SD Monthly Report Period : August 2013

Transcription

1 SD Monthly Report Period : 213 SD KPI Dashboard The role of this report is to capture both quantitative and qualitative data that reflects how Service Delivery and DIT services are performing against agreed benchmarks. Each KPI will be detailed visually in a graph (where possible) with an attached table containing supporting qualitative data that will contextualise the message that the KPI is promoting and the current dash board status of the KPI. The table below lists and defines the statuses that a KPI can have. KPI Dashboard Status legend Gold SD or DIT services are meeting agreed benchmarks and KPI s and their performance is still trending positively Green SD or DIT services are meeting agreed benchmarks and KPI s Amber Blue Red SD or DIT services are meeting agreed benchmarks and KPI s but performance against KPI s and Benchmarks is trending negatively SD is not meeting KPI s but are trending positively SD or DIT services are not meeting agreed benchmarks and KPI s 1

2 Critical incident and significant incident activity taken from the Significant Incident Register. This KPI illustrates the critical and significant services that were disrupted including the duration of each event during the calendar month. Below 1hrs per month is the agreed to acceptable limit. Note: That The Incident Register And The Disruption Page Totals Vary As Not All Unplanned Disruptions That Get Posted Are Considered Critical Or Significant. All CIR & SIR Incidents Are Formally Reviewed And Appropriate Action Taken To Mitigate Such An Incident Occurring Again. Phishing attacks causing delays CSM outage due to data centre over heating IAS server incident SIGNIFICANT SERVICE DISRUPTIONS DETAILS SERVICE DURATION CMS failed over to BC CMS :1 Pharos print station unable to log in Student Printing :35 CRITICAL SERVICE DISRUPTIONS DETAILS SERVICE DURATION Students unable to log in Login 8:1 CSU Google Wikipedia CSU Website 21:12 IAS issue with external browsing Internet access 4:2 2

3 Planned Outage Activity (taken from Service Disruption Page). What does the KPI tell us Illustrates the amount of maintenance work and new services being released The duration of all planned disruptions to services. Alesco And LANDesk Planned Works Upgrades of: LANDesk, InPlace, CMS, Talisma Research Master Planned outages per month (by number) Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Planned Outages per month (hours) Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 3

4 What does the KPI tell us Number Unplanned Service Disruptions and Duration of these Disruptions. 5 unplanned outages is the benchmark Provides a view of the stability of DIT services Planned illustrates the amount of maintenance work and new releases occurring A view of the unplanned disrupted services. This includes those that did not register as significant or critical. The durations of the above Manly network offline due to external vendor equipment failure Ongoing disruptions due to staff falling victim to Phishing attacks. IAS server issues Student printing Login issues Unplanned Outages Per month (by number) Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Unplanned outages per month (hours) Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

5 What does the KPI tell us Teaching and Learning Room Service availability 5 teaching space incidents per month (looking to reduce in short term) Shows the number of and the type of incidents affecting teaching and learning rooms. Projector issues dropped as number 1 incident Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Teaching Space Incident/Request Types Network - Unable to connect to Network Count VC Teaching room - Room config/alteration request VC Teaching room - Call quality issue Count Software - Unable to use/not installed Count Software - Non standard Installation Request Count Software - New Install/Version upgrade request Count Hardware - Computer Count Hardware - Audio Visual Equipment Count

6 What does the KPI tell us CSU Replay Service This shows the amount of activity for the CSU Replay service CSU Replay views CSU Replay ItunesU views Total recordings

7 : 1: 2: 3: 4: 5: 6: 7: 8: 9: 1: 11: 12: 13: 14: 15: 16: 17: 18: 19: 2: 21: 22: 23: SD Monthly Report 9.% 8.% 7.% 6.% 5.% 4.% 3.% 2.% 1.%.% Access trends by time of day July What does the KPI tell us Critical Patch Levels Server Environment % is optimal level to ensure server vulnerability is minimal. This shows the level of security patches outstanding in the Unix and Windows server environments. While patch level shows to some degree risk and vulnerability exposure it doesn t reflect the mitigating factors of the secure environment and additional security layers surrounding these systems within CSU. Normal Windows patching resumed The patches for Interact and Banner fall into 2 categories Java and OS. The majority of the Java patches are for legacy versions of Java and a working party has been formed to remove these as it involves a high level of complexity. Significant Unix patching planned for 15 th September 12% 1% 8% 6% 4% Interact (Only Critical) Banner (Only Critical) Windows (All patches) 2% % Sept Nov Jan March May July 7

