Service Delivery Dashboard FY 17 Overview 40 000

Service Delivery Dashboard: FY 17 Overview 40, 000 49, 848 43, 650 47, 714 43, 328 13, 893 13, 504 14, 167 14, 000 47, 051 45, 697 12, 000 44, 179 40, 962 39, 345 39, 197 36, 964 38, 333 30, 000 10, 000 40, 302 8, 000 32, 569 6, 000 20, 000 8, 852 9, 311 8, 195 6, 840 12, 154 11, 096 10, 921 10, 863 9, 618 Q 1 Q 2 1000. 0 Q 3 Q 4 75% 58% 59% 62% 63% 67% 68% 53% 1 6 Q 1 FY 2016 Q 2 Q 3 Q 4 Year-End Totals 1, 945 5, 870 new in FY 17 Lines migrated to Vo. IP Canvas courses 8, 129 HWP sites 71, 000 CPU cores for Research Computing 13, 265 Managed PCs [VALUE] Desktop [VALUE E] ] Laptop [VAL UE] 4 6 Q 1 FY 1 7 Q 1 FY 2 7 Q 1 FY standard Usable (TBs) 3 7 Q 1 FY 4 7 Q 1 FY NOC % Utilized 25, 663 new in Q 4 382, 000 2, 372 in Q 4 7, 556 (35% of Target) my. Harvard course enrollments 6 Q 1 FY * applications, file shares, video, backup, & archive. Includes Library storage, except data on tape. NOC storage new Q 2. Note: Due to network border configuration upgrades, FY 17 Q 2 NOX data is extrapolated 56, 326 for Spring 3 2 6 Q 1 FY premium Backup FY 2017 2, 795 2, 695 2, 772 2, 247 2, 414 1, 995 2, 009 2000. 0 1, 826 0. 0 FY 2015 FY 17 Requests/Other FY 16 FY 14 2, 430 3000. 0 0 FY 17 Incidents FY 15 FY 17 4, 077 3, 815 4, 048 3, 429 3, 396 3, 599 4000. 0 2, 000 0 5, 240 5000. 0 4, 000 10, 000 • Vo. IP line migration was on target, reaching 35% at end of Q 4 of the overall 21, 400 target. • Vo. IP devices accounted for 12% of total devices registered on networks in Q 4. Devices registered on networks 87, 545 2, 879 66, 038 Avg/month in Q 4 Last. Pass Duo enrollments Unique activations Harvard. Key logins Windows Mac Other Quality: Satisfaction and Operating Metrics User Satisfaction Average 4. 8 30 4. 8 20 39 800 [V AL 24 UE ] 600 21 23 21 24 23 20 19 0 10 Q 1 Q 2 Q 3 FY 17 Quality of Service FY 17 Quality of Solution FY 16 Quality of Service Q 4 Q 1 0 -30 min 120+ min FY 17 Total Q 2 Q 3 31 -60 min FY 15 Total Q 4 61 -120 min FY 16 Total 706 655 685 1, 040 829 Q 1 0 944 850 400 200 982 Q 2 715 Q 3 585 3% 4. 7 4. 8 40 1, 012 1, 004 1, 000 1. 4. 8 4. 7 1, 200 50 5% 4. 8 1. 4. 8 Ticket Reassignment Counts 9% 5. 0 4. 8 4. 6 4. 4 4. 2 4. 0 3. 8 3. 6 3. 4 3. 2 3. 0 Major Incidents 1. • User satisfaction averages based on postticket surveys remained high at over 4. 8/5 with a 2% response rate. • Tickets reassigned more than 4 times further lowered below the goal of 1. 5% of all opened tickets. The most represented services were Office 365, Desktop/Laptop Software and Hardware, Storage, Database Services and Authentication. • Number of Major Incidents decreased to 20 in Q 4, dropping 17% from FY 16. • 55% of Q 4 MIs lasted over 2 hours. • 1 MI was escalated to Category 2. • Most affected services were Wireless or other Networking, and Human Resources Systems (People. Soft). 51, 940 HUIT-Managed Storage* 6000. 0 16, 000 56, 677 60, 000 50, 000 Internet Usage (Avg. Mbps) 8% • Ticket volume held fairly steady from Q 3. • Incident Type tickets increased 19% while Request Type tickets decreased 5% from FY 16. • Top Service Offerings remain the same through FY 17, making up 40% of all tickets opened in Q 4. They are Authentication Services, Desktop/Laptop Software and Hardware, and Office 365. Tickets Opened 1. In Q 4 FY 17, trends in use of HUIT services continued. 48, 000 students, staff, & faculty Volume: Tickets Opened and Units Delivered Service Delivery Highlights Q 4 FY 17 Tickets Reassigned >4 times Target 1. 5% of FY 17 Opened Tickets FY 16 Tickets Reassigned >4 times FY 17 % of Opened Tickets Service Level Targets proxy. Highest reassignment count for one ticket in Q 4 is 21.

