Information Technology Services
Metrics: Key Performance Indicator Reporting
SYSTEM UP-TIME AVAILABILITY
Payroll Personnel System (PPS) Avg.
Overall
ASUCLA
Hastings
UC Berkeley
UC Davis
UC Irvine
UC Riverside
UC San Diego
UC Santa Barbara
UC Santa Cruz
Positive
Comparison
UC Berkeley
UC San Diego
UC San Francisco
UC Santa Barbara
UC Santa Cruz
UC Berkeley
UC Davis
UC Irvine
UC Riverside
UC San Diego
UC Santa Barbara
UC Santa Cruz
ASUCLA
Hastings
Average
(Trend)
Month
Stat
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
99.99
100.00
100.00
100.00
99.98
99.98
99.98
99.98
99.99
99.99










99.97
100.00
100.00
100.00
100.00
100.00
99.72
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
99.99
100.00
99.99
100.00
100.00
100.00
99.99
100.00
100.00
100.00
99.99
99.99
99.97
99.99
99.99
99.98
99.99
100.00
100.00
100.00
99.99
99.99
99.98
99.99
99.99
100.00
99.99
100.00
100.00
100.00
99.98
99.99
99.99
99.98
99.99
100.00
99.99
100.00
100.00
100.00
99.99
99.99
99.99
100.00
99.99
100.00
99.99
100.00
100.00
100.00
99.98
99.98
99.97
99.98
99.99
99.98
100.00
100.00
100.00
100.00
99.99
99.99
99.99
100.00
100.00
100.00
99.99
100.00
100.00
100.00
99.98
99.98
99.97
99.97
99.98
99.99
99.99
100.00
100.00
100.00
99.98
99.98
99.98
99.99
99.98
99.99
99.97
100.00
100.00
100.00
99.95
99.95
99.96
99.93
99.96
99.99






May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
99.99
99.96
99.99
100.00
100.00
99.99
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
99.99
99.97
99.99
100.00
100.00
99.99
99.98
99.91
99.99
99.99
100.00
99.99
99.99
99.95
99.99
100.00
100.00
100.00
99.98
99.94
99.99
100.00
100.00
99.99
99.98
99.97
99.99
99.99
100.00
99.98
99.99
99.97
99.99
100.00
100.00
100.00
99.97
99.87
99.98
99.99
100.00
99.99
99.99
100.00
99.98
99.98
100.00
99.98
99.99
99.96
100.00
100.00
100.00
100.00
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
May-16
0.01
0.00
0.00
0.08
0.00
0.00
0.00
0.00
0.00
0.00










0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0.11
0
0
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
May-16
99.99
100.00
100.00
99.99
99.99
99.99
99.98
99.97
99.98
99.99
99.98
99.99
99.98
99.99
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
May-16
99.95

99.95
99.93
99.95
99.95
99.94
99.96
99.97
99.96
99.96
99.95
99.95
99.95

May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
99.92
100.00
99.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
99.98

99.99
99.99
99.98
99.98
99.98
99.99
99.98
99.98
99.98
99.97
99.98
99.97
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
100.00

99.99
99.98
100.00
100.00
100.00
100.00
100.00
99.99
99.99
100.00
100.00
100.00
99.98

100.00

99.94

Apply UC
At Your Service (AYSO) & Edify Avg.
University of CA Retirement System
UCOP Websites
www.UniversityofCalifornia.edu
Office 365 Exchange via OWA
Note : Statistic lags by 1 month
ADFS for Office 365
UC SharePoint
Distribution Date:
June 9, 2017
2016
Current
PPS Prod Proc Incidents w/Cust
Impact
Overall
2017
12-Month
Effort Reporting System (ERS) Avg.
Overall
May 2017
Trend Key
Unchanged Negative
May-17
May-16
99.97
100.00
100.00
100.00
99.96
99.95
99.94
99.93
99.97
99.98
May-16
100.00
100.00
100.00
100.00
100.00
100.00
99.95
May-16
100.00
May-16
99.97
May-16
100.00
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
May-16
100.00
100.00
100.00
100.00
100.00
100.00
99.99
99.99
99.96
99.94
99.97
99.97
May-16
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
100.00
100.00
99.90
99.90
99.80
100.00
100.00
100.00
100.00
99.80
99.90
100.00
1 of 2
100.00
May-16
100.00
Information Technology Services
Metrics: Key Performance Indicator Reporting
May 2017
Positive
SYSTEM UP-TIME AVAILABILITY
Comparison
Trend Key
Unchanged Negative
2017
2016
12-Month
Average
(Trend)
Current
Month
Stat
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
How satisfied are you with your overall
service experience?
5.50

