>> PERFORMANCE METRICS
Project Management Office
Throughout the past year, OIT’s staff responded to approximately 800 project requests
generated from all units across campus. The portfolio is balanced well among maintaining
existing infrastructure, nurturing existing applications, investing in new functionality, and
responding to quick service requests. To manage these projects, portfolio owners across
campus prioritize projects in their respective areas and as a group across all divisions to
determine campus-wide priorities. OIT teams collaborate extensively, both with internal
staff and with functional users in staff and academic units across campus, to manage scope,
protect sensitive data, define schedules, determine budgets, and deliver on commitments.
Two years ago OIT established the Project
Management Office, which developed and
OIT PORTFOLIO BY
UNIVERSITY DIVISION
rolled out formal project management practices, referred to as Systems Development
Total Projects Managed = 793
Life Cycle guidelines, to help manage our
large projects. For more information, visit
President and
UCM
www.american.edu/oit/projects.
Development
Service-Oriented
Architecture
Academic
Affairs
OIT has adopted an architecture and mind-
12%
11%
Campus Life
7%
20%
28%
22%
Technology
Infrastructure
set of providing secure, sustainable technology platforms and consistent service delivery.
Finance and Treasurer
The necessary ingredients are having the
right platform technologies, system software
This graph indicates the percentage of projects
completed for each of the university divisions
during 2009–2010.
updates, and application architecture in place
and ready at the appropriate time. Over the
past year, OIT continued to align with several
Operating System
industry-standard best practices: eliminating
as many single points of failure as possible;
maturing change management processes to
minimize unplanned service interruptions;
practicing adherence to standard maintenance
Did you know?
In 2009–2010, we doubled the number of security
windows to perform preventative maintenance
assessments completed for projects, as compared
to make the servers more stable; and
to the previous year.
continuing to establish and enhance service
level agreements to define the agreed-upon
levels of service and support for a given system.
OIT YEAR IN REVIEW: 2009–2010
27
CHANGE EVENTS RECORDED
250
200
150
# of Changes
This graph
indicates the
number of change
events recorded
to maintain and
support American
University’s
technology
services for the
past two academic
years. OIT
adopted a formal
management
process in May of
2008.
100
50
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y
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0
AY2009–2010
SERVICE LEVEL AGREEMENT PERFORMANCE ACHIEVED
100
99.95
Service Availability Percentage
This graph
indicates the
historical trend
over the past
two academic
years of the
service availability
percentage
achieved after
a service level
agreement was
implemented.
A 99.9 percent
service availability
was set for each of
these services.
99.9
99.85
99.8
99.75
99.7
99.65
99.6
99.55
99.5
AU Campus
Connect
Blackboard
Academic Suite
Blackboard
Transaction System
AY2008–2009 28
C-Cure Access
System
EagleBucks Printing
AY2009–2010
OIT YEAR IN REVIEW: 2009–2010
AVERAGE CONCURRENT WIRELESS NETWORK USERS
2500
2000
1500
# of Users
1000
500
y
AY2008–2009 Ju
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0
Au
This graph
indicates the
historical trend
of the average
number of
concurrent
users taking
advantage of AU’s
wireless network
infrastructure
during the past
two academic
years. Usage
continues to
increase as
the wireless
experience
improves and
laptops become
ubiquitous.
AY2009–2010
AU NETWORK USERS BY OPERATING SYSTEM
This graph indicates
the percentage of
users logging in to
the AU network with
each of the various
operating systems
during 2009–2010.
Note: The Windows 7
operating system was
released
to consumers
Operating
System
in October 2009.
Did you know?
Windows 7
12%
Windows
Vista
21%
36%
Windows
XP
31%
OIT has negotiated 14 service
level agreements with our campus
partners to formalize the service
Macintosh
structure and allow for consistent
service delivery.
