Key Performance Indicators (KPIs)
ICTO has some Key Performance Indicators (KPIs) to evaluate the availability and performance of ICT services provided to UM members and indicate utilization of major IT resource.
Service Availability
Service availability measures the uptime of services for 7 days a week and 24 hours a day. The measurement excludes downtime for scheduled maintenance.
Duration: January to December, 2024
Key Performance Indicator | Target | Actual Performance | ||
---|---|---|---|---|
1 | Internet Connection Availability | 99.50% | 100.00% | |
2 | MyUM Portal Availability | 99.50% | 99.99% | |
3 | Staff Email Availability | 99.50% | 99.98% | |
4 | Wireless Network Service Availability | 99.50% | 99.60% | |
5 | E-bulletin board Availability | 99.50% | 99.99% | |
6 | eLearning Platform Availability | 99.50% | 99.96% | |
7 | Lotus Notes Availability | 99.50% | 99.59% | |
8 | ShareDM Availability | 99.50% | – * | |
9 | UM App Availability | 99.50% | – * | |
10 | UMDrive Availability | 98.50% | 99.76% | |
11 | UMPASS Account Service Availability | 99.50% | 99.98% | |
12 | Website Availability | 99.50% | – * |
* New KPI item. Actual performance will be available in next review.
Service Performance
Service performance refers to the actual performance of service under established target.
Duration: January to December, 2024
Key Performance Indicator |
Target | Actual Performance | ||
---|---|---|---|---|
13 | Code Quality | Maintainability Rating is A | 100.00% | – * |
14 | Reliability Rating is A | 100.00% | – * | |
15 | Security Rating is A | 100.00% | – * | |
16 | ICTO Service Calls Fulfillment within Service Target | 97.00% | 99.00% | |
17 | Provision of technical advices on IT equipment within Service Target | 97.50% | 97.96% |
* New KPI item. Actual performance will be available in next review.
Utilization of IT Resources
Utilization of IT resources indicates the usage of the services within the specified duration.
Duration: January to December, 2024
Key Performance Indicator | Utilization Average | Utilization | |
---|---|---|---|
18 | Internet Bandwidth Utilization | 13.53Gbps (95th Percentile*) | View Internet Connection |
19 | Maximum Concurrent WiFi Devices Per Day | Average: 21,571
Peak: 33,113 |
View Utilization |
* 95th Percentile means 95% of the time, the usage is below this amount. The 95th Percentile is a widely used mathematical calculation to evaluate the regular and sustained utilization of a network bandwidth.