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Key Performance Indicators (KPIs) for IT Services

ITS are committed to providing high quality and reliable services that meet the requirements of our users.  KPIs provide one mechanism for measuring performance against targets and user expectations. 

The following KPIs are currently being compiled on a regular basis for aspects of the services provided by IT Services.  These are aimed at providing an indication of how well we are meeting targets (e.g. for system availability and user satisfaction) together with measures relating to the volume and use of some of our services.  In addition some of these KPI can be linked to strategic objectives included in the College corporate plan relating to student experience and their satisfaction with the provision of support services.

We will keep the provision of such KPIs under review and would welcome feedback from our user community regarding any additional indicators that may prove useful.

Student Satisfaction with IT Services (from annual survey) 

Availability of core websites

Email usage

PC Workstation usage

Wifi usage (eduroam)

Service Desk - Number of Calls

Panopto usage (per week)