IT Services Performance Report
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1 UCD IT Services IT Services Performance Report January December 2011 Prepared by: UCD IT Services Date: 1 st of June 2012 Seamus Shaw Chief Technology Officer
2 Contents Background 1 Quarterly Service Availability 2 Frequency of Service Interruption 3 Yearly Comparison 3 Individual Service Availability 6
3 Background We have a series of measures in place to monitor IT performance and service availability, in order to provide feedback on the value of investment and to quantify the improvements in levels of service. The first full year of statistics was published in January This report is our eighth full year and contains 2011 results and key comparisons with previous years. The IT plan sets targets for availability of services to be achieved over the period of investment. These targets are based on standard industry measures of IT services i.e. uptime of any given service within its operational window. A set of 13 distinct IT services were measured on a weekly basis in Any failure in a service is logged and the time interval to full recovery is recorded. The % availability of the service is then measured over a 12 hour daily window (9am to 9pm), over a 5 day working week. For the purposes of this report we have compared the 2011 statistics to the yearly statistics dating back to In 2011, we broke out the Admin Systems category into the two major campus wide admin systems of Banner and InfoView and added the new service of Software Applications (Software for U) into the performance reporting model. Annual Service Levels 2008 and onwards The graph below shows the comparison from 2008 onwards over the full year. (Software Applications, Banner, and InfoView are new headings added in the year 2011). Annual Service Levels % 99.60% 99.40% 99.20% % 1
4 Quarterly Service Availability The graph below shows the quarterly statistics for each service for 2011 and the average availability level. The target for service availability is. During 2011 there were 7 breaches in total. There were no service breaches during the first two quarters, two breaches occurred during the 3 rd quarter Banner and Staff Printing, and during the 4 th quarter there were five breaches InfoView, Network, UCD Connect, Student Printing and Remote Sites. Service Availability by Quarter 98.5% 98.0% 97.5% 97.0% 96.5% 96.0% 95.5% 95.0% Q Q Q Q Summary of Quarterly Service Breaches Banner: In August Banner experienced unusually high traffic accessing SISweb, resulting in a period of reduced performance. Staff Printing: The service was impacted by a corrupted security certificate. InfoView: The service experienced simultaneous issues with load balancer (infoview.ucd.ie) and Business Objects repository. Network: There was a network outage that affected James Joyce Library, Newman Building and Arts Annex. This was caused by combined hardware and software failure. UCD Connect: This service was unavailable as a result of a backup process taking longer than normal. Student printing: This service was impacted due to a problem with a scheduled upgrade. Remote Sites: (Data only collected for last two quarters). The connectivity between Belfield and St Vincent s Hospital was impacted due to a software failure on a network device. Connectivity to Crumlin Hospital was lost due to a 3rd party contractor making unauthorised network changes. Disaster Recovery Plan Our disaster recovery plan was put into action in December of 2011 as all services were impacted due to a fire in our primary data centre (Daedalus). All essential student services were restored within 2.5hrs, and all essential staff services within 4 hours of the event. 2
5 Frequency of Service Interruption In addition to the monthly and quarterly availability measures, a count of service breaches on a weekly basis by service is also recorded i.e. any service which breached availability in a given week contributed to the count. This measure is used as an indicator of the frequency of interruption to services Count of Weekly Service Breaches (< availability) 27/12/ /01/ /01/ /02/ /02/ /03/ /03/ /04/ /04/ /05/ /05/ /05/ /06/ /06/ /07/ /07/ /08/ /08/ /09/ /09/ /10/ /10/ /10/ /11/ /11/ /12/2011 The total number of weekly service breaches for 2011 was 35 Yearly Comparison Number of breaches Total Number of Total Number of Total Number of duration breaches duration breaches duration breaches (Mins) (Mins) (Mins) Total duration (Mins) Network UCD Connect Staff Student Staff File Sharing Software Applications Staff Printing Student Printing Internet Elearning Infoview Banner Remote Sites Admin Systems The comparison with 2010 shows downtime increased by 3,699 minutes and the number of breaches increased by 11. The Data Centre fire in December accounted for over half the number of minutes and a third of the number of breaches. In addition, a student printing outage caused by the data centre fire, took a number of days to restore service and problems with Banner during registration caused a number of breaches also. 3
6 Overall Trends General Network: UCD Connect: Staff Student Staff File Sharing: Software Applications: Staff Printing: Student Printing: Internet: elearning: InfoView: Banner: Remote Sites: Increase in service breaches and downtime in 2011 over previous year. Services breach due to hardware and software failures This breach was caused by the Data Centre fire Service Level met for all Quarters Service Level met for all Quarters Service Level met for all Quarters Service Level met for all Quarters This breach caused by a software failure This breach was caused by the delays in restoring service after the Data Centre fire Service Level met for all Quarters Service Level met for all Quarters Software configuration issues Performance issues This breach caused by the Data Centre fire 4
7 Annual Network Availability Network availability is one of the most significant factors in overall service performance. It measures the availability of the network between all buildings on the Belfield campus. Total Annual Network Downtime: 1323 Minutes in minutes in minutes in Minutes in Minutes in Minutes in Minutes in Minutes in 2011 The annual availability level for 2011 was 99.81%. The graph below shows the monthly availability comparison for 2008 onwards % Network Availability Levels 2008 to 2011 Network 2011 Network 2010 Network 2009 Network 2008 Annual Remote Site Network Availability The table below lists the different campus locations and their network connections. Campus Connection Type Comments Belfield MAN % availability for 2011 Blackrock MAN % availability for 2011 St Vincent s Hospital MAN % availability for 2011 Mater Hospital MAN % availability for 2011 Crumlin Hospital MAN % availability for 2011 Lyons Estate MAN % availability for
8 Individual Quarterly Service Availability Detailed history for 2011 together with quarterly comparisons over the four year period 2008 to 2011 are provided on the following pages. Network 98.5% UCD Connect 98.5% Staff 98.5% 98.0% Student 99.8% 99.6% 99.4% 6
9 Individual Quarterly Service Availability (cont.) Staff File Sharing & Connect files Software Applications 99.80% 99.60% 99.40% Staff Printing 98.5% Student Printing 98.0% 96.0% 94.0% 7
10 Individual Quarterly Service Availability (cont.) Internet 99.8% 99.6% 99.4% Elearning 99.8% 99.6% 99.4% 99.8% 99.6% 99.4% 99.2% 98.8% 98.6% Infoview 99.80% 99.60% 99.40% 99.20% 98.80% 98.60% 98.40% Banner Remote Sites 98.5% 98.0% 8
11 Individual 4 Week Period Service Availability 2011 Network Availability UCD Connect Staff Availability Student Staff File Services Software Applications 9
12 Individual 4 Week Period Service Availability 2011 (cont.) Staff Printing Student Printing 97.00% 96.50% 96.00% 95.50% 95.00% 97.00% 96.00% 95.00% 94.00% 93.00% 92.00% 91.00% 90.00% Internet Availability elearning Banner/SIS Remote Sites 97.00% 96.50% 96.00% 95.50% 95.00% 10
IT Services Performance Report
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