Sunway Campus > ITS > Staff > Key Performance Indicators > February 2008

ITS Key Performance Indicators - February 2008

Published : 26 February 2008

Quick links to Super Services:

     1. IT support for students
     2. Staff IT work environment
     3. Network support
     4. Telephone services
     5. Provide Administrative Support for Staff

IT Support for students

Service Components & Key Performance Indicator	KPI Results	Frequency to be reported	Graph and supporting documents
Provide student desktop computing environment
The servers supporting computer laboratory workstations are available during 100% of supported hours.	Supported hours – 100%	Monthly	Currently compiled and calculated manually from statistics gathered from specific servers supporting the student lab environment.
Provide printing facility for students
The printing facility supporting computer laboratory workstations are available during 100% of supported hours.	Supported hours – 100% * Service uptime is calculated based on hardware failures only.	Monthly	Currently compiled and calculated manually from statistics gathered from specific printers and MFP’s supporting the student lab environment.
Provide IT support for students
On a quarterly basis, ITS will publish Service Desk statistics including: the number of requests received from students.	Total calls : 444 service requests	Monthly	Currently compiled and calculated manually from Service Desk Online. Online reports are not available for Malaysian campus at the moment. Additional details (Pdf, 48Kb)

Staff IT Work Environment

Service Components & Key Performance Indicator	KPI Results	Frequency to be reported	Graph and supporting documents
Provide staff desktop computing environment
The servers supporting staff computer workstations are available during 100% of supported hours	Supported hours – 100%	Monthly	Currently compiled and calculated manually from statistics gathered from specific servers supporting staff computer workstations.
Provide printing facility for staff
The printing facility supporting staff computer workstations are available during 100% of supported hours.	Supported hours – 100% * Service uptime is calculated based on hardware failures only.		Currently compiled and calculated manually from statistics gathered from specific printers and MFP’s supporting the student lab environment.
Provide messaging services for staff
The Staff email service is available during 100% of supported hours	Supported hours – 100% 24 hours – 100%	Monthly	Currently compiled and calculated manually from statistics gathered from the specific servers supporting this service.
Provide Video Conference service to staff
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 via a survey.	Supported hours – 100%	Monthly	Currently compiled and calculated manually from our online Video Conference Booking System. Additional details (pdf, 35.6 Kb)
Provide IT support for staff
On a quarterly basis, ITS will publish Service Desk statistics including: the number of requests received from staff.	Total calls : 249 service requests (Support) Total calls : 225 service requests (Service Desk)	Monthly	Currently compiled and calculated manually from Service Desk Online. Online reports are not available for Malaysian campus at the moment. Additional details (pdf, 23.6 Kb) Additional details (pdf, 48.9Kb)

Network support

Service Components & Key Performance Indicator

KPI Results

Frequency to be reported

Graph and supporting documents

Provide data network services

The fixed data network service is available during 100% of supported hours.

Supported hours – 100%

Monthly

Currently compiled and calculated manually from Network Analyzer tool.

The internet access service is available during 100% of supported hours

Supported hours – 100%

Monthly

Currently compiled and calculated manually from Network Analyzer tool.

Additional details (pdf, 23.9 Kb)

On a quarterly basis, ITS will report on the response times of the network, during supported hours, as measured by a PC located at each building connecting to the datacenter.

Building	Response Time
Building 2	< 1ms
Building 6	< 1ms
Building 5	< 1ms
Building 6	< 1ms
Building 7	< 1ms
Building 9	< 1ms

* Unit of measure is milli-seconds

Monthly

Currently compiled and calculated manually from Network Analyzer tool.

Additional details (pdf, 88.6 Kb)

Telephone services

Service Components & Key Performance Indicator	KPI Results	Frequency to be reported	Graph and supporting documents
Provide telephone services
The fixed telephone service is available during 100% of supported hours	Supported hours – 100%	Monthly	Currently compiled and calculated manually from Call Billing System. Additional details (Pdf, 139Kb)
The IP telephone service is available during 100% of supported hours. This is still in pilot roll out stage.	Supported hours – 100%	Monthly

Provide Administrative Support for Staff

Service Components & Key Performance Indicator	KPI Results	Frequency to be reported	Graph and supporting documents
Provide administrative services
On a monthly basis, ITS publish IT related purchase request from Schools and Depts	Total request: 36	Monthly	Currently compiled and calculated manually using data obtained from Ariba purchasing system and forms received. Additional details (pdf, 171Kb)
On a monthly basis, ITS publish total IT requisition forms received from Schools and Depts	Total request: 97	Monthly

If you have any further inquiries, please do contact us at : Telephone Extension : 46200 or E-mail : servicedesk@monash.edu.my