HSSU ITS measures quality of its services and initiatives through a variety of Key Performance Indicators (KPIs).  KPIs for the ITS office include the following:

  • Network services usage (as measured through traffic analysis and stakeholder satisfaction surveys)
  • Computer resource availability (as measured through lab usage statistics)
  • Help Desk services (as measured through office-experience surveys)
  • Employee efficiency (as measured through Help Desk task-data analysis)
  • Service reliability (as measured by annual downtime of individual services)
  • Cost/benefit/ROI of IT projects (as measured by budget reviews and assessments of project outcomes)
  • Information Security (as measured by incident reports to the institution's Security Incident Response Team, DR testing, and annual risk analysis)
HSSU IT Services subscribes to iterative improvement as a philosophy and continuously seeks to achieve excellence in service and stakeholder satisfaction.
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