Provide High-Quality And Resources To Maintain Highly Reliable Services To Campus
Infrastructure and Support Services will utilize work order surveys to evaluate the clients perception of the duration to complete the service request.
Objective
Provide Adequate Internet Bandwidth To Campus Community
Infrastructure and Support Services will monitor and provide adequate internet bandwidth to campus community so that core functions can be performed.
KPI
Track Internet Availability
Track the intenet bandwidth uses to the campus community to determine campus bandwidth demands. Bandwidth utilization is targeted under 75% of available bandwidth during peak hours of 8am to 9pm.
Result
Internet Availability
The measured KPI of internet bandwidth availability during peak hours was determined to be at 78% of the 1Gig of bandwidth that we currently have. This value failed to meet the goal of 75%. IT@Sam is reviewing results that fell below the satisfied level to determine the cost of additional bandwidth.
Action
Assess Internet Bandwidth To Campus
IT@SAM Infrastructure and Support Services will evaluate bandwidth rates identify the amount of additional bandwidth that is needed to support campus needs.
Objective
Provide Reliable Internet Connectivity To Campus
Infrastructure and Support Services will provide internet services to campus that is reliable and available.
KPI
Internet Total Service Uptimes
Track the internet connectivity available to campus and target a 99.9% uptime
Result
Internet Total Service Uptimes
The measured KPI of internet total service uptime and has determined it to be at 99.99% uptime to include scheduled and unscheduled outages. This exceeds our goal of 99.9% percentage uptime.
Action
Assess Internet Service Uptime
IT@Sam Infrastructure and Support Services will assess internet services to provide expected level of uninterrupted service to our clients and appropriately communicate service interruptions.
Objective
Provide Core Services To Campus Community
Infrastructure and Support Services will provide core services to include email, web, print and file services to campus that is reliable and available.
KPI
Core Services To Campus Community
Track email, main website, print and file services and target a 99.9% uptime.
Result
Track Core Services To Campus Community
Core Non-ERP service total downtime and % uptime
Email – 82 minutes down 99.9844% uptime File Services – 479 minutes down 99.9089% uptime Printing – 45 minutes down 99.9914% uptime Main SHSU Website – 671 minutes down* 99.8724% uptime
Core Non-ERP service unplanned downtime and % uptime
Email – 49 minutes down 99.9907% uptime File Services – 11 minutes down 99.9979% uptime Printing – 15 minutes down 99.9971% uptime Main SHSU Website – 618 minutes down* 99.8825% uptime
*For much of this downtime a cached version of much of the website was available.
Action
Assess Core Services Availability To Campus
IT@Sam will assess core servers services to provide expected level of uninterrupted service to our clients and appropriately communicate service interruptions.
Goal
Provide Service Delivery Within ISS To Be Timely And Efficient
Infrastructure and Support Services will utilize the work order survey to evaluate the clients perception of duration to complet the service request.
Objective
Provide Service Delivery That Is Timely And Efficient
Infrastructure and Support Services will utilize the work order survey to evaluate the clients perception of the duration to complete service requests.
KPI
Client Perception Of Time To Complete Service Request
Client Perception to time to complete service request >= 4 out of 5
Result
Satisfaction With Time To Complete Services Request
IT@Sam ISS measured KPI of satisfaction with time to complete a service request was determined to be 4.92 of the 623 responses received. this falue meet the goal of greater than 4. IT@Sam ISS is reviewing the resultes that fell below the satisfied level to determin areas for improvement for FY14
Action
Assess Client Perception Of Time To Complete Service Request
IT@Sam ISS will evaluate response rates regarding time to completion by clients such as faculty, staff, and students. ISS will evalusate current project, incidnets, and request procedures to determine opportunities for improving this KPI, ans will establish service level agreements for the services that we provide.
Objective
Provide Service Delivery That Will Be Perceived To Have Kept The Client Informed
Infrastructure and Support Services will utilize the work order surveys to evaluate the client's perceptions of how well Infrastructure and Support Services kept them informed of request status.
KPI
Client Perception Of The Level Of Communication Received
ISS will monitor the client perception of the level of communication received in the completion of the service request as reported on the Client Satisfacion survey
Result
Satisfaction With Level Of Communication Received
IT@Sam ISS measured KPI of satisfaction with level of communication received for service requests was determined to be 4.85 of the 623 responses received. this falue meet the goal of greater than 4. IT@Sam ISS is reviewing the resultes that fell below the satisfied level to determine areas for improvement for FY14
Action
Assess Client Perspective Of Adequate Communication With IT@Sam ISS
IT@Sam ISS will evaluate response rates regarding perceptions of adequate communication by clients. ISS will evaluate current communication guidelines in relation to responses and will modify communication guidelines as neede to improve perceptions.
Goal
Provide Professional Development Opportunities For Staff
Provide time and funding for staff to attend professional development training/conferences.
Objective
Provide Professional Development Opportunities To Infrastructure And Support Services Staff
Infrastructure and Support Services will allocate funding and time for staff to participate in professional development activities.
KPI
Track Professional Development
Track Professional development opportunities offered to the different area's within ISS, to improve ISS operations.
Result
Professional Development Offered To Staff
IT@Sam ISS measured the professional development/training opportunities that staff participated in to improve ISS operations. Each area had participated in some training/event.
Admin - 75% of administrative staff participated in some professional development whether it was outside training, Chick-fil-a Leadercast, or Staff Council Professional Development day.
System - 100% of system staff participated in some professional development which include TLETs Security training, Data Center training, outside courses for specific to job duties, Chick-fil-a Leadercast, or Staff Council Professional Development.
Security - 100% of security staff participated in some professional developmentwhich include TLETs Security training, Data Center training, outside courses/conferences specific to job duties, Chick-fil-a Leadercast, or Staff Council Professional Development.
Networking - 100% of networking staff participated in some professional developmentwhich include TLETs Security training, Data Center training, outside courses/conferences specific to job duties.
Action
Assess Professional Development For Staff
IT@Sam ISS will evaluate professional development and encourage all staff to participate in a minimum of 8 hours of professional development either though opportunities on campus or external opportunities.
Goal
Analyze Opportunities To Increase Campus Efficiency
Infrastructure and Support Services will continuously analyze processes to increas campus efficiency.
Objective
Streamline IT Procurement Process
Analyze and review IT Procurement processes to increase campus efficiency in operations.
KPI
Evaluate Procurement Processes To Establish Service Level Agreements For FY14
Streamline processes and establish Service Level Agreements with campus communitiy as to the average number of days to have technology purchase processed through IT@Sam
Result
Streamline Purchasing Process
IT@Sam has streamlined the purchasing process where we have changed our process so that IT@Sam acquires the quotes and coded the purchase for the individual department. The department is then responsible for creating the requisition which then goes through Banner processes for approvals and encumberance of funds. This has allowed us to acquire quotes and code purchase for the department within a 72 hour period on average.
Action
Assess Procuremtne Process
IT@Sam Technology Procurement will evaluate service level agreement review to provide a richer service level to clients so they will understand expectation of technology purchases.