Key Performance Indicators

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Information Technology Services has developed and created a set of Key Performance Indicators for multiple Information Technology Services areas in order to best provide Reliability, Availability and Serviceability (RAS) metrics.  These areas currently include Help Desk/User Services, Academic Technology, Administrative Computing Services, Educational Media, Technical Services, User Services Mobile Application Downloads, Information Technology Services Tactical Plan Counts and Business Intelligence Data Warehouse Summary Usage.

Examples of Key Performance Indicator measurements include the goal for overall User Services to achieve 99% system availability, volume of Educational Media requests/completions tracked by month and basic analytics for Programming Productivity in the Administrative Computing Services groups.

Historical measurement information that was currently available for certain Key Performance Indicators has also been included in the applicable Information Technology Services area.



ITS Key Performance Indicators Graphs