IT Services Performance Report 2011
UCD IT Services
IT Services Performance Report
January – December 2011
Prepared by: UCD IT Services
Date: 1st of June 2012
Seamus Shaw
Chief Technology Officer
IT Services Performance Report 2011
Contents
Background
1
Quarterly Service Availability
2
Frequency of Service Interruption
3
Yearly Comparison
3
Individual Service Availability
6
IT Services Performance Report 2011
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 eighth full year and contains 2011
results and key comparisons with previous years.
The IT plan sets 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 2011. 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 2011 statistics to the yearly statistics dating back to
2008. In 2011, we broke out the Admin Systems category into the two major campus wide admin systems
of Banner and InfoView and added the new service of Software Applications (Software for U) into the
performance reporting model.
Annual Service Levels 2008 and onwards
The graph below shows the comparison from 2008 onwards over the full year.
(Software Applications, Banner, and InfoView are new headings added in the year 2011).
Annual Service Levels 2008- 2011
100.00%
99.80%
2008
99.60%
2009
99.40%
99.20%
2010
99.00%
2011
98.80%
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IT Services Performance Report 2011
Quarterly Service Availability
The graph below shows the quarterly statistics for each service for 2011 and the average availability level.
The target for service availability is 99.5%. During 2011 there were 7 breaches in total.
There were no service breaches during the first two quarters, two breaches occurred during the 3rd quarter
– Banner and Staff Printing, and during the 4th quarter there were five breaches – InfoView, Network, UCD
Connect, Student Printing and Remote Sites.
Service Availability by Quarter
100.0%
99.5%
99.0%
98.5%
98.0%
97.5%
97.0%
96.5%
96.0%
95.5%
95.0%
Q1 2011
Q2 2011
Q3 2011
Q4 2011
Summary of Quarterly Service Breaches
Banner: In August Banner experienced unusually high traffic accessing SISweb, resulting in a period of
reduced performance.
Staff Printing: The service was impacted by a corrupted security certificate.
InfoView: The service experienced simultaneous issues with load balancer (infoview.ucd.ie) and Business
Objects repository.
Network: There was a network outage that affected James Joyce Library, Newman Building and Arts
Annex. This was caused by combined hardware and software failure.
UCD Connect: This service was unavailable as a result of a backup process taking longer than normal.
Student printing: This service was impacted due to a problem with a scheduled upgrade.
Remote Sites: (Data only collected for last two quarters). The connectivity between Belfield and St
Vincent’s Hospital was impacted due to a software failure on a network device. Connectivity to Crumlin
Hospital was lost due to a 3rd party contractor making unauthorised network changes.
Disaster Recovery Plan
Our disaster recovery plan was put into action in December of 2011 as all services were impacted due to a
fire in our primary data centre (Daedalus). All essential student services were restored within 2.5hrs, and all
essential staff services within 4 hours of the event.
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IT Services Performance Report 2011
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.
Count of Weekly Service Breaches (<99.5% availability)
12/12/2011
28/11/2011
14/11/2011
31/10/2011
17/10/2011
03/10/2011
19/09/2011
05/09/2011
22/08/2011
08/08/2011
25/07/2011
11/07/2011
27/06/2011
13/06/2011
30/05/2011
16/05/2011
02/05/2011
18/04/2011
04/04/2011
21/03/2011
07/03/2011
21/02/2011
07/02/2011
24/01/2011
10/01/2011
27/12/2010
14
13
12
11
10
9
8
7
6
5
4
3
2
1
0
The total number of weekly service breaches for 2011 was 35
Yearly Comparison
2011
Number of
Total
breaches
duration
(Mins)
Network
UCD Connect
Staff Email
Student Email
Staff File Sharing
Software Applications
Staff Printing
Student Printing
Internet
Elearning
Infoview
Banner
Remote Sites
Admin Systems
2
4
5
2
3
1
2
3
1
1
3
5
3
35
353
532
594
185
457
165
490
1302
125
170
356
792
324
5845
2010
Number of
Total
breaches
duration
(Mins)
4
4
5
1
0
-
170
178
633
48
0
-
0
0
0
3
-
0
4
1
0
0
-
0
0
0
98
-
1
6
24
2009
Number of
Total
breaches
duration
(Mins)
84
935
2146
0
273
45
0
0
-
2
0
0
2
-
0
1
5
2
0
0
440
700
110
0
49
0
0
420
1
0
10
2008
Number of
Total
breaches
duration
(Mins)
0
0
1
0
0
0
10
0
82
0
869
0
2
11
0
89
1349
The comparison with 2010 shows downtime increased by 3,699 minutes and the number of breaches
increased by 11. The Data Centre fire in December accounted for over half the number of minutes and a
third of the number of breaches. In addition, a student printing outage caused by the data centre fire, took a
number of days to restore service and problems with Banner during registration caused a number of
breaches also.
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IT Services Performance Report 2011
Overall Trends
General
Increase in service breaches and downtime in 2011 over previous year.
