IT@Sam should deliver support services to campus that meet faculty/staff/student expectations of usefull, dependable and efficient support.
Objective
Service Delivery Will Be Perceived To Be Timely And Efficient
IT@Sam will utilize work order surveys to evaluate the clients perception of the duration to complete the service request
KPI
Client Perception Of Time To Complete Service Request
IT@Sam work order survey will be delivered to the client upon completion of the request. The client will be permitted to rank their perception of the completion of the work order within a reasonable time. Available responses are "very Dissatisfied, Dissatisfied, neutral, satisfied, Very Satisfied." A 95% satisfaction rating is targeted.
Result
Satisfaction With Time To Complete Service Request
The measured KPI of satisfaction with time to complete a service request was determined to be 92% of the 3680 responses received. This value failed to meet the goal of 95%. IT@Sam is reviewing results that fell below the satisfied level to determine areas for improvement for FY13.
Action
Assess Client Perception Of Time To Complete Service Request
Information Technology Services will evaluate response rates regarding time to completion by constituent groups such as faculty, staff, and student. Information Technology Services will evaluate current project, incident, and request procedures to determine opportunities for improving this KPI, and will include additional indicators and criteria to provide a richer picture of customer satisfaction.
Objective
Service Delivery Will Be Perceived To Have Kept The Client Informed
IT@Sam will utilize work order surveys to evaluate the clients' perceptions of how well IT@Sam kept them informed of request status.
KPI
Client Perception Of Adequate Communication With IT@Sam
IT@Sam work order survey will be delivered to the client upon completion of the request. The client will be permitted to rank their perception of how well they were kept informed of status during the interaction. Available responses are "very Dissatisfied, Dissatisfied, neutral, satisfied, Very Satisfied." A 95% satisfaction rating is targeted.
Result
Satisfaction With Communication Of Service Request Status
The measured KPI of satisfaction with status updates on service requests was determined to be 95% of the 3680 responses received. This value achieved the target goal of 95%. IT@Sam is reviewing results that fell below the satisfied level to determine areas for improvement for FY13 and to determine how to improve on this rating.
Action
Assess Client Perception Of Adequate Communication With IT@Sam
Information Technology Services will evaluate response rates regarding perceptions of adequate communication by constituent groups such as faculty, staff, and student. Information Technology Services will evaluate current communication guidelines in relation to responses, and will modify communication guidelines as needed to improve perceptions.
Objective
Service Delivery Will Be Perceived To Be Provided By Qualified Staff
IT@Sam will utilize work order surveys to evaluate the clients' perceptions of the technical qualifications of the staff member assisting with their requests.
KPI
Client Perception Of Technical Qualifications Of IT@Sam Staff
IT@Sam work order survey will be delivered to the client upon completion of the request. The client will be permitted to rank their perception of the technical competency of the IT@Sam representative. Available responses are "very Dissatisfied, Dissatisfied, neutral, satisfied, Very Satisfied." A 97% satisfaction rating is targeted.
Result
Satisfaction With Technical Qualification Of IT Staff
The measured KPI of satisfaction with the technical qualification of IT staff was determined to be 95% of the 3680 responses received. This value failed to meet the goal of 97%. IT@Sam is reviewing results that fell below the satisfied level to determine areas for improvement for FY13.
Action
Assess Client Perception Of Technical Qualifications Of IT@Sam Staff
Information Technology Services will evaluate response rates regarding perceived technical qualifications. Information Technology Services will adjust future staff development plans to improve customer satisfaction.
Objective
Service Delivery Will Be Perceived As A Good Experience For The Client
IT@Sam will utilize work order surveys to evaluate the clients overall perception of working with IT@Sam to resolve the request.
KPI
Client Overall Perception Of Experience Resolving Service Request To IT@Sam
IT@Sam work order survey will be delivered to the client upon completion of the request. The client will be permitted to rank their perception of overall service request experience. Available responses are "very Dissatisfied, Dissatisfied, neutral, satisfied, Very Satisfied." A 95% satisfaction rating is targeted.
Result
Satisfaction With Overall IT Experience
The measured KPI of satisfaction with the overall service request experience with IT was determined to be 97% of the 3680 responses received. This value exceeded the goal of 95%. IT@Sam is reviewing results that fell below the satisfied level to determine areas for improvement for FY13 and to determine how to improve or sustain this rating.
Action
Assess Client Overall Perception Of Experience Resolving Service Request To IT@Sam
Information Technology Services will evaluate response rates regarding overall satisfaction by constituent groups such as faculty, staff, and student. Information Technology Services will make adjustments to service delivery methodology in order to improve customer satisfaction.
Goal
Provide Reliable Mission Critical Resources To Campus
IT@Sam will provide resources and services necessary to ensure the campus mission critical services are reliably available to campus.
Objective
Provide Services And Resources To Achieve A Highly Reliable Campus Enterprise Resource Planning (ERP) System
IT@Sam will provide services and resources to facilitate the reliable availability of the campus ERP system.
KPI
Track ERP Availability To Campus
Track the availability of the campus ERP system during hours of expected operation to determine reliable and unreliable system availability. Annual availability is targeted to be 99.99%.
Result
Planned ERP Uptime
The ERP uptime accounting for planned downtime was 99.97%. This failed to meet the target value of 99.99% Outages are being reviewed to identify areas for improvement.
Result
Total ERP Uptime (FYI)
While not a direct measure of our KPI, the Total ERP uptime accounting for both planned and unplanned downtime was 99.01%.
Action
Assess ERP Availability To Campus
Information Technology Services will assess ERP system to provide expected level of uninterrupted service to our clients and provide appropriate communication about service interruptions.
Objective
Provide Services And Resources To Maintain Highly Reliable Core Server Services To Campus
IT@Sam will provide the services and resources to facilitate the reliable availability of the non-ERP core campus services.
KPI
Track Non-ERP Core Server Availability To Campus
Track the availability of the non-ERP core campus servers during hours of expected operation to determine reliable and unreliable server availability to determine reliable and unreliable server availability. Annual availability is targeted to be 99.9%
Result
Total Non-ERP Core Server Availability
Availability of non-ERP core servers was 99.947% which exceeded the goal of 99.9%
Core servers are email, file servers, web server and SHSU hosted LMS.
Action
Assess Non-ERP Core Server Availability To Campus
Information Technology Services will assess core server services to provide expected level of uninterrupted service to our clients and appropriately communicate service interruptions.