Each week, to measure ITSS performance against key client satisfaction indicators, ITSS captures and publishes a number of service measures. You can find these metrics at:
http://www.stanford.edu/services/itmetrics/
The topics measured include:
- Help Desk resolution speed and efficiency,
- Performance of the PeopleSoft and Oracle applications and their related reporting environments,
- Network stability,
- Telecommunications order processing efficiency, and
- Campus desktop security deployment.
While these service measures are published weekly, ITSS also provides links to historical performance trends and uses these measures to identify areas of necessary attention. The target measures, which ranges from system availability percentages to days-to-process orders, were set as "stretch goals", which are possible to be achieved with effort, and which will produce an excellent customer service experience. The goals are reviewed on a regular basis to make sure they remain effective targets.
Questions or comments about ITSS performance and availability metrics can be directed to the ITSS Customer Satisfaction team, at itss-survey@lists.stanford.edu.