8 Anti- Virus Status - Servers 1% is the target for anti-virus compliance on the server fleet. % for endpoint non-compliance What does the KPI tell us The up to date Anti-Virus definition up to date level The policy compliance level The security level Server was turned off for a period as it was surplus at the time which flagged as not 1% compliance. Server was turned off for a period as it was surplus at the time which flagged as not 1% compliance. 8

9 What does the KPI tell us Uptime of critical network devices that supply network services to all campuses 99% availability, 24 Hours a Day, 7 Days a Week The percentage of uptime of the critical network devices that route network services to other network devices on each campus. The failure of any of these network devices will adversely affect network services to an entire campus or large portion of a campus. This KPI is measured using a monitoring tool that reports directly on the amount of time the network device has been active for. Steady Steady What does the KPI tell us Wireless Access Point availability across all campuses. There are 1195 Wireless AP s in total across CSU 1 or less Wireless AP s offline on the Wagga and Bathurst campus. 5 or less Wireless AP s offline on the Thurgoona and Orange campuses. 1 or less Wireless AP s offline on all other campuses. 35 or less total Wireless AP s offline on all campuses. The number of Wireless Access Points that are unavailable for use on all campuses at the start of each month. This does not directly reflect the availability of the wireless service as Wireless Access Points have been designed and positioned to overlap the Wireless coverage to minimise any disruption to services. The greater the number of Wireless Access Points offline, increases the risk of disruption to the wireless service in the vicinity of the offline access point. Reporting unavailable awaiting vendor to restore reporting service Vendor reports they have made progress on restoring reporting tool functionality and it s now in Beta. 9

10 Anti- Virus Status - Desktop 95% of desktop fleet will be compliant. What does the KPI tell us The Anti-Virus definition file level The policy compliance level The security level. Steady Steady 1

11 PI Status What does the KPI tell us Desktop Patch Level Compliance 95% compliance What percentage of the desktop fleet are patched to CSU requirements On target On target 11

12 Desktop Operating System 1% Windows 7 What does the KPI tell us What percentage of the desktop fleet are not running the most up to date operating system Computer Shop has identified and removed 129 XP pcs Computer Shop has identified 198 XP computers for SD to follow up on for targeted removal Activities planned to further drive the uptake of Windows 7 across the enterprise June July Aug Windows XP Windows 7 12

13 What does the KPI tell us Top 5 Trend Benchmark of 3 Incidents per category is considered acceptable Informs as to the top incidents or requests and assists in identify work process improvements to be targeted or what be suitable for problem management. Spike in Phishing attack related incidents Rise in network related incidents, power outage, contractors cutting fibre cables, new equipment configuration issue. Phishing attacks dropped by almost 4% For the first time this year Banner incidents rose into top 1. Upon analysis there is no trend SD-Applications - Top 5 Creation Categories - INCIDENTS July June May April March CSU Web - General Websites - Cannot Access/Use or Fault Count P & S And Other Drives - P and S Network Drives - Cannot Access/Use Count P & S And Other Drives - P and S Network Drives - Other Count and Appointments - Outlook - Cannot Send/Receive s Count and Appointments - Outlook - Other Count and Appointments - Outlook - Phishing and Spam Count Account/Login Management - login - Unable to login Count 15 Software Interact - Forums - Cannot access/use Count 23 Software Software Division/School specific - Student Banner - Other Count 18 Software Interact - Subject Site - Cannot access/use Count SD-Infrastructure - Top 5 Creation Categories - INCIDENTS July June May April March Phones/Mobile/Fax - Desk phone - Other Count Computer Hardware Maintenance - Desktop - Other Count Computer Hardware Maintenance - Laptop - Other Count Network and Internet - Wired Network - Other Count Network and Internet - Internet Services - Incorrect IAS settings Count Network and Internet - Wired Network - Staff Unable to Connect Count Network and Internet - Wired Network - Other Count Printers - Staff Network Printer - Other Count Printers - Staff Network Printer - Cannot Print Count

