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Overview

Performance Measures

 1 Helpdesk Timeliness
 2 Helpdesk Client Sat
 3 IS&T Server Uptime
 4 CD Software Distr.
 

Volume and Capability Measures

 5 Spam Screening
 6 Virus Screening
 7 Web Software Distr.
 8 Collocation Service
 9 Backup Service
10 Copyright Cases
11  Security Cases
12 Wireless Users
13 Self-Help Usage

Related Links

 

Historical View

Progress Report on the Measures Initiative (ppt)

 

   

Tips

 

measures@mit.edu

 

Client-Facing Measures in IS&T

Overview

Measures of all kinds are used by IS&T to gauge progress or performance in key service areas.  Directors and line managers are using these metrics to inform their decisions and guide future action.  We expect that some clients want to know how IS&T performs when it comes to delivering specific services, so it seems useful to make these statistics available to the community.

The tables below show the latest available measure for the quarter or the most recent month.  Measures are mostly drawn from IS&T quarterly reports and other systems of record, then summarized a bit for presentation.   The first table shows Performance Measures, which are generally stated relative to a goal, and Capability or Volume Measures, which report simply "how much" of something has occurred.  Over time, Capability measures can evolve into Performance measures as their importance is recognized and desired targets are set.

Most measures have 15 months or more of historical data to allow meaningful this-year / last-year comparisons.  A more detailed historical view shows the underlying data table for these measures, as well as analytical calculations related to the time series.   In all the graphs that have them, the thick yellow line represents the goal level, while a thin purple line represents the linear trend.  NOTE: for best results when printing, use landscape orientation, and about 85% magnification if your browser supports it. 

Your feedback is welcome at measures@mit.edu.


Performance Measures

Key

Name

Measurement

Last Updated Q3 of FY2007

Description / Comment

1

Timeliness
of
Help Desk Consulting
 

% of cases resolved in
< 1 day

68 %

of consulting cases created each day, on average, were closed in under a day.

[larger image]

This measure is for "consulting" cases only, not "transactional' cases such as ordering a new service or canceling an existing one.

Goal is 70% of cases closed in under a day.

2

Client Satisfaction with the Helpdesk Overall

4.48 

on Likert scale from 1 to 5, where 5 is Very Satisfied

[larger image]

A sample of Helpdesk clients receive invitations each week to fill out a 7-question client satisfaction survey after their case is resolved the week before.

Goal is a consistent average of at least 4.5

3

Uptime
 of IS&T Servers  

0.9845

or 98.45% uptime average for the quarter, reported for these servers.

[larger image]

The tracking data represents uptime for all servers during all hours, where an outage would result in client impact.

This includes test and development systems where "clients" may include developers, testers and other technical staff; as opposed to strictly end users of production applications.

Goal is 99.99% uptime.

4

Timeliness
 of CD distributions of MIT-Licensed Software

% of orders closed in < 2 days.

77 %

of orders in this quarter were closed in under 2 days.

[larger image]

Some licensed software at MIT is authorized only for distribution on CDs, which are made here and usually campus-mailed to the recipient. 

Goal is 100% of orders closed in under 2 days.  Most clients expect to receive their CD in three to five days.  

The drop in March 2007 is related to orders delayed in accounts receivable procedures.  The software itself was delivered in a timely way.

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Volume and Capability Measures

Key

Name

Measurement

Last Updated Q3 of FY 2007

Description / Comment

5

Screening
 of Incoming Emails
as Spam
Before Delivery to Client Mailboxes

[This is the FY07 Q1 reading.
Q2 FY07 data
is not yet available.]

1.4 M

Average spam emails screened per month.

[larger image]

MIT combats spam email using state-of-the-art techniques for identifying it before delivering it to client inboxes. IMAP users can opt for spam-identified mail to go straight to a Spamscreen folder and not their Inbox.  POP users can filter their email based on spam-oriented email headers added at MIT.

A system of Barracuda devices were installed in August 2006 to prefilter email.  Immediate 40% reduction in spam continuing downstream for further processing.

NOTE: The measuring system for this variable is currently down and has been since September 2006.

    

6

Screening
 of Incoming Emails with
Virus Payloads
Before Delivery to Client Mailboxes 

[This is the FY07 Q1 reading.
Q2 FY07 data
is not yet available.]

225 K

Average emails per month. or about 7,500 per day.

 

[larger image]

Target is to reject all virus infected email before it can pose a threat to MIT email users.

Infected email was ~4% of total volume a year ago, and tends to be about 1% now.

NOTE: The measuring system for this variable is currently down and has been since September 2006.

 

7

Web Self Service
distributions of MIT-Licensed Software

11550

software licenses
distributed via web download, average per month.  

[larger image]

All self-service downloads are delivered instantly.  Software is available 24-hours per day at any networked computer with appropriate MIT certificates for authorization.      

8

Adoption
of IS&T Collocation Service for DLC-owned Servers   

121

In Q2 of FY06, ownership of these 97 servers was distributed across 27 DLCs.   

[larger image]

The goal of this service is to maximize value to DLCs by offering a robust machine-room environment to their servers, while also maximizing the use of IS&T machine room capacity.

 Growth in servers is 25% over last year.

9

Adoption
of the TSM Backup Service by MIT community

5400

Unique "nodes" or machines subscribing. 

Q2 of FY06 was 4800.

[larger image]

TSM is a network-based backup service offered at a small fee per month. Target is to provide effective backup service to all who want it.

Service adoption increases by about 4% per quarter.

The number of subscribers is up 13% over a year ago.

10
 

Copyright Infringement Cases

226

Average cases created per month for the quarter.

[larger image]

While MIT is not directly involved in the resolution of these cases, IS&T has an active Awareness campaign intended to discourage this behavior at MIT.  

The target for this measure is significant reduction overall relative to the previous year.  The most recent quarter is up more than 400% over a year ago.

11

Network Security
Cases

84

Average cases created per month for the quarter  

[larger image]

Network security is a collaborative IS&T effort, representing the cumulative effect of many efforts, including the creation and marketing of the Windows Automated Updated Service, issuing policy statements that encourage personal firewall software, server settings that rejectexecutable email attachments at the network perimeter, and outreach and software licensing initiatives to facilitate upgrading to the latest versions of software otherwise vulnerable to viruses.

As there is no apparent decrease in attempts to cause network-security-related incidents, a persistent decline in their frequency and scope should reflect well on MIT's performance in successfully derailing them.     

12

 Wireless Network, Clients, Unique Users Per Day

This is the FY07 Q1 reading.
Q2 FY07 data
is not yet available.]

5600

Average Unique Users connecting wirelessly per day, for the quarter.
 
Q1 of FY06 was 3500. 

[larger image]

Target is to provide wireless and wired access as equivalent choices to all of MIT campus.

The wireless network was not fully available across all of campus in FY05.  FY06 represents an increase of almost 30% over the previous year.  

The vertical lines in the graph indicate the range of minimum and maximum unique users.  

NOTE: The measuring system for this variable is currently down and has been since September 2006.

13

On-Campus Utilization of IS&T-provided Self-Help Web pages

65 K

This represents an increase of about 48% over a year ago.

[larger image]

Total on-campus web hits per quarter to official IS&T self-help web pages

Target is to increase the amount of support provided in Self Help channels.

Usage patterns continue to show the most intense use during the "getting connected" period of the academic year.

         

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