Network:
One Service Level breach
Services breaches caused due to hardware and software failures
UCD Connect:
One Service Level breach
This breach caused by the Data Centre fire
Staff Email:
Service Level met for all Quarters
Student Email:
Service Level met for all Quarters
Staff File Sharing:
Service Level met for all Quarters
Software Applications:
Service Level met for all Quarters
Staff Printing:
One Service Level breach
This breach caused by a software failure
Student Printing:
One Service Level breach
This breach was caused by the delays in restoring service after the
Data Centre fire
Internet:
Service Level met for all Quarters
eLearning:
Service Level met for all Quarters
InfoView:
One Service Level breach
Software configuration issues
Banner:
One Service Level breach
Performance issues
Remote Sites:
One Service Level breach
This breach caused by the Data Centre fire
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IT Services Performance Report 2011
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
The annual availability level for 2011 was 99.81%.
The graph below shows the monthly availability comparison for 2008 onwards.
Network Availability Levels 2008 to 2011
Network 2011
Network 2010
Network 2009
Network 2008
100.00%
99.50%
99.00%
98.50%
98.00%
97.50%
97.00%
1
2
3
4
5
6
7
8
9
10
11
12
13
Annual Remote Site Network Availability
The table below lists the different campus locations and their network connections.
Campus
Belfield
Blackrock
St Vincent’s Hospital
Mater Hospital
Crumlin Hospital
Lyons Estate
Connection Type
MAN
MAN
MAN
MAN
MAN
MAN
Comments
99.976% availability for 2011
99.980% availability for 2011
99.980% availability for 2011
99.997% availability for 2011
99.992% availability for 2011
99.995% availability for 2011
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5
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IT Services Performance Report 2011
Individual Quarterly Service Availability – 2008-2011
Detailed history for 2011 together with quarterly comparisons over the four year period 2008 to
2011 are provided on the following pages.
Network
100.0%
99.5%
99.0%
98.5%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
UCD Connect
100.0%
99.5%
99.0%
98.5%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
Staff Email
100.0%
99.5%
99.0%
98.5%
98.0%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
Student Email
100.0%
99.8%
99.6%
99.4%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
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IT Services Performance Report 2011
Individual Quarterly Service Availability – 2008-2011 (cont.)
Staff File Sharing & Connect files
100.0%
99.5%
99.0%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
Software Applications
100.00%
99.80%
99.60%
99.40%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
Staff Printing
100.0%
99.5%
99.0%
98.5%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
Student Printing
100.0%
98.0%
96.0%
94.0%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
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IT Services Performance Report 2011
Individual Quarterly Service Availability – 2008-2011 (cont.)
Internet
100.0%
99.8%
99.6%
99.4%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
Elearning
100.0%
99.8%
99.6%
99.4%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
Infoview
100.0%
99.8%
99.6%
99.4%
99.2%
99.0%
98.8%
98.6%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
Banner
100.00%
99.80%
99.60%
99.40%
99.20%
99.00%
98.80%
98.60%
98.40%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
Remote Sites
100.0%
99.5%
99.0%
98.5%
98.0%
Q1 2008 Q2 2008 Q3 2008 Q4 2008 Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011
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IT Services Performance Report 2011
Individual 4 Week Period Service Availability – 2011
Network Availability
UCD Connect
100.00%
100.00%
99.50%
99.50%
99.00%
99.00%
98.50%
98.50%
98.00%
98.00%
97.50%
97.50%
1
2
3
4 5 6 7 8 9 10 11 12 13
4 Week Periods (2011)
1
2
3
4
100.00%
100.00%
99.50%
99.50%
99.00%
99.00%
98.50%
98.50%
98.00%
98.00%
97.50%
2
3
4
5
6
7
8
6
7
8
9 10 11 12 13
Student Email
Staff email Availability
1
5
4 Week Periods (2011)
9 10 11 12 13
97.50%
1
2
3
4 Week Periods (2011)
4
5
6
7
8
9 10 11 12 13
4 Week Periods (2011)
Staff File Services
Software Applications
100.00%
100.00%
99.50%
99.50%
99.00%
99.00%
98.50%
98.50%
98.00%
98.00%
97.50%
97.50%
1
2
3
4
5
6
7
8
9
4 Week Periods (2011)
10 11 12 13
1
2
3
4
5
6
7
8
9 10 11 12 13
4 Week Periods (2011)
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9
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IT Services Performance Report 2011
Individual 4 Week Period Service Availability – 2011 (cont.)
Student Printing
Staff Printing
100.00%
99.50%
99.00%
98.50%
98.00%
97.50%
97.00%
96.50%
96.00%
95.50%
95.00%
99.00%
98.00%
97.00%
96.00%
95.00%
94.00%
93.00%
92.00%
91.00%
90.00%
1
2
3
4
5
6
7
8
9 10 11 12 13
1
2
3
4
5
6
7
8
9 10 11 12 13
4 Week Periods (2011)
4 Week Periods (2011)
Internet Availability
eLearning
100.00%
100.00%
99.50%
99.50%
99.00%
99.00%
98.50%
98.50%
98.00%
98.00%
97.50%
97.50%
1
2
3
4
5
6
7
8
1
9 10 11 12 13
2
3
4
5
6
7
8
9 10 11 12 13
4 Week Periods (2011)
4 Week Periods (2011)
Banner/SIS
Remote Sites
100.00%
99.50%
99.00%
98.50%
98.00%
97.50%
97.00%
96.50%
96.00%
95.50%
95.00%
100.00%
99.50%
99.00%
98.50%
98.00%
1
2
3
4
5
6
7
8
9 10 11 12 13
4 Week Periods (2011)
97.50%
1
2
3
4 5 6 7 8 9 10 11 12 13
4 Week Periods (2011)
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