Key Performance Indicators
The following are details of Key Performance Indicators for services within the IT Services Division.Availability of Underpinning Infrastructure Services
| Availability of Network Core | Period | Metric |
|
Based on the comparison of time lost on selected links against total time available on these links - see further details |
Jan 2012 | 100% |
| Availability of Core Directory for Authentication (Indicates that users can login to basic services) | Period | Metric |
|
Availability of the University's core directory for user authentication - see further details |
Jan 2012 | 100% |
| University of Manchester Website - Homepage Availability | Period | Metric |
| Percentage of time (24x7) that the University of Manchester website home page (www.manchester.ac.uk) was available - see further details | Jan 2012 | 100% |
| University Exchange Service Availability | Period | Metric |
| Percentage of time (24x7) that the Exchange Service (for staff and PGR students) was available - see further details | Jan 2012 | 100% |
| Staff Email Service : Replaced by Exchange, June 2011 | Period | Metric |
| Percentage of time (24x7) that the Staff Email Service (for staff) was available - see further details | n/a | n/a |
| Calendar : replaced by Exchange , June 2011 | Period | Metric |
| Percentage of time (24x7) that the ICON calendar system (for staff) was available - see further details | n/a | n/a |
| Outlook Live Availability | Period | Metric |
| Percentage of time (24x7) that the Outlook Live email (for students) was available - see further details | Jan 2012 | 99.25% |
| ISIS Email : Replaced by Exchange, June 2011 | Period | Metric |
| Percentage of time (24x7) that the ISIS email system (primarily used by students) was available - see further details | n/a | n/a |
Availability of Enterprise Applications
| Livelink Availability (Document Management System) | Period | Metric |
|
Percentage of time (24x7) that Livelink system was available - see further details |
Jan 2012 | 100% |
| Oracle Financials Availability (Finance System) | Period | Metric |
|
Percentage of time (24x7) that the Oracle Financials system was available - see further details |
Jan 2012 | 100% |
| Campus Solutions Availability (Student System) | Period | Metric |
|
Percentage of time (24x7) that the Campus Solutions system was available - see further details |
Jan 2012 | 100% |
| Resourcelink Availability (HR/Payroll System) | Period | Metric |
|
Percentage of time (24x7) that the Resourcelink system was available - see further details |
Jan 2012 | 99.85% |
| T4 CMS Availability (Web Content Management System) | Period | Metric |
|
Percentage of time (24x7) that the T4 Content Management system was available - see further details |
Jan 2011 | 100% |
| Talis (Library System) | Period | Metric |
|
Percentage of time (24x7) that the Talis system was available - see further details |
Jan 2012 | 100% |
| Blackboard Availability (elearning System) | Period | Metric |
|
Percentage of time (24x7) that the Blackboard system was available - see further details |
Jan 2012 | 100% |
| Oracle CRM Availability (SPOT) | Period | Metric |
|
Percentage of time (24x7) that the Oracle CRM system was available - see further details |
Jan 2012 |
100% |
Performance Metrics
| Average Login time for Staff Desktop | Period | Metric |
| An average of login time for Staff Desktop - see further details | Jan 2012 |
103 seconds |
| Average Login time within Student clusters | Period | Metric |
|
An average of login time for students across PC clusters - see further details |
Jan 2012 |
50 seconds |
|
Email Delivery: Function replaced by Exchange, June 2011 |
Period | Metric |
|
Time taken for local email delivery to the Staff Email Service and ISIS systems from a machine on the campus network, as a percentage of emails delivered in less than a minute - see further details |
n/a | n/a |
| Spam Control (Greylisting) | Period | Metric |
|
Amount of spam email being rejected by greylisting - see further details |
Jan 2012 | 31.1% |
| Number of Service Desk Calls | Period | Metric |
|
Total number of central service desk calls |
Jan 2011 |
5148 |
| Calls closed first time | Period | Metric |
|
Percentage of service desk calls closed on first contact |
Jan 2012 | 35.21% |
|
Time to install a network point |
Period | Metric |
|
Average time taken to install a network point from request to completion - see further details |
Jan 2012 | n/a |
|
IT Training Course Attendance |
Period | Metric |
|
Total number of staff and students attending IT Services run/administered courses see further details |
Jan 2012 |
115 |