ITS Benchmarks

ITS has selected the following set of benchmarks as being of potential interest to campus users. More benchmarks will be added over time but, in the meantime, if there are other ITS performance measurements you'd like to see, please let us know via the Technology Help Desk

Use the quicklinks below to jump to individual sections of the table.

 
Accessibility RESOURCES CENTER
MEASUREMENTGOALGRAPH
Courses and instructors served in 2018Benchmark to plan outreach to serve more courses and instructorsCourses and instructors served in 2018
Documents processed in 2018Benchmark for resource planning to meet demandDocuments processed in 2018
Instructors served by termIncrease number of instructors using ARC servicesInstructors served by term
INFORMATION SECURITY
MEASUREMENTGOALGRAPH
Number of accounts locked by monthSteady or declining numbersPhished accounts by month
Training sessions assigned/completedReduce number of overdue sessions/ repeat victims of phishing attacksInfosecurity training
Incident types over time Infosescurity incidents
Labs & Smart Classrooms
MeasurementGoalGraphs
Rooms with more than 7  trouble tickets per room.
Goal:  80% of rooms with fewer than 7 tickets per semester.
 
Currently:  92% meet this goal.

More than 7 issues per room 

Only 8% of the 194 supported rooms had 7 or more tickets created during the Fall 2018 semester.
 
The average number of tickets per computer per location.
Goal:  80% of rooms with fewer than 3 tickets per semester per computer
 
Currently, 90% meet this goal.

More than three issues per computer per location

To identify the highest return on effort, this statistic captures issues per computer per location. 10% of 194 rooms show a high number of issues.

The number of instructor stations that boot in <100 seconds
Goal:  100% of instructor stations boot in under 100 seconds.
 
Currently:  100%. GOAL MET!

 Benchmark for Boot To Browser Times

Boot time is calculated from power-on to a browser displaying a web page. 

OBI

MeasurementGoalGraph
OBI and data availability
OBI data available 99% of the time.
 
Currently, OBI data is available 98.2% of the time.
 OBI benchmarks
Pay-for-Print
 Measurement Goal Graph
Pay-for-Print page counts
Steady or declining use of paper.
 
Pages per student

Numbers for 2009/10 apply only to interdisciplinary labs; from 2010/11 onwards, the numbers also include departmental and other HSU labs

Pages used per semester student headcount
 

 Pages versus headcount

Numbers for 2009/10 apply only to interdisciplinary labs; from 2010/11 onwards, the numbers also include departmental and other HSU labs
Project Office
MeasurementGoalGraph
On-time project delivery
70% of projects  maintain on-time status.

Active projects

Project timeliness is measured for all active projects as well as whether closed projects were delivered on schedule.
Project completion status
70% of projects are closed on time.
 

Closed projects

Project timeliness is measured for all active projects as well as whether closed projects were delivered on schedule.
System Administration
MeasurementGoalGraph
Data Center power usage
Reduce overall power usage and number of physical servers through virtualization while increasing services offered

Data Center Power Usage

Storage footprint
Reduce local storage footprint by taking advantage of cost efficient cloud resources.
Storage Footprint
Telecommunications & Network Services
MeasurementGoalGraph
Wireless access points on campus
Sufficient coverage across campus
Wireless access points
Wireless device types supported
 
Mobile devices at HSU
Technology Help Desk
MeasurementGoalGraph
Number of different types of support requests at the Technology Help Desk throughout the day.Set a baseline to get a better understanding of the Technology Help Desk demands to assist in staffing the call center and help desk appropriately for peak and low timesSupport requests by time of day
Distribution of different types of customers support by the Technology Help DeskSet a baseline to get a better understanding of our customer base in order to improve service.Customer types at the help desk
Percentage of Technology Help Desk support requests resolved by Tier 192.5%Support request resolution rates
Overall satisfaction rating across ITS derived from surveys submitted after closure of Technology Help Desk ticketsAverage rating average of 4.5 or more (4.9 for Fall 2019 semester). Decreased number of "poor" ratingsHelpdesk satisfaction