IT Services Performance Report
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1 UCD IT Services IT Services Performance Report January December 2014 Prepared by: UCD IT Services Date: January 2014 Seamus Shaw Chief Technology Officer
2 Contents Background 1 Service Availability Measures 2 Frequency of Service Interruption 4 Yearly Comparison 4 Individual Service Availability 7
3 Background We have a series of measures in place to monitor IT performance and service availability, in order to provide feedback on the value of investment and to quantify the improvements in levels of service. The first full year of statistics was published in January This report is our eleventh full year and contains 2014 results and key comparisons with previous years. The IT plan set targets for availability of services to be achieved over the period of time. These targets are based on standard industry measures of IT services i.e. uptime of any given service within its operational window. A set of 11 distinct IT services were measured on a weekly basis (12 hour daily window - 9am to 9pm, over a 5 day working week) in Any failure in a service is logged and the time interval to full recovery is recorded. This % availability of the service is averaged against a Quarterly availability target of In 2014 the list of Priority 1 services was revised to reflect the changing demands and IT priorities of the University; Remote Sites, Staff Printing and Student Printing were dropped as Priority 1 services. Wireless and UCD Website were added as Priority 1 Services, and Network was renamed as Campus Network and expanded to include Blackrock, in addition to Belfield. For the purposes of this report we have compared the 2014 statistics to the yearly statistics dating back to 2011 (where possible). Annual Service Levels 2011 and onwards The graph below shows the comparison from 2011 onwards over the full year Campus Network & Calendar Software Applications Elearning SIS Web UCD Website 1
4 Quarterly Service Availability The graph below shows the quarterly statistics for each service for The target for service availability is. During 2014 there was 1 breach in total. Service Availability by Quarter Q Q Q Q Summary of Quarterly Service Breaches UCD Website, Quarter 4. In October infrastructure issues were discovered at the hosting centres of the managed service providers for our UCD Website service. The Service Provider was unable to satisfactorily resolve these issues, and problems persisted resulting in a number of service interruptions through Quarter 4. UCD IT Services are transitioning this service to an alternative managed service provider. 2
5 Frequency of Service Interruption In addition to the monthly and quarterly availability measures, a count of service breaches on a weekly basis by service is also recorded i.e. any service which breached availability in a given week contributed to the count. This measure is used as an indicator of the frequency of interruption to services Count of Weekly Service Breaches (< availability) 30/12/ /01/ /01/ /02/ /02/ /03/ /03/ /04/ /04/ /05/ /05/ /06/ /06/ /06/ /07/ /07/ /08/ /08/ /09/ /09/ /10/ /10/ /11/ /11/ /12/ /12/2014 The total number of weekly service breaches for 2014 was 17 Annual Comparison of Weekly Breaches Number of breaches Total duration (Mins) Number of breaches Total duration (Mins) Number of breaches Total duration (Mins) Number of breaches Total duration (Mins) Campus Network UCD Connect & Calendar File Storage & Sharing Software Applications Internet Elearning InfoHub SIS Web Wireless UCD Website Other Services Total The comparison with 2013 shows downtime decreased by 38.4%, but that the number of breaches increased by 30.8%. 3
6 Overall Trends General Campus Network: UCD Connect: & Calendar: File Storage & Sharing: Software Applications: Internet: elearning: InfoHub: SIS Web: Wireless: UCD Website: Decrease in service breaches in 2014 over previous year. One Service breach in Quarter 4. This was caused by infrastructure issues at our managed service providers hosting facilities. 4
7 Annual Campus Network Availability Campus Network availability is one of the most significant factors in overall service performance. It measures the availability of the network between all buildings on the Belfield and Blackrock campuses. Total Annual Campus Network Downtime: 1323 Minutes in minutes in minutes in Minutes in Minutes in Minutes in Minutes in Minutes in Minutes in Minutes in Minutes in 2014 The annual availability level for 2014 was 99.94%. The graph below shows the monthly availability comparison for 2011 onwards. Network 2011 Network 2012 Network 2013 Campus Network % 98.50% 97.50% 96.50% 95.50% 5
8 Individual 4 Week Period Service Availability 2014 Detailed history for 2013 together with quarterly comparisons over the four year period 2010 to 2013 are provided on the following pages. Campus Network UCD Connect & Calendar File Storage & Sharing Software Applications Internet 6
9 Individual 4 Week Period Service Availability 2014 (cont.) Elearning InfoHub SIS Web Wireless UCD Website 7
10 Individual Quarterly Service Availability Campus Network UCD Connect & Calendar 8
11 Individual Quarterly Service Availability (cont.) File Storage & Sharing Software Applications Internet 9
12 Individual Quarterly Service Availability (cont.) Elearning InfoHub SIS Web 10
13 Individual Quarterly Service Availability (cont.) UCD Website 11
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