Service Delivery Dashboard: FY 17 Q 4 IT Help Self-Service Portal Metrics HUIT Services as of this quarter Summary Ticket Intake Type IT Help, the HUIT self-service portal, went live in FY 17 Q 4, on April 28, 2017. • By the end of Q 4 IT Help logged over 32, 000 total page views, 50% from unauthenticated users, the rest from 1, 270 unique users. • KB Article pages received the most traffic, supporting active use of the Knowledge Base by user-impacting initiatives and applications. • Over 1, 700 tickets and 1, 600 catalog requests were submitted from a portal form. • The portal also received 15 feedback submissions, most of which were enhancement suggestions (40%) followed by bug reports (27%). 70, 000 60, 000 50, 000 40, 000 30, 000 20, 000 Most Visited Pages Top 10 Portal Search Topics 1) Wireless and Wifi 2) Print, Printing, and Printer 3) MIDAS 4) VPN 5) Email 6) Harvard Phone and Centrex 7) Canvas 8) Crashplan 9) Harvard Training Portal 10) POI Page Count Percentage 8, 124 6, 833 2, 656 2, 399 2, 054 1, 671 1, 312 1, 291 1, 275 1, 225 3, 539 32, 379 25. 09% 21. 10% 8. 20% 7. 41% 6. 34% 5. 16% 4. 05% 3. 99% 3. 94% 3. 78% 10. 93% KB Articles IT Help Home Login Redirect Page Catalog Categories Catalog Items Submit a Ticket Form Request Something My Tickets Home Search Results Page INC Tickets Other Total 10, 000 0 1, 739 40 20 0 474 195 115 230 485 467 232 5, 000 4, 500 4, 000 3, 500 3, 000 2, 500 2, 000 1, 500 1, 000 409 500 0 t ls rt er es en gi oo th po d vic vic v T o m p n r r r O l e le IT g Su Se Se Se no Ca n na rt ss rk es ch ne o a d o c e i o e o t c a T M an p pp tw ra Ph Ac p ic Su ail g. S d bo Ne m to n n a d e k i m l l s l E ad rn ya Fie Co De ea Ac tit > L n y t e it or Id rs pp ve i u S Un ld Fie Articles Published in Q 4 Articles Previously Published s ice es es vic es Services: +2 (FAS and University Academic Technologies) Last updated: 7/14/17 Offerings: net change +1 (Data Integration +3, Core Teaching – 5, FAS/University Academic +4 all new, University Video – 1) es s ar 7. 0% FY 17 Q 1 FY 17 Q 2 FY 17 Q 3 FY 17 Q 4 Phone Portal INC Portal Percent Includes ticket submissions from legacy portal. Historic data is provided for context. Primary intake for Catalog Request is the portal and will be folded into Portal data starting FY 18. Article Views 80 60 6. 6% Service 4, 420 4, 183 6. 2% Portal Tickets by Service 120 100 5. 8% Email Other Portal Catatlog Req Published KB Articles and Article Views KB Articles Categories and Services # of offerings Teaching and learning 12 University Video Technologies 3 University Academic Technologies 4 FAS Academic Technologies 2 Learning Spaces Support 3 Library Technology Services 10 Library Access and Discovery 5 Library Collections 3 Library Research and Learning Services 2 Administrative Systems 105 Alumni Affairs and Development Systems 5 Athletics Systems 5 FAS Admin Services 11 FAS Student Admin Systems 11 Financial Systems 9 Human Resource Systems 12 Localized Document Repository Systems 2 Museum Systems 2 my. harvard 10 Research Administration & Compliance Systems 2 University Admin Systems 7 Web Publishing Services 3 Campus Services Systems 16 Operational Tech and Physical Security Systems 8 Payment/PCI Systems 2 End user computing 27 Collaboration Services 3 Email and Calendars 6 Field Support Services 9 Network Services 3 Phone Services 6 IT Security 5 Info Security Education and Consulting 3 Info Security Operations and Engineering 2 IT Provider Services 27 Cloud Services 1 IT Tools 5 Identity and Access Services 4 Network Services 8 Phone Services 1 33 Server Administration 8 VII. Data Management Services 14 34 Data Analysis and Reporting 4 35 Data Integration 6 36 Data Management 4 Total 200 I. 1 2 3 4 II. 5 6 7 III. 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 IV. 23 24 25 26 27 V. 28 29 VI. 30 31 32 Count Percentage Email and Calendars 595 34. 75% Field Support Services 426 24. 88% Identity and Access Services 200 11. 68% Network Services 56 3. 27% Human Resources Systems 53 3. 1% Phone Services > Desk Phone 49 2. 86% (empty) 44 2. 57% Server Administration 39 2. 28% Web Publishing Services 29 1. 69% Email and Calendars > Google Apps for Harvard 25 1. 46% Other 196 11. 45% Total 1, 711