IT Services Performance Report · Annual Comparison of Weekly Breaches . 2014 2013 2012 2011 Number of breaches Total duration (Mins) Number of breaches Total duration (Mins) Number

IT Services Performance Report 2014

IT Services Performance Report January – December 2014 Prepared by: UCD IT Services Date: January 2014

UCD IT Services

Seamus Shaw Chief Technology Officer


Contents Background 1 Service Availability Measures 2 Frequency of Service Interruption 4 Yearly Comparison 4 Individual Service Availability 7

1


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 eleventh full year and contains 2014 results and key comparisons with previous years. The IT plan set targets for availability of services to be achieved over the period of time. 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 11 distinct IT services were measured on a weekly basis (12 hour daily window - 9am to 9pm, over a 5 day working week) in 2014. Any failure in a service is logged and the time interval to full recovery is recorded. This “% availability” of the service is averaged against a Quarterly availability target of 99.5% In 2014 the list of Priority 1 services was revised to reflect the changing demands and IT priorities of the University; Remote Sites, Staff Printing and Student Printing were dropped as Priority 1 services. Wireless and UCD Website were added as Priority 1 Services, and Network was renamed as Campus Network and expanded to include Blackrock, in addition to Belfield. For the purposes of this report we have compared the 2014 statistics to the yearly statistics dating back to 2011 (where possible). Annual Service Levels 2011 and onwards The graph below shows the comparison from 2011 onwards over the full year.

95.0%95.5%96.0%96.5%97.0%97.5%98.0%98.5%99.0%99.5%

100.0%

Campus Network Email & Calendar SoftwareApplications

Elearning SIS Web UCD Website

2011 2012 2013 2014

2


Quarterly Service Availability The graph below shows the quarterly statistics for each service for 2014. The target for service availability is 99.5%. During 2014 there was 1 breach in total.

Summary of Quarterly Service Breaches UCD Website, Quarter 4. In October infrastructure issues were discovered at the hosting centres of the managed service providers for our UCD Website service. The Service Provider was unable to satisfactorily resolve these issues, and problems persisted resulting in a number of service interruptions through Quarter 4. UCD IT Services are transitioning this service to an alternative managed service provider.

95.0%

95.5%

96.0%

96.5%

97.0%

97.5%

98.0%

98.5%

99.0%

99.5%

100.0%

Service Availability by QuarterQ1 2014 Q2 2014 Q3 2014 Q4 2014

3


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 99.5% availability in a given week contributed to the count. This measure is used as an indicator of the frequency of interruption to services.

The total number of weekly service breaches for 2014 was 17

Annual Comparison of Weekly Breaches

2014 2013 2012 2011

Number of breaches

Total duration

(Mins)

Number of breaches

Total duration

(Mins)

Number of breaches

Total duration

(Mins)

Number of breaches

Total duration

(Mins)

Campus Network 1 120 0 0 1 30 2 353

UCD Connect 1 30 3 729 5 740 4 532

Email & Calendar 1 30 2 210 3 368 5 594 File Storage & Sharing 2 157 1 85 3 230 3 457 Software Applications 0 0 0 15 0 0 1 165

Internet 0 0 0 0 0 0 1 125

Elearning 2 238 2 257 1 564 1 170

InfoHub 2 97 1 65 3 558 3 356

SIS Web 2 97 0 0 3 420 5 792

Wireless 3 109 - - - - - -

UCD Website 3 405 - - - - - -

Other Services 4 1114 7 1127 10 2301

Total 17 1524 13 2475 26 4037 35 5845

The comparison with 2013 shows downtime decreased by 38.4%, but that the number of breaches increased by 30.8%.

0123456789

1011121314

30/1

2/20

13

13/0

1/20

14

27/0

1/20

14

10/0

2/20

14

24/0

2/20

14

10/0

3/20

14

24/0

3/20

14

07/0

4/20

14

21/0

4/20

14

05/0

5/20

14

19/0

5/20

14

02/0

6/20

14

16/0

6/20

14

30/0

6/20

14

14/0

7/20

14

28/0

7/20

14

11/0

8/20

14

25/0

8/20

14

08/0

9/20

14

22/0

9/20

14

06/1

0/20

14

20/1

0/20

14

03/1

1/20

14

17/1

1/20

14

01/1

2/20

14

15/1

2/20

14

Count of Weekly Service Breaches (<99.5% availability)

4


Overall Trends General Decrease in service breaches in 2014 over previous year.

