Service Delivery Dashboard: FY17 Overview Service Delivery Highlights In Q4 FY17, trends in use of HUIT services continued. Ticket volume held fairly steady from Q3. Incident Type tickets increased 19% while Request Type tickets decreased 5% from FY16. Top Service Offerings remain the same through FY17, making up 40% of all tickets opened in Q4. They are Authentication Services, Desktop/Laptop Software and Hardware, and Office 365. VoIP line migration was on target, reaching 35% at end of Q4 of the overall 21,400 target. VoIP devices accounted for 12% of total devices registered on networks in Q4. User satisfaction averages based on post-ticket 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 Q4, dropping 17% from FY16. 55% of Q4 MIs lasted over 2 hours. 1 MI was escalated to Category 2. Most affected services were Wireless or other Networking, and Human Resources Systems (PeopleSoft). Volume: Tickets Opened and Units Delivered 48,000 students, staff, & faculty Tickets Opened Internet Usage (Avg. Mbps) HUIT-Managed Storage* * applications, file shares, video, backup,  & archive. Includes Library storage, except data on tape. NOC storage new Q2. Note: Due to network border configuration upgrades, FY17 Q2 NOX data is extrapolated Year-End Totals 25,663 new in Q4 382,000 Devices registered on networks 56,326 for Spring my.Harvard course enrollments 2,372 in Q4 7,556 (35% of Target) Lines migrated to VoIP 13,265 Managed PCs 5,870 Canvas courses 1,945 new in FY17 8,129 HWP sites 71,000 CPU cores for Research Computing 87,545 Avg/month in Q4 Unique HarvardKey logins 66,038 Duo enrollments 2,879 LastPass activations Quality: Satisfaction and Operating Metrics User Satisfaction Average Major Incidents Ticket Reassignment Counts Service Level Targets proxy. Highest reassignment count for one ticket in Q4 is 21.

Service Delivery Dashboard: FY17 Q4 HUIT Services as of this quarter IT Help Self-Service Portal Metrics Categories and Services # of offerings I.  Teaching and learning 12 1 University Video Technologies 3 2 University Academic Technologies 4 FAS Academic Technologies Learning Spaces Support II. Library Technology Services 10 5 Library Access and Discovery 6 Library Collections 7 Library Research and Learning Services III.  Administrative Systems 105 8 Alumni Affairs and Development Systems 9 Athletics Systems FAS Admin Services 11 FAS Student Admin Systems Financial Systems 13 Human Resource Systems 14 Localized Document Repository Systems 15 Museum Systems 16 my.harvard 17 Research Administration & Compliance Systems 18 University Admin Systems 19 Web Publishing Services 20 Campus Services Systems 21 Operational Tech and Physical Security Systems 22 Payment/PCI Systems IV.  End user computing 27 23 Collaboration Services 24 Email and Calendars 25 Field Support Services 26 Network Services Phone Services V.  IT Security 28 Info Security Education and Consulting 29 Info Security Operations and Engineering VI.  IT Provider Services 30 Cloud Services 31 IT Tools 32 Identity and Access Services 33 Server Administration VII.  Data Management Services 34 Data Analysis and Reporting 35 Data Integration 36 Data Management Total 200 Summary IT Help, the HUIT self-service portal, went live in FY17 Q4, on April 28, 2017. By the end of Q4 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%). 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 FY18. Most Visited Pages Top 10 Portal Search Topics Wireless and Wifi Print, Printing, and Printer MIDAS VPN Email Harvard Phone and Centrex Canvas Crashplan Harvard Training Portal POI Page Count Percentage KB Articles 8,124 25.09% IT Help Home 6,833 21.10% Login Redirect Page 2,656 8.20% Catalog Categories 2,399 7.41% Catalog Items 2,054 6.34% Submit a Ticket Form 1,671 5.16% Request Something 1,312 4.05% My Tickets Home 1,291 3.99% Search Results Page 1,275 3.94% INC Tickets 1,225 3.78% Other 3,539 10.93% Total 32,379 Portal Tickets by Service Service 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 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)