1. 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.

2. 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
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
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
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%
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)