Campus Network: Service Level met for all Quarters

UCD Connect: Service Level met for all Quarters

Email & Calendar: Service Level met for all Quarters

File Storage & Sharing: Service Level met for all Quarters

Software Applications: Service Level met for all Quarters

Internet: Service Level met for all Quarters

eLearning: Service Level met for all Quarters

InfoHub: Service Level met for all Quarters

SIS Web: Service Level met for all Quarters

Wireless: Service Level met for all Quarters

UCD Website: One Service breach in Quarter 4. This was caused by infrastructure issues

at our managed service providers hosting facilities.

5


Annual Campus Network Availability Campus 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 and Blackrock campuses. Total Annual Campus 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 120 Minutes in 2014 The annual availability level for 2014 was 99.94%. The graph below shows the monthly availability comparison for 2011 onwards.

95.00%

95.50%

96.00%

96.50%

97.00%

97.50%

98.00%

98.50%

99.00%

99.50%

100.00%

1 2 3 4 5 6 7 8 9 10 11 12 13

Network 2011 Network 2012 Network 2013 Campus Network 2014

6


Individual 4 Week Period Service Availability – 2014 Detailed history for 2013 together with quarterly comparisons over the four year period 2010 to 2013 are provided on the following pages.

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

1 2 3 4 5 6 7 8 9 10 11 12 13

Campus Network

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

1 2 3 4 5 6 7 8 9 10 11 12 13

UCD Connect

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

1 2 3 4 5 6 7 8 9 10 11 12 13

Email & Calendar

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

1 2 3 4 5 6 7 8 9 10 11 12 13

File Storage & Sharing

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

1 2 3 4 5 6 7 8 9 10 11 12 13

Software Applications

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

1 2 3 4 5 6 7 8 9 10 11 12 13

Internet

7


Individual 4 Week Period Service Availability – 2014 (cont.)

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

1 2 3 4 5 6 7 8 9 10 11 12 13

Elearning

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

1 2 3 4 5 6 7 8 9 10 11 12 13

InfoHub

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

1 2 3 4 5 6 7 8 9 10 11 12 13

SIS Web

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

1 2 3 4 5 6 7 8 9 10 11 12 13

Wireless

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

1 2 3 4 5 6 7 8 9 10 11 12 13

UCD Website

8


Individual Quarterly Service Availability – 2011 – 2014

95.0%95.5%96.0%96.5%97.0%97.5%98.0%98.5%99.0%99.5%

100.0%

Campus Network

95.0%95.5%96.0%96.5%97.0%97.5%98.0%98.5%99.0%99.5%

100.0%

UCD Connect

95.0%95.5%96.0%96.5%97.0%97.5%98.0%98.5%99.0%99.5%

100.0%

Email & Calendar

9


Individual Quarterly Service Availability – 2011 - 2014 (cont.)

95.0%95.5%96.0%96.5%97.0%97.5%98.0%98.5%99.0%99.5%

100.0%

File Storage & Sharing

95.0%95.5%96.0%96.5%97.0%97.5%98.0%98.5%99.0%99.5%

100.0%

Software Applications

95.0%95.5%96.0%96.5%97.0%97.5%98.0%98.5%99.0%99.5%

100.0%

Internet

10



95.0%95.5%96.0%96.5%97.0%97.5%98.0%98.5%99.0%99.5%

100.0%

Elearning

95.0%95.5%96.0%96.5%97.0%97.5%98.0%98.5%99.0%99.5%

100.0%

InfoHub

95.0%95.5%96.0%96.5%97.0%97.5%98.0%98.5%99.0%99.5%

100.0%

SIS Web

11



95.0%95.5%96.0%96.5%97.0%97.5%98.0%98.5%99.0%99.5%

100.0%

UCD Website

Documents

IT Services Performance Report · Annual Comparison of Weekly Breaches . 2014 2013 2012 2011 Number of breaches Total duration (Mins) Number of breaches Total duration (Mins) Number