ACCESSIBILITY RESOURCES CENTER |
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MEASUREMENT | GOAL | GRAPH |
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Courses and instructors served in AY 18-19 | Benchmark to plan outreach to serve more courses and instructors | ![Courses and instructors served in AY18-19 Courses and instructors served in AY18-19](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/courseandinstructors_1.png?itok=AKSYOGrQ) |
Documents processed in AY 18-19 | Benchmark for resource planning to meet demand | ![Documents processed in AY 18-19 Documents processed in AY 18-19](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/documentsprocessed_0.png?itok=kQ_x67P3) |
Instructors served by term | Increase number of instructors using ARC services | ![Instructors served by term Instructors served by term](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/instructorsserved_0.png?itok=KOAyDt0v) |
INFORMATION SECURITY |
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MEASUREMENT | GOAL | GRAPH |
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Number of accounts locked by month | Steady or declining numbers | ![Phished accounts by month Phished accounts by month](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/phished_accounts_by_month_1-19.png?itok=JKte5PO6) |
Training sessions assigned/completed | Reduce number of overdue sessions/ repeat victims of phishing attacks | ![Infosecurity training Infosecurity training](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/infosec_training_1-19.png?itok=-vg0uGjC) |
Incident types over time | | ![Infosecurity incidents Infosescurity incidents](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/infosec-incidents_1-19.png?itok=dhC8Qy8t) |
Labs & Smart Classrooms |
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Measurement | Goal | Graphs |
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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. | Only 8% of the 194 supported rooms had 7 or more tickets created during the Fall 2018 semester.
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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](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/more_than_3_issues_per_computer_per_location_fall_2018_0.png?itok=cxmn4wjd)
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 Benchmark for Boot To Browser Times](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/benchmark_boot_to_browser_fall_2018_0.png?itok=jZjwy0CT&c=0c0403b97b7eb37e5e7914b048578f1d) Boot time is calculated from power-on to a browser displaying a web page. |
OBI |
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Measurement | Goal | Graph |
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OBI and data availability | OBI data available 99% of the time. Currently, OBI data is available 96.9% of the time. | ![OBI benchmarks OBI benchmarks](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/obi_2019.png?itok=U0w-dhHR) |
Pay-for-Print |
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Measurement | Goal | Graph |
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Pay-for-Print page counts | Steady or declining use of paper. | ![Pages per student](https://its.humboldt.edu/sites/default/files/resize/styles/panopoly_image_original/public/pages_per_student_8-17_0-330x180.png?itok=WxEF1OWi)
Numbers for 2009/10 apply only to interdisciplinary labs; from 2010/11 onwards, the numbers also include departmental and other Humboldt labs |
Pages used per semester student headcount | | ![Pages versus headcount](https://its.humboldt.edu/sites/default/files/resize/styles/panopoly_image_original/public/pages_vs_head_count_8-17-330x180.png?itok=s69jDuGU) Numbers for 2009/10 apply only to interdisciplinary labs; from 2010/11 onwards, the numbers also include departmental and other Humboldt labs |
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Measurement | Goal | Graph |
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On-time project delivery | 70% of projects maintain on-time status. | ![active projects](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/active-projects_1.png?itok=mZ0n54vF)
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](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/closed-projects-ytd.png?itok=925bzWWc)
Project timeliness is measured for all active projects as well as whether closed projects were delivered on schedule. |
System Administration |
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Measurement | Goal | Graph |
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Data Center power usage | Reduce overall power usage and number of physical servers through virtualization while increasing services offered | ![Data Center Power Usage Data Center Power Usage](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/server_power_usage_jan_2019.png?itok=idueA8Wj)
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Storage footprint | Reduce local storage footprint by taking advantage of cost efficient cloud resources. | ![Storage Footprint Storage Footprint](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/storage_footprint_jan_2019.png?itok=-r0c9lc_) |
Telecommunications & Network Services |
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Measurement | Goal | Graph |
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Wireless access points on campus | Sufficient coverage across campus | ![WAP benchmark](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/wap_0.png?itok=xf7TH7Lc) |
Wireless device types supported | | ![Mobile devices benchmark](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/mobile_devices.png?itok=QXX647B8) |
Technology Help Desk |
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Measurement | Goal | Graph |
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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 times | ![Number of different types of support requests at the Technology Help Desk throughout the day Number of different types of support requests at the Technology Help Desk throughout the day](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/typesofsupport_0.png?itok=qwk3s3Bs) |
Distribution of different types of customers support by the Technology Help Desk | Set a baseline to get a better understanding of our customer base in order to improve service. | ![Distribution of different types of customers supported by the Technology Help Desk Distribution of different types of customers supported by the Technology Help Desk](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/customertypes_0.png?itok=FvpTh3Np) |
Support request escalation | At least 90% of support requests resolved by Tier 1 support | ![Support request escalation Support request escalation](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/escalation_1.png?itok=UsgRMr0h) |
Time to resolution for support requests | At least 90% of support requests are resolved in 5 min or less | ![Time to resolution for support requests Time to resolution for support requests](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/averagetime_1.png?itok=TGAVSBgO) |
Overall satisfaction rating across ITS derived from surveys submitted after closure of Technology Help Desk tickets | Average rating of 4.5 or more (4.9 for FY18/19). Decreased number of "poor" ratings | ![Overall satisfaction rating across ITS derived from surveys submitted after closure of Technology Help Desk tickets Overall satisfaction rating across ITS derived from surveys submitted after closure of Technology Help Desk tickets](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/overallsatisfaction_0.png?itok=eOLc76P8) |
Distribution of different types of customers supported by the Technology Help Desk throughout the day | Set a baseline to get a better understanding of our customer base as it varies throughout the day in order to improve service | ![Customer Contacts at Tech Help Desk Throughout the Day Customer Contacts at Tech Help Desk Throughout the Day](https://its.humboldt.edu/sites/default/files/styles/panopoly_image_original/public/customercontacts.png?itok=Eilz_fY4) |