5.57
5.64
5.70
5.70
5.44
5.47
5.53
5.24
5.40
5.40
5.52
5.63
5.35
How courteous and respectful was the
technician who responded?
5.77

5.82
5.83
5.73
5.86
5.74
5.76
5.93
5.74
5.68
5.66
5.75
5.68
5.82
How satisfied were you with the
response time to your incident?
5.45

5.49
5.57
5.54
5.69
5.36
5.47
5.61
5.38
5.31
5.30
5.32
5.53
5.35
Please rate the technical competency of
the technician serving you.
5.62

5.75
5.74
5.67
5.76
5.66
5.75
5.76
5.60
5.47
5.40
5.57
5.61
5.42
Was technician able to resolve your
issue during the first call? (%=Yes)
84%

83%
91%
86%
91%
87%
88%
79%
79%
83%
79%
78%
87%
76%
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
17.2%
91
529



16.4%
105
642
16.7%
78
468
19.7%
99
503
17.1%
94
551
17.3%
89
515
16.0%
79
493
16.4%
68
414
16.7%
96
575
18.6%
94
505
18.4%
104
565
17.5%
100
573
15.4%
89
577
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
3
1119


4
1080
2
1051
0
1051
4
1063
2
1006
2
941
5
941
5
1127
1
1111
6
1178
1
1260
2
1386
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
250
13416
206
651
254
11969
191
610
259
10321
207
588
285
10097
209
606
283
11224
191
632
288
10455
183
586
291
11728
174
571
287
11145
181
612
287
9692
177
571
288
11301
181
583
284
9924
178
577
285
5414
165
470
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
21.7
11.1
2405
21.7
11.0
2388
21.5
10.9
2345
21.4
11.3
2405
21.4
11.2
2398
20.7
11.3
2348
20.9
11.1
2318
20.7
11.0
2290
20.3
11.1
2256
20.0
11.1
2219
20.1
11.2
2237
20.5
10.6
2165
Customer Satisfaction Survey
Survey Distribution and Response
Participation Percentage
Total Number of Responses
Total Number of Surveys Distributed
Service Desk/Major Incidents
Number of Major Incidents**
Total Number of Incidents
May-16
May-16
16.7%
102
612
May-16
1
1312
** Note: Major Incidents
• May 1 - VOIP Major Incident
• May 10 - Network File Share and Printer Connections Sev-1
• May 14 - Mother's Day Network Outage Sev-1
• May 31 - SDSC Major Incident
A3 Application Delivery
Current # of hosted applications
Total sessions completed
Avg session duration (mins.)
Total number of users
278
9866
183
579




A3 Cloud Storage
Total amt of storage consumed (TB)
Avg usage per user (GB)
Total number of users
20.8
11.0
2285



100.00
6059
356
585




A3 Desktop Delivery
System Availability
Total sessions completed
Avg session duration (mins.)
Total number of users
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
99.72
9751
391
710
100.00
5255
390
560
100.00
8896
396
560
100.00
7192
364
636
100.00
2552
389
483
100.00
4008
340
582
100.00
3500
328
603
99.99
9118
344
666
100.00
7556
372
623
100.00
8127
375
635
100.00
6330
364
607
100.00
May-17
Apr-17
Mar-17
Feb-17
*Note
May-16
248
5119
156
541
May-16
20.2
10.2
2055
May-16
99.98
4116
254
476
*Note: Desktop Delivery metrics for June were not available due to a recent upgrade.
Tableau - Public Reporting Sites
UC Research Award History
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
May-16
100.00

100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
99.99
100.00
Academic/Prof Doc&Academic Master's
Admissions
100.00

100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
99.99
Degrees awarded at a glance
100.00

100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
National Comparison of Institutions'
Value Added
100.00

100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
100.00
99.99
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
May-16
2565
22
0.90%
50
8568

2661
7
0.26%
34
8826
2365
16
0.68%
46
8671
2653
5
0.19%
49
8818
2304
18
0.78%
41
7947
2432
18
0.74%
60
8837
3407
25
0.73%
58
2409
6
0.25%
45
2824
8
0.28%
50
2503
10
0.40%
31
2541
13
0.51%
42
2413
37
1.53%
80
2365
89
3.76%
44
2031
37
1.82%
6
UCPath - PCSSC Reporting
Jobs Executed - Application
Incidents
Incident Percentage
PCSSC Service Requests
Jobs Executed - MFT Dashboard
Distribution Date:
June 9, 2017




2 of 2