Service & System Metrics

ITS strives to continually improve the services we deliver to the UC Santa Cruz community by measuring and monitoring services to evaluate performance. This page provides key metrics based on commitments in published service level agreements. Metrics are updated quarterly.

If you have feedback or would like further information about this page, please contact us via the feedback form.

First-Contact Response to Incidents and Service Requests

July-September 2016

Actual Performance


Metric Target: 90%
response in less than
8 business hours

July-Sep 2016 Report (PDF)

Apr-June 2016 Report (PDF)

Jan-Mar 2016 Report (PDF)

Oct-Dec 2015 Report (PDF)

July-Sep 2015 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 7,222 IT Request tickets within this quarterly period.

Resolution Metrics

July-September 2016

Actual Performance


Metric Target: 80% of
tickets closed on time

July-Sep 2016 Report (PDF)

Apr-Jun 2016 Report (PDF)

Jan-Mar 2016 Report (PDF)

Oct-Dec 2015 Report (PDF)

July-Sep 2015 Report (PDF)

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

December 2015

Ratio of Unplanned to Total Outages: 15%

Ratio of Unplanned Outages due to failed changes to Total Outages: 0%

Top Root Cause of Unplanned Outages:
Hardware/Software Related
9% of all outages

December 2015 Report (PDF)

November 2015 Report (PDF)

October 2015 Report (PDF)

Jul-Sep 2015 Report (PDF)

June 2015 Report (PDF)

May 2015 Report (PDF)

April 2015 Report (PDF)

March 2015 Report (PDF)

February 2015 Report (PDF)

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.

  • Outages due to failed changes: ≤ 9 per quarter (~5%)

Digital Certificate Service Metrics

April-June 2016

InCommon Certificates issued Apr- Jun 2016:

Total Active InCommon

Active InCommon Code-Signing Certificates

Apr-Jun 2016 Report (PDF)

Jan-Mar 2016 Report (PDF)

Oct-Dec 2015 Report (PDF)

July-Sept 2015 Report (PDF)

Apr-June 2015 Report (PDF)

Jan-March 2015 Report (PDF)

Oct-Dec 2014 Report (PDF)

Please see the linked report for additional details, including certificates issued by department. For information about the Digital Certificate Service, please see the service page