IT Services Performance Report

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Edmund Horn
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1 UCD IT Services IT Services Performance Report January December 2010 Prepared by: UCD IT Services Date: 9 th February 2011 Ms. Mary Crowe Chief Information and Technology Officer

2 Contents Background 1 Service Availability Measures 1 Frequency of Service Interruption 3 Yearly Comparison 3 Individual Service Availability 6

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

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 seventh full year and contains 2010 results and key comparisons with previous years. The IT plan set targets for availability of services to be achieved over the period of investment. 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 12 distinct IT services are measured on a weekly basis. Any failure in a service is logged and the time interval to full recovery is recorded. The % availability of the service is then measured over a 12 hour daily window (9am to 9pm), over a 5 day working week. Service Availability Measures The graph below shows the quarterly statistics for each service for 2010 and the average availability level. The target for service availability is 99.5%. During 2010, two of our services breached this target level Admin Systems during the 2 nd Quarter, and Staff during the 4 th Quarter. 1

4 Service Levels 2004 and onwards The graph below shows the comparison from 2004 onwards over the full year. 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 99.5% availability in a given week contributed to the count. This measure is used as an indicator of the frequency of interruption to services. The total number of weekly service breaches for 2010 was 24 Yearly Comparison Number of breaches Total duration (Mins) Number of breaches Total duration (Mins) Number of breaches Total duration (Mins) Number of breaches Total duration (Mins) Network UCD Connect Staff Student Staff File Sharing Student File Sharing Staff Printing Student Printing Internet Remote Sites Elearning Admin Systems The comparison with 2009 shows an increase in the number of breaches and total duration of outages. This is mainly due to the Staff and Admin Systems which accounts for almost 1/2 the number of breaches and almost 2/3rds of the duration. 3

6 One of the breaches of service level for Admin Systems was caused by an outage in April. Access to Banner was unavailable from the main UCD home page. This outage lasted for 318 minutes. Also in June, Infoview was unavailable for 377 minutes due to hardware migration issues. The main breach of service level for Staff was caused by an outage in November when a mail store ran out of capacity. This outage lasted for 450 minutes, during which time approx 10% of staff were unable to send and receive mail. Overall Trends General Network: UCD Connect: elearning: Increase in service breaches and downtime in 2010 over previous year. Service Level met for all quarters Service Level met for all quarters Service Level met for all quarters Year on year improvement Staff Service Level breached in Quarter 4 Student Internet: Remote: File Shares Service level met for all quarters Service level met for all quarters No service breaches for the year Service level met for all quarters On a weekly level, 1 service breach, due to local power outage on the Blackrock campus Staff & Student Service level met for all quarters No outages for the year Network Availability Network availability is one of the most significant factors in overall service performance. Over the past three years the level of network downtime has been reduced by a factor of five. 4

Network Availability Total Annual Network Downtime: 1323 Minutes in 2004 1075 Minutes in 2005 256 Minutes in 2006 0 Minutes in 2007 0 Minutes in 2008 0 Minutes in 2009 170 Minutes in 2010 The annual

7 Network Availability Total Annual Network Downtime: 1323 Minutes in Minutes in Minutes in Minutes in Minutes in Minutes in Minutes in 2010 The annual availability level for 2010 was 99.91%. The graph below shows the monthly availability comparison for 2005 onwards. The table below lists the different campus locations and their network connections. The annual availability for the Belfield campus was 100%. Campus Connection Type Comments Belfield (Internet) MAN 100% availability for 2010 Blackrock MAN 99.95% availability for 2010 St Vincents Hospital MAN 100% availability for 2010 Mater Hospital MAN 100% availability for 2010 Crumlin Hospital MAN 100% availability for 2010 Lyons Estate Radio 100% availability for

8 Individual Service Availability Detailed history for 2010 together with quarterly comparisons over the six year period 2005 to 2010 are provided on the following pages. 6

9 Individual Service Availability (cont.) 7

10 Individual Service Availability

11 Individual Service Availability 2010 (cont.) 9

IT Services Performance Report

UCD IT Services IT Services Performance Report January December 2014 Prepared by: UCD IT Services Date: January 2014 Seamus Shaw Chief Technology Officer Contents Background 1 Service Availability Measures