Service & System Metrics
On this page:
Satisfaction
Performance
- HelpSU Service
- Operator Services Center
- Cable TV Order Processing
- Cell Phone Order Processing
- Order Processing for Phone Adds/Moves/Changes/Disconnects
- Billing Accuracy
- Billing Rejects
Availability
Of General Interest
Overview
At IT Services, we strive to continually improve the service we deliver the Stanford community. We capture a large number and variety of measurements to monitor and evaluate our performance. This page provides a selection of key metrics on our most visible and utilized services.
Each metric displays current and historical performance, and, if appropriate, targets intended to reflect excellent service. The frequency of updating of each metric varies (weekly, monthly, annually); see notation besides each description.
We welcome your input on these metrics. If you have feedback, or would like further information, please contact us at itss-survey@lists.stanford.edu.
Satisfaction
| Annual Client Satisfaction Survey | ||
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IT Services conducts an annual Customer Satisfaction Survey. This survey is distributed to a random sample of faculty, staff, and students in order to collect objective data about what is working and where the clients would like improvements. Satisfaction is rated on a scale from 1 to 6 from "very dissatisfied" to "very satisfied". |
| For the Month of May, 2008Weekly Client Satisfaction Survey | ||
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IT Services conducts weekly surveys of a random sample of customers submitting Help SU ticket requests. These results are tabulated on a monthly basis. Clients are asked to rate their satisfaction level on a scale of 1-6 for timeliness, problem resolution, customer service, technical competence and overall satisfaction. Our goal is to achieve a score of 5.0+ on all of these scales. |
Performance
| HelpSU Service | |||
|---|---|---|---|
| On average, IT Services receives 1500 requests per week for assistance from campus clients having difficulty accessing or using Stanford's computing and communication services. Various support groups within IT Services work to provide answers to these requests. This service is available M-F from 8 AM to 5 PM. | |||
| For the Week Ending July 11, 2008HelpSU Case Response Time | |||
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IT Services target is to respond to 75% of all urgent requests within one business hour and 85% of all non-urgent requests within four business hours. A "response" is defined as personal contact either via phone or email. |
| For the Week Ending July 11, 2008HelpSU Case Resolution | |||
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IT Services target is to resolve 75% of all urgent tickets in less than four business hours and 85% of all non-urgent tickets in less than 12 business hours. |
| For the Week Ending July 04, 2008HelpSU Ticket Aging | |||
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IT Services support groups target is to complete 85% of all tickets within 12 business hours. However, a subset of complex tickets require longer time frames to complete. These cases are managed and tracked as Aging Tickets longer than 5 days old. All cases should resolve in less than 1 month. |
| For the Month of June, 2008Operator Services Center | ||
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IT Services manages the Operator Services Center (OSC), a call center providing directory, paging, and emergency code calling for Stanford University, Stanford Hospital, and Lucille Packard Children's Hospital. Approximately 100,000 calls are answered each month; 80,000 of which are for the Hospitals. Inter-entity agreements with Hospitals require that 80% of all calls are answered in less than 30 seconds. The service is available 24/7. |
| For the Week Ending May 30, 2008Cable TV Order Processing | ||
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IT Services receives anywhere between 30 and 200 requests per week for Cable TV services. IT Services has set a target of 3 business days to complete these requests. |
| For the Week Ending May 30, 2008Cell Phone Order Processing | ||
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IT Services receives upwards of 40 requests per week to purchase or upgrade a cell phone or PDA device. IT Services has set a target of 3 business days to complete these requests. |
| For the Week Ending May 30, 2008Order Processing for Phone Adds/Moves/Changes/Disconnects | ||
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IT Services receives upwards of 600 requests per week to add, move or disconnect phones or to change the services subscribers use. Many of these requests require scheduling of a phone technician to come onsite to do the work, which might involve one phone or dozens. IT Services has set a target of 7 business days to complete these requests. |
| For the Month of May, 2008Billing Accuracy | ||
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IT Services bills departments for many of the services it provides. On average, IT Services processes over 400,000 billing records per month, totaling over $5 million. IT Services target is that at least 99.5% of billing records are accurate and do not require later correction. |
| For the Month of May, 2008Billing Rejects | ||
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On average, IT Services bills 4,500 individual University accounts (PTAs) for the services it provides. IT Services target is to reduce current level of monthly rejects to no greater than 1% for a 99% level of accuracy. |
Availability
IT system availability metrics are commonly expressed as percentage up time exclusive of scheduled maintenance windows. Our range of target availability is 99.0% to 99.999%. A 99.0% availability allows for up to 101 minutes of outage per week; a 99.999% availability allows for 6 seconds of outage per week.
| For the Month of May, 2008Email Availability | ||
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IT Services provides the infrastructure to support the primary email service to Stanford faculty, students and staff. Availability of the host servers is critical to the delivery and reception of mail for all addresses "@stanford.edu". |
| For the Month of May, 2008HelpSU Request System Availability | ||
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Stanford's HelpSU request system is the university's central online service for routing requests for IT assistance. The system and application (Remedy) are also used by many schools and departments as a general "action/request" web based tool. The service is scheduled to be available 24/7 excluding defined maintenance windows. |
| For the Month of May, 2008OrderIT Site Availability | ||
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The OrderIT Site is a web-based tool utilized by schools and departments to order IT services and view on-line monthly billing statements. The service is scheduled to be available 24/7 excluding defined maintenance windows. |
| For the Week Ending July 18, 2008Network Backbone Availability | ||
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IT Services operates the Stanford University Network (SUNet) backbone, delivering computing network connectivity between campus buildings and between Stanford and Internet providers (e.g., commercial Internet, Internet2). It does not include service within buildings (i.e., local area networks) nor Internet connectivity beyond the Stanford campus. The service is available 24/7. |
| For the Week Ending July 18, 2008Networking Internet Availability | ||
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IT Services provides Internet connectivity to the campus backbone through a variety of contractual arrangements with private and public service providers. These services are engineered to provide redundancy in the event of a single vendor outage. The service is available 24/7. |
| For the Month of March, 2008Telecommunications Availability | ||
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IT Services provides telephone service to the Stanford campus, student residences, hospitals and a number of off-campus affiliate buildings. IT Services is committed to maintaining availability on this critical service at the highest possible level. |
Of General Interest
| For the Month of June, 2008Email and Spam | ||
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IT Services screens all incoming email for spam messaging. As of 10/06, messages coded [SPAM:#####] are deleted prior to delivery. This measurement shows the percentage of delivered, incoming messages tagged as spam to assist clients in mail management. |
| For the Month of June, 2008Spam Auto Deletion Tool | ||
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The increasing volume of spam email has a negative impact on both end-users and server resources alike. It is in everyone's interest to use the central spam auto deletion tool to purge incoming mail pre-identified as spam. This metric shows the current adoption rate of this tool by community members with email set to @stanford.edu. |





















