UCD IT Services IT Services Performance Report January December 2013 Prepared by: UCD IT Services Date: January 2013 Seamus Shaw Chief Technology Officer
Contents Background 1 Service Availability Measures 2 Frequency of Service Interruption 4 Yearly Comparison 4 Individual Service Availability 7
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 2004. This report is our tenth full year and contains 2013 results and key comparisons with previous years. The IT plan set 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 2013. 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 2013 statistics to the yearly statistics dating back to 2010. In 2011, we broke out the Admin Systems category into the two major campus wide admin systems of Banner and Management Information (formerly Infoview) and added the new service of Software Applications (Software for U) into the performance reporting model Annual Service Levels 2010 and onwards The graph below shows the comparison from 2010 onwards over the full year. (Software Applications, Banner, and Infoview are new headings added in the year 2011). 2010 2011 2012 2013 Network UCD Connect Staff Email Student Email Staff File Sharing & Connect Files Software Applications Staff Printing Student Printing Internet Elearning Management Information Banner Remote Sites 1
Quarterly Service Availability The graph below shows the quarterly statistics for each service for 2013 and the average availability level. The target for service availability is. During 2013 there were 2 breaches in total. Both service breaches during the second Quarter UCD Connect and Student Printing Service Availability by Quarter Q1 2013 Q2 2013 Q3 2013 Q4 2013 Summary of Quarterly Service Breaches UCD Connect: In May, following planned maintenance, the SLAPD ldap authentication service did not start. This application is completely dependent on this authentication service and without it could not restart. This has since been addressed by upgrade works on the SLAPD environment which resolved the recovery time of UCD Connect. Student Printing : In March there was an issue with the SSL Certificates on the externally managed Student Print Service. IT Services have since changed the provider of this managed service. 2
24/12/2012 07/01/2013 21/01/2013 04/02/2013 18/02/2013 04/03/2013 18/03/2013 01/04/2013 15/04/2013 29/04/2013 13/05/2013 27/05/2013 10/06/2013 24/06/2013 08/07/2013 22/07/2013 05/08/2013 19/08/2013 02/09/2013 16/09/2013 30/09/2013 14/10/2013 28/10/2013 11/11/2013 25/11/2013 09/12/2013 23/12/2013 IT Services Performance Report 2013 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. 8 7 6 5 4 3 2 1 0 Count of Weekly Service Breaches (< availability) The total number of weekly service breaches for 2013 was 13 Yearly Comparison Number of breaches 2013 2012 2011 2010 Total Number Total Number Total Number duration of duration of duration of (Mins) breaches (Mins) breaches (Mins) breaches Total duration (Mins) Network 0 0.00 1 30 2 353 4 170 UCD Connect 3 729.00 5 740 4 532 4 178 Staff Email 2 210.00 3 368 5 594 5 633 Student Email 1 30.00 1 210 2 185 1 48 Staff File Sharing 1 85.00 3 230 3 457 0 0 Software Applications 0 15.00 0 0 1 165 Staff Printing 0 0.00 0 0 2 490 0 0 Student Printing 2 1054.00 2 230 3 1302 0 0 Internet 0 0.00 0 0 1 125 0 0 Elearning 2 257.00 1 564 1 170 3 98 Management Information 1 65.00 3 558 3 356 - - Banner 0 0.00 3 420 5 792 - - Remote Sites 1 30.00 4 687 3 324 1 84 Admin Systems - - 6 935 Student File Sharing - - 0 0 13 2475 26 4037 35 5845 24 2146 The comparison with 2012 shows downtime decreased by 38.7% and the number of breaches decreased by 50%. 3
Overall Trends General Network: UCD Connect: Staff Email: Student Email: Staff File Sharing: Decrease in service breaches and downtime in 2013 over previous year. One Service Level breach This breach caused by dependency on a downstream service, SLAPD, which was unavailable during an extended rebuild of its indexes. Software Applications: Staff Printing: Student Printing: Internet: elearning: Management Information: Banner: Remote Sites: One Service Level breach This breach caused by difficulties encountered by the managed services provider in renewing SSL Certificates. 4
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 2004 1075 minutes in 2005 256 minutes in 2006 0 Minutes in 2007 0 Minutes in 2008 0 Minutes in 2009 170 Minutes in 2010 353 Minutes in 2011 30 Minutes in 2012 0 Minutes in 2013 The annual availability level for 2013 was 100%. The graph below shows the monthly availability comparison for 2010 onwards. Network 2010 Network 2011 Network 2012 Network 2013 Annual Remote Site Network Availability The table below lists the different campus locations and their network connections. Campus Connection Type Availability Belfield MAN 100% Blackrock MAN 100% St Vincent s Hospital MAN 100% Mater Hospital MAN 100% Crumlin Hospital MAN 99.98% Lyons Estate MAN 100% 5
Individual 4 Week Period Service Availability 2013 Detailed history for 2013 together with quarterly comparisons over the four year period 2010 to 2013 are provided on the following pages. Network UCD Connect Staff Email Student Email/ Apps Staff File Sharing & Connect Files Software Applications / SfU 6
Individual 4 Week Period Service Availability 2013 (cont.) Staff Printing Student Printing Internet Elearning Management Information Banner 7
Individual 4 Week Period Service Availability 2013 (cont.) Remote Sites Individual Quarterly Service Availability 2010 2013 Network UCD Connect 8
Individual Quarterly Service Availability 2010-2013 (cont.) Staff Email Student Email Staff File Sharing & Connect files 9
Individual Quarterly Service Availability 2010-2013 (cont.) Software Applications Staff Printing Student Printing 10
Individual Quarterly Service Availability 2010-2013 (cont.) Internet Elearning Management Information 11
Individual Quarterly Service Availability 2010-2013 (cont.) Banner Remote Sites 12