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Service & System Metrics
We strive to continually improve the services we deliver to the UCSC community by measuring and monitoring services
to evaluate our performance.
This page provides key metrics based on commitments in published service level agreements. Metrics are updated quarterly. We welcome your input on these metrics. If you have feedback, or would like further information about this page, please contact us via our feedback form. |
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| First-Contact Response to Incidents and Service Requests | July-September 2009 |
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Actual Performance Metric Target: 90% |
July-September 2009 Report (PDF) |
ITS has committed to respond to all service related requests within 8 business hours in the ITS and Campus Service Level Agreement (SLA). We responded within 8 business hours to 10,015 IT Request tickets within this quarterly period. |
| ITS Outage and Change Management Metrics | October 2009 |
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Ratio of Unplanned to Total Outages: 24% Ratio of Unplanned Outages due to failed changes to Total Outages: 6% Top Root Cause of Unplanned Outages: Hardware/Softaware Related 11% of all outages |
Outage metrics measure Planned vs. Unplanned Outages and their associated root causes; Change Management
metric is the ratio unplanned outages caused by failed changes to total outages. 2009/10 Goals
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| CruzMail - Percentage of Spam Blocked | July-September 2009 |
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Actual Performance Metric Target: 85% |
July-September 2009 Report (PDF) July-September 2008 Report (PDF) April-June 2008 CruzMail Report (PDF) Jan - Mar 2008 CruzMail Report (PDF) Oct - Dec 2007 CruzMail Report (PDF) |
ITS continually evaluates spam detection methods and commercially provided spam blocking lists in our effort to reduce the burden of spam on the campus community. The CruzMail Service Level Agreement with the UCSC campus divisions is to block at least 85% of the spam that attempts to enter our campus email system, however, ITS endeavors to block as much spam as possible without impacting the overall email service. |
| CruzMail - IMAP Response Time | July-September 2009 |
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Actual Performance Metric Target: 95% |
July-September 2009 Report (PDF) July-September 2008 Report (PDF) April-June 2008 CruzMail Report (PDF) Jan - Mar 2008 CruzMail Report (PDF) Oct - Dec 2007 CruzMail Report (PDF)
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IMAP (Internet Message Access Protocol) is a standard protocol for accessing email from the local email server. The speed of this connection time to access your files on the CruzMail server is one of the measures we use to describe CruzMail system performance. The CruzMail Service Level Agreement with the UCSC campus divisions is to provide this connection in four seconds or less. |
| CruzMail Web Response Time | July-September 2009 |
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Average Performance
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July-September 2009 Report (PDF) July-September 2008 Report (PDF)
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Measure of the elapsed time for performing a set of knows webmail operations. This number reflects the average elapsed time reported over three months. |
| CruzNet Campus Coverage, Wireless Access Points and Total Capacity | July-September 2009 |
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Campus Coverage Total number of Access Points Maximum Possible Access Points |
July-September 2009 Report (PDF) July-September 2008 Report (PDF)
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The Campus Coverage percentage reflects interior coverage only. The 21% noted is based on a 2009 estimate that 1500 wireless access points (waps) would be needed to cover the interior or one wap per 3200 sq. ft. |
| CruzTime Web Response | April-June 2009 |
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Actual Performance Metric Target: Average |
CruzTime web client response time is a performance measurement model developed by ITS. It measures a set of activities that serve as a benchmark for CruzTime performance. Analysis of several months of data indicate that CruzTime performance meets expectations when these activities are completed in four seconds or less. | |
| Incident Resolution for Medium Priority Tickets | January-March 2009 |
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Average Performance Metric Target: 80% |
July-September 2008 Report (PDF)
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ITS has committed to resolve 80% of medium priority tickets in less than 40 hours. Hours are counted as clock hours, weekends excepted. This quarter, ITS resolved medium priority tickets on the average of 28 hours. |
| Incident Resolution for High Priority Tickets | January-March 2009 |
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Average Performance Metric Target: 80% |
July-September 2008 Report (PDF)
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ITS has committed to resolve 80% of high priority tickets in less than 40 hours. Hours are counted as clock hours, weekends excepted. This quarter, ITS resolved high priority tickets on the average of 30 hours. |
| Page updated: November 6, 2009 | Request Service | Change Log | Getting Help | Catalog Feedback | Service Management Toolkit |