Service & System Metrics
Metric Reports
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 |
April-June 2018 |
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Actual Performance Metric Target: 90% |
ITS has committed to respond to all service related requests within 4 business hours in the ITS and Campus Service Level Agreement (SLA). We responded within 4 business hours to 5,428 SlugHub tickets within this quarterly period. | |
Resolution Metrics |
April-June 2018 |
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Actual Performance Metric Target: 80% of |
Resolution of help tickets is based on information from the SlugHub ticket system. Hours are counted as clock hours, weekends excepted. | |
ITS Outage and Change Management Metrics |
January-April 2017 |
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Ratio of Unplanned to Total Outages: 6% Ratio of Unplanned Outages due to failed changes to Total Outages: 0% Top Root Cause 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. Goals
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Digital Certificate Service Metrics |
April-June 2018 |
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InCommon Certificates issued Apr-Jun 2018: Total Active InCommon Active InCommon Code-Signing Certificates |
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 | |