14 Logged vs. Closed Graphs SD Applications, Web, DBA, Systems SD Desktops, Networks, Phone (Desktop / Networks 5 per day) What does the KPI tell us Jobs logged for Month vs. Jobs closed for Month Average length of time taken to resolve jobs Graph issue resolved Focus in on older jobs for the Apps team. Focus and progress on older aged jobs which is the spike in Apps time to resolve graph 6 Apps, Web, DBA, Systems Jobs IN vs. Jobs Closed Apps In (no maint) Apps Closed (no maint) 1 Dec 12 Jan 13 Feb 13 Mar 13 Apr 13 May 13 Jun 13 Jul 13 Aug 13 1 Desktop, Networks, Phones Jobs IN vs. Jobs Closed Inf In (no maint) Inf Closed (no maint) 2 Dec 12 Jan 13 Feb 13 Mar 13 Apr 13 May 13 Jun 13 Jul 13 Aug 13 14

15 Avg Business Days to Close Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec Apps 212 days Inf 212 days Apps 213 days Inf 213 days What does the KPI tell us Service Quality Aged Jobs Shows how long clients are waiting for job resolution Apps, Web, DBA, Systems Jobs Current Age Trend Dec 12 Jan 13 Feb 13 Mar 13 Apr 13 May 13 Jun 13 Jul 13 Aug 13 Desktop, Networks, Phones Jobs Current Age Trend Dec 12 Jan 13 Feb 13 Mar 13 Apr 13 May 13 Jun 13 Jul 13 Aug 13 Under 3 Days Over 3 Days Over 6 Days Over 9 Days Under 3 Days Over 3 Days Over 6 Days Over 9 Days 15

16 What does the KPI tell us Work Process Improvements and Problems identified and completed Complete 1% of WPI/Problems per month Provides visibility of identified work process improvements and problems as well as the output from those activities on a monthly basis P:321 Microsoft Office Communicator cannot use video when communicating with the MCU's P:39 InPlace nightly export missing data P:296 IVS & Admin VC unit session locking P:274 WPI: Change student printing to default to duplex. Look at things too like changing wallpaper and screensavers to push duplex msg P:271 MCU Port Availability Issues P:231 Selected Application Icons missing from Start Menu, Task bar, and Desktop. (Windows 7) Problems closed this month: P:329 Teaching Space - Wagga/Orange - 11/ /12 (LT3) - DVDs not playing properly through VC P:327 W7 Mapped Drives Disconnecting/Not Reconnecting P:326 Pharos accounting is inaccurate and we are losing approx. $3k per year. P:317 WPI - csu caught as spam by students providers P:315 Win7 Base Image (Screensaver) Logs off After 17 Mins. P:34 Port Exhaustion - MCU4 P:292 WPI - dedicated solution for research storage P:287 Webmethods servers don t auto-start P:276 WPI - Install SMART Scheduler Outlook Add-in P:272 SIR CASIMS refusing connections P:263 cmstmstransfers.flowservices:twrphpytotmsimport Webmethods process needs updating/checking P:245 Windows 7 image is receiving SENS (System Event Notification Service) errors P:216 Teaching Space - Video Conference Link - Multiple Campuses - Audio Issues P:118 Implementation of chat used in addition to phones and forms on sdesk Problems Closed and Open Closed Problems Open Problems 2 1 Sep Oct Nov Dec Jan Feb Mar Apr May June July Aug Percentage closed 29% 16

17 What does the KPI tell us Resource utilisation - Package Building 2hrs per month maximum amount of time spend by SD to build packages How much resourcing is required to build and maintain the software packages. How much is happening internally and externally. Graph shows total numbers of internal vs external built packages and time taken to build. Brought a lot of desktop s/w versions up to date Echo 36 personal capture package MS Project

18 What does the KPI tell us Percent of the Video Conference admin fleet that is high definition 1% - Financial plan is in place to upgrade all these units on a rolling basis How the upgrade plan is progressing Previous months comments Further upgrades planned for No change 8.% 7.% 6.% 5.% 4.% 3.% 2.% 1.%.% VC Admin HD Jan March May July VC Admin HD 18