OIT YEAR IN REVIEW: 2009–2010
29
Service Delivery and Support
OIT strives to meet and exceed the service delivery and support
needs of our customers, namely AU faculty, staff, students, parents,
alumni, and administrators. The customer services and support and
Did you know?
network operations teams within OIT work around the clock to assist
1,325 AU employees attended OIT
our customers, and we are constantly looking for ways to improve our
training classes during 2009–2010.
service offerings and delivery. The following metrics showcase the
enormous volume and complexity of IT training and service requests.
ATTENDANCE AT OIT TRAINING CLASSES
180
160
140
120
# of Attendees
100
80
60
40
20
y
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Au
This graph
indicates the
historical trend
of the number of
AU employees
who attended OIT
training classes
during the past
two academic
years. Note: We
attribute the
increase over
the past year to
inclusion of OIT
training events in
the university-wide
calendar.
AY2009–2010
Help Desk Service
Requests by Submission
Method
HELP DESK SERVICE REQUESTS BY SUBMISSION METHOD
Instant Message
Web
This graph
indicates the
percentage of
service requests
submitted to the
help desk via
telephone, e-mail,
instant message,
or self-service
through the Web
during 2009–2010.
30
3%
2%
E-Mail
41%
54%
Telephone
OIT YEAR IN REVIEW: 2009–2010
Help Desk Service
Requests
by User Group
HELP DESK SERVICE REQUESTS BY USER GROUP
Faculty
13%
This graph
indicates the
percentage of
service requests
made by different
user groups during
2009–2010.
Help Desk
Service
Requests
by
Category
This graph
indicates the
percentage of
the 47,064 total
service requests
that fell into each
major category
during 2009–2010.
The smaller graph
indicates the
percentage of
service requests
pertaining to
highlighted
AU software
applications.
Students
55%
32%
Staff
HELP DESK SERVICE REQUESTS BY CATEGORY
Help Desk
Password
Service
Information Security
9%
Network
Accounts
Requests
by
Category
9%
General Requests
7%
5% Telecommunications
4% Hardware
12%
3% Viruses
2% Student Network Installations
2% Other
14%
33%
Software
E-Mail
31%
Did you
know?
47,064 IT service
requests were
SERVICE CALLS
PERTAINING TO
AU SOFTWARE
APPLICATIONS
20%
Blackboard
5%
13%
7%
Content Management
System
12%
my.american.edu
All Others
Datatel
12%
Operating System and
Office Applications
resolved by OIT staff
or our partners during
2009–2010.
OIT YEAR IN REVIEW: 2009–2010
31
100
% Satisfied with Overall Support
This graph
indicates the
historical trend
over the past five
years of customers
who stated on
point-of-service
surveys that they
were satisfied
with the overall
support provided
by the OIT help
desk. Please note:
Point-of-service
surveys are sent at
random to every
tenth customer
at the time of the
service request
closure.
HELP DESK CUSTOMER SATISFACTION LEVELS
ON POINT-OF-SERVICE SURVEYS
90
80
70
60
50
40
30
20
10
0
2005–2006
2006–2007
2007–2008
2008–2009
Year
2009–2010
7,000
90
6,000
80
70
5,000
60
4,000
50
3,000
40
30
2,000
20
1,000
Average Time Until Resolution in Hours
# of Service Requests Resolved
OIT SERVICE REQUESTS RESOLVED AND AVERAGE TIME TO RESOLUTION
10
0
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# of Requests—AY2008–2009 Avg. Hours to Resolve—AY2008–2009 r
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# of Requests—AY2009–2010
Avg. Hours to Resolve—AY2009–2010
This graph indicates the historical trend over the past two years of the number of service requests resolved
by OIT staff and our partners, compared to the average amount of time to identify a resolution to the service
request. Despite an increase in the number of service requests reported and handled by OIT, the average
amount of time to identify a resolution was reduced by 24 percent for the year.
32
OIT YEAR IN REVIEW: 2009–2010