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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.
Resolution Metrics
ITS Outage and Change Management Metrics
eCommons System Uptime
CruzNet Campus Coverage, Wireless Access Points and Total Capacity
First-Contact Response to Incidents and Service Requests |
January-March 2013 |
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Actual Performance Metric Target: 90% |
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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 13,311 IT Request tickets within this quarterly period. |
Resolution Metrics |
January-March 2013 |
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Actual Performance Metric Target: 80% of |
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Resolution of help tickets is based on information from the IT Request ticket system. Hours are counted as clock hours, weekends excepted. |
ITS Outage and Change Management Metrics |
March 2013 |
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Ratio of Unplanned to Total Outages: 20% Ratio of Unplanned Outages due to failed changes to Total Outages: 0% Top Root Causes of Unplanned Outages: |
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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. 2012/13 Goals
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eCommons System Uptime |
October-December 2012 |
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Actual Performance |
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For October through December 2012, eCommons reported 99.557% URL availability. |
CruzNet Campus Coverage, Wireless Access Points and Total Capacity |
October - December 2011 |
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Campus Coverage Total number of Access Points Maximum Possible Access Points |
The Campus Coverage percentage reflects interior coverage only. The 30% 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. | |