ISO Operational Key Performance Indicators

1
ISO Operational Key Performance Indicators
2
Ground Rules

• KPI status represents the Service Delivery
  Managers assessment of the service being
  delivered to customers.
• Status represents a subjective judgement, backed
  up by data.
• Process indicators are exemplars, not absolutes.
• If the customer group believe the service level
  is unacceptable, then IT IS!

3
Key
Description Availability and usage of Student
and Staff Portals Supporting dataCalls to the
helpdesk Login statistics provided by USD
monitoring systems
4
Staff and Student Portal
Description Availability and usage of Student
and Staff Portals Supporting dataCalls to the
helpdesk Login statistics provided by USD
monitoring systems
5
Email
Description Ability of staff and students to
send, receive and store their email on the
University network Supporting dataCalls to the
helpdeskStatistics provided by the Systems and
Telecom Teams monitoring systems
6
Network Login
Description Performance of login to the
University network using the Novell network
client Supporting dataCalls to the
helpdeskUsage statistics provided by Telecoms
monitoring systems
7
Lecture Theatres
Description Availability of services in Pooled
Space lecture theatres Supporting dataCalls to
the helpdesk
8
Helpdesk
Description Service availability of the
helpdesk Supporting dataResponse of helpdesk
technicians / helpdesk software availability /
resolution of reported incidents immediately /
resolution of reported incidents via 2nd level
support
9
Wireless
Description Number of users registered and
performance of wireless service Supporting
dataCalls to the helpdesk Data collected by
Mobile Computing
10
Broadband
Description Availability and performance of
broadband and free Ethernet in student
halls Supporting DataCalls to the
helpdeskUsage statistics provided by Telecoms
monitoring systems
11
Remote Access
Description Availability and performance of
Remote Access Supporting dataCalls to the
helpdeskLoading on Radius ServerUptime of
Radius Server
12
Student Printing
Description Printing speed, quality,
availability, hardware / NDPS stability for
students Supporting dataNumber of service
requests or hardware faults to the
helpdeskPrinter / NDPS systems downtime
13
Staff Printing
Description Printing availability, hardware /
NDPS stability for staff Supporting dataNumber
of service requests or hardware faults to the
helpdeskPrinter / NDPS systems downtime
14
Open Access
Description Availability of Open Access,
including student teaching labs Supporting
dataCalls to the helpdesk
15
Corporate Systems
Description Availability and performance of
Corporate Systems Supporting dataCalls to the
helpdeskStatistics provided by USD monitoring
systems
16
Status Legend
(cut/paste appropriate button for each update)
Complete
Improving but not yet reaching target Not yet
reaching target Worsening and not reaching
target
Improving but seriously behind
target Seriously behind target Worsening and
seriously behind target
Improving and consistent with target On
target Worsening but consistent with target