Ohio University

Service Metrics

The Websites Service publishes statistics and metrics regarding the service's performance. Use the links below to jump to the different sections:

Service Metrics

Service availability is tracked on a fiscal year basis and shown as a percentage of total time available based on a 24/7/365 schedule. Ticket response and resolution times are tracked on a monthly basis, reporting the average time in hours.

Service Availability:

2018-2019: 99.9446%

Incidents:

Period Response Time (High Priority) Resolution Time (High Priority) Count Response Time (Normal Priority) Resolution Time (Normal Priority) Count
2018‑12 0.42 hours 4.62 hours 1 1.76 hours 7.46 hours 21
2019-01 1.77 hours 6.06 hours 3 0.93 hours 3.19 hours 21
2019-02 2.36 hours 4.57 hours 3 1.79 hours 5.24 hours 12
2019-03 0.33 hours 0.33 hours 1 1.47 hours 4.80 hours 14

Service Requests:

Period Response Time (High Priority) Resolution Time (High Priority) Count Response Time (Normal Priority) Resolution Time (Normal Priority) Count
2018‑12 3.34 hours 4.76 hours 1 4.89 hours 27.87 hours 97
2019-01 1.34 hours 1.63 hours 5 5.83 hours 12.55 hours 105
2019-02 1.77 hours 11.84 hours 3 6.41 hours 21.99 hours 106
2019-03 2.24 hours 5.04 hours 3 4.23 hours 23.39 hours 93

 

Web CMS Hour Allocation & Usage, Spring 2019:

Planning Unit Hours Allocated Hours Used Hours Balance
AIRPORT 20 0 20
ARTS AND SCIENCES 173 0 173
ATHENA 20 0 20
ATHLETICS 23 0 23
BUSINESS 124 0 124
CAMPUS RECREATION 20 0 20
CHILLICOTHE 59 0 59
COMMUNICATION 87 51.25 35.75
DINING 26 0 26
DIVERSITY AND INCLUSION 20 4.75 15.25
EASTERN 36 0 36
EDUCATION 80 0 80
ENGINEERING 91 0 91
ENROLLMENT MANAGEMENT 23 3.5 19.50
ENVIRONMENTAL HEALTH & SAFETY 20 0 20
EXEC DEAN REGIONAL CAMPUSES 20 0 20
FACILITIES MANAGEMENT & SAFETY 21 0 21
FINE ARTS 55 1.75 53.25
GRADUATE COLLEGE 20 0 20
HCOM ATHENS 45 2.75 42.25
HCOM CLEVELAND 27 0 27
HCOM DUBLIN 27 0 27
HEALTH SCIENCES (CHSP) 199 2.75 196.25
HONORS 20 0 20
HOUSING 21 0 21
HUMAN RESOURCES 21 0 21
INFORMATION TECHNOLOGY 24 0 24
INSTRUCTIONAL INNOVATION 21 0 21
ISFS 20 0 20
KENNEDY MUSEUM 20 0 20
LANCASTER 60 0 60
LIBRARY 22 22 0
MARKETING 20 0 20
OGAIS (International Studies) 25 0 25
PRESIDENT 21 9 12
PRINTING 20 0 20
PROVOST 21 0 21
SOUTHERN 56 0 56
TRANSPORTATION 21 3.7 17.30
UNIVERSITY COLLEGE 73 0.25 72.75
VOINOVICH 25 0 25
VP FINANCE & ADMINISTRATION 25 1.4 23.60
VP OF ADVANCEMENT 22 0 22
VP OF RESEARCH 22 0 22
VP OF STUDENT AFFAIRS 23 2.83 20.17
WELLWORKS 20 0 20
WOUB 21 0 21
ZANESVILLE 51 0 51

 

Incident Reports

When an incident impacts the Websites Service Level Agreement, it is documented and published here..