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.


First-Contact Response to Incidents and Service Requests
Resolution Metrics
ITS Outage and Change Management Metrics
eCommons System Uptime
Digital Certificate Service Metrics
CruzNet Campus Coverage, Wireless Access Points and Total Capacity

First-Contact Response to Incidents and Service Requests

January-March 2014

Actual Performance

92.92%

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

Jan-March 2014 Report (PDF)

Oct-Dec 2013 Report (PDF)

July-Sept 2013 Report (PDF)

Apr-June 2013 Report (PDF)

Jan-Mar 2013 Report (PDF)

Oct-Dec 2012 Report (PDF)

July-Sept 2012 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 13,068 IT Request tickets within this quarterly period.

Resolution Metrics

January-March 2014

Actual Performance

94.79%

Metric Target: 80% of
tickets closed on time

Jan-March 2014 Report (PDF)

Oct-Dec 2013 Report (PDF)

July-Sept 2013 Report (PDF)

Apr-June 2013 Report (PDF)

Jan-Mar 2013 Report (PDF)

Oct-Dec 2012 Report (PDF)

July-Sept 2012 Report

 

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

January 2014

Ratio of Unplanned to Total Outages: 25%

Ratio of Unplanned Outages due to failed changes to Total Outages: 5%

Top Root Cause of Unplanned Outages:
External/Vendor Related
15% of all outages

February 2014 Report (PDF)

January 2014 Report (PDF)

December 2013 Report (PDF)

November 2013 Report (PDF)

October 2013 Report (PDF)

September 2013 Report (PDF)

August 2013 Report (PDF)

July 2013 Report (PDF)

June 2013 Report (PDF)

May 2013 Report (PDF)

April 2013 Report (PDF)

March 2013 Report (PDF)

February 2013 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.

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

eCommons System Uptime

April-June 2013

Actual Performance

100%

April-June 2013 Report (PDF)

Oct-Dec 2012 Report (PDF)

July-Sep 2012 Report (PDF)

April-June 2012 Report (PDF)

 

For April through June 2013, eCommons reported 100% URL availability.

Digital Certificate Service Metrics

January-March 2014

InCommon Certificates issued Jan.-Mar. 2014:
83

Total Active InCommon
Certificates:
 292

Jan-March 2014 Report (PDF) 

Oct-Dec 2013 Report (PDF)

Jul-Sep 2013 Report (PDF)

Jan-June 2013 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

CruzNet Campus Coverage, Wireless Access Points and Total Capacity

October - December 2011

Campus Coverage
31%

Total number of Access Points
464

Maximum Possible Access Points
500

Oct-Dec 2011 Report (PDF)

July-Sept 2011 Report (PDF)

April-June 2011 Report (PDF)

Jan-March 2011 Report (PDF)

Oct-Dec 2010 Report (PDF)

July-Sept 2010 Report (PDF)

Apr-June 2010 Report (PDF)

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.