchboard.

This service is the provision of free-to-air television via the Monash University fixed data network. This service includes Melbourne stations ABC, 7, 9, 10 and SBS as well select overseas channels.

This service is the provision of a wireless network which allows students, staff, conference delegates and guests to connect to the Monash University network and Internet.

This service is the provision of educational technology equipment and support in centrally funded teaching spaces.

This service is the provision of general access student computing laboratory.

This service is the provision of a system for the Centre for Higher Education (CHEQ) to:

• build, publish and execute a range of surveys via the Internet
• populate the repository of survey results
• report and publish survey outcomes both within and outside the University.

This service is the provision of a system for managing the administration of off-campus learning activities.

This service is the provision of direct support, information and training services provided by the ITS Division. This service includes:

• a multi-channel service desk
• the publication of support material
• a web support channel
• training resources and facilities
• the on-line service includes publications, support material and training resources.

86%

98%

80%

98%

This service is the provision of an online environment which facilitates and supports the management of online learning and teaching activities.

The my.monash portal provides personalised and customisable online access to learning, teaching, research, administrative and community resources to members of the Monash community.

99.95%

0.62 seconds

99.74%

0.55 seconds

This service is the provision of:

• development of standard operating environments (SOE) for university student laboratory computer workstations
• a standard set of IT services to the student laboratory computer workstations
• UNIX and database technical support for teaching applications
• a server (yoyo) to encourage self-education in the areas of computer programming, web development and system administration.

This service is the provision of a standard messaging service including email and news for students.

This service is the provision of a standard printing environment and print services for university student laboratory computer workstations including procurement of such systems.

This service provides large data storage facilities to store, backup, archive, share and transfer large research datasets to meet the needs of Monash researchers.

This service provides high performance computing facilities and support for researchers including a variety of grid middleware capabilities in support of computational research collaboration.

This service is the provision of maintenance and development of applications which manage information about the University's research activities in order to facilitate timely and accurate research managment processes.

The applications within this service include, but are not limited to, ResearchMaster, Total Access Research Data Information System (TARDIS) and Researchers' Online Projects Enquiry System (ROPES).

This service is the provision of direct information, support and training for services provided by the ITS Division. This service includes:

• second level IT support for staff via a multi-channel service desk for issues referred on by faculty IT support staff.
• the publication of support and information materials.
• a web supported channel.
• training resources and desktop support facilities.

80%

87%

78.71%

86.43%

This service is the provision of basic PC videoconferencing which allows staff, University collaborators, partners and guests to connect with each other via the recommended software over the internet.

This service is the provision of development and distribution of a standard operating environment (SOE) for University staff computer workstations.

This service is the provision of a standard messaging system including email, a scheduling system, news and discussion groups for staff.

This service is the provision of:

• printer configuration services for networked printers
• servers and software required to allow workstations to print to networked printers
• mechanisms which allow support staff to monitor printer operations
• provision of facilities which account for printer usage
• optionally an allowance for the originating user to be charged.

This service is the provision and support of videoconferencing equipment in the central videoconferencing suites, portable videoconferencing equipment and video teaching equipment in centrally supported teaching spaces.