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ITS Service Statistics

Service Desk

As at October 2017

Ask IT Call Volumes

Monthly call volumes for 2015-2017 are shown below.

Service Desk Call Volume 2017

The number of calls made to the Service Desk this year is approximately 2,000 less than at the same time last year. From the data collected there is no particular service/topic that can be attributed to the decrease.

Calls Resolved

Calls Resolved/Closed by ITS Service Desk 2017 Year to Date

Communication Channels

The graph below shows the communication channels used to contact the Service Desk and the volume of each.

Contact Methods to Service Desk 2017

Our aim is to continue migrating from the online form to the ASK It portal thereby decreasing any delays in processing and delivering directly to the team with whom the service resides.

Desktop Support (Corporate)

Ad-hoc consultancy for the October 2017 charging period was above average at 135 hours. SLA work for the same period was also above average at 77 hours

The graph below is a comparative indication of combined Desktop Support Agreement (DSA) and Ad-Hoc Consultancy support hours DS Corp has maintained between January and December for the past five years.

Total SLA and Consultancy Hours

UO Divisional Call Log

Divisional calls logged (see graph below) show clear indications that the drop in calls can be attributed to some changes in Humanities and Health Sciences. Large negative decreases in the amount of work coming in from those divisions can be seen, which shows the variances between 2016 call numbers and 2017.

UO Divisional Call Variances

E-Waste and E-Cycling

Items have been sent to Health Sciences (destined for Samoa) and Land Search and Rescue.

eWaste & eCycle Centre Activity

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Student IT Services

As at October 2017

In October, 1,155 Student IT interactions were recorded as follows.

Student IT Interactions With Students 2017


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IT Training

As at October 2017

• 39 training sessions were attended by a total of 267 participants.
• Room hires - 10 x ½ days for October (12 x ½ days for the same period last year).


How people found out about the course (online bookings):

How people found out about IT training courses

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Teaching & Learning

As at October 2017


Zoom Total Monthly Meeting Minutes 2017

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Information Security Office

As at October 2017

Security incidents handled by the ISO team:

Information Security Incidents by month 2015 to 2017

A breakdown of the type of Information Security incidents for October 2017 shows:

Information Security Incident type for October 2017

Note:  Incidents recorded in the IO incident tracking system are reflected above.   Incidents recorded in AskIT may not be included in the above.  

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Website and FAQ system

As at August 2017

The five most frequently visited ITS webpages during August 2017:

The most popular search items on the ITS website during August 2017:

  • Syncplicity (14 times)
  • 3D Printing (13 times)
  • VPN (10 times)
  • Campus Map; Zoom (7 times each)
  • Outloook; Service Notices (5 times each)

The five most popular ITS FAQs during August 2017:

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Syncplicity Sync & Share utilisation

As at August 2017

Syncplicity and High Capacity Storage – Adoption and Utilisation

Please click on the image below for a larger .pdf version.

Syncplicity Sync & Share adoption

Please click on the image below for a larger .pdf version.

HCS (Isilon) adoption

Capacity planning Graph for Dunedin Isilon just prior to the capacity increase – dotted line is the projected usage while the grey line is actual usage including snapshot space.
We are running very low on disk at this stage. 2400 was the maximum we have available.

444 Isilon Usage Breakdown 2017

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Infrastructure and Applications dashboard

As at November 2016

Infrastructure and Virtualisation Statistics

Average Central Storage I/O operations

~85,000 IOPS

Central storage data transfer rate

~3,400 MB / second

vSphere Farm coverage

All campuses

vSphere Farm Memory (RAM)

45,085 TB

vSphere Farm Processing power

2,964 CPU cores

vSphere Farm Hosts


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As at January 2017

Summary of Host and VM capacity

Virtual Servers and Desktops

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Critical systems availability chart

As at February 2017

Systems availability measured 24/7/365 from January 2013 onwards. Click on the image to open a larger .pdf version.

Critical Systems Availability

Outage Notes:

The main issue this month has been a number of brown-outs affecting the Dunedin Isilon HCS clusters. Root cause analysis of the outages is underway, the Global support escalation team has been engaged, and mitigation steps are being taken to ensure we don’t have a repeat. Happened over Christmas / New Year and compounded by the lack of spare capacity on the cluster and high user activity levels over the break.

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Systems availability metrics

31 day periods

Note that these metrics measure the percentage of time that our environments had no performance or availability issues. Scheduled downtime is eliminated from the stats where possible.

NB the Order of the columns has been altered - now ascending month by month - to match the data sources used.

Systems Availability Metrics

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Operations Services

As at August 2017

Number of Ask IT calls assigned per month through Operations Services.


Ask IT Call Types


Operations Services Customer Types


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Backup service

As at February 2017

Success rate for backups over Last Day / Last Week / Last Month.
As at Friday 10th March, the Central ITS Backup Service Data Protection Advisor reported 100% success rate in completing backups for the previous month.

Backup Service Data Domain Utilisation

The graph below indicates the volumes backed up to date. The blue shaded section describes the fully hydrated data.
The red section shows the compressed data. Click on the image to open a larger .pdf version.

Success Rates for Backups and the Backup Data Types

Backup Service Data Domain Utilisation

Growth in Backups

The red horizontal line stretching across the top of the graph (196TB) represents total capacity of the Data Domain. The pink shaded portion represents the growth in backups and the capacity used. Click on the image to open a larger .pdf version.

Backup Growth

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imVision Network Patching

As at September 2016

imVision Patching Summary

Frequency of patching per month:

Monthly imVision Patching Summary

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Internet traffic

As at February 2017

Below are updates of the inbound and outbound Internet traffic graphs.

Inbound Internet Traffic

Inbound Internet Traffic graph

Outbound Internet Traffic

Outbound Internet Traffic graph

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eduroam connections

As at August 2017

Non Otago User: Staff and Students from other eduroam member institutions using UoO eduroam service from UoO campuses.
Otago User: UoO Staff and Students using eduroam service at other eduroam member institutions.

Click on the image to open a larger .pdf version.

eduroam Connections Per Day

UO_Guest Connections

Future State Guest usage continues to trend upwards

Client Count for SSID UO Guest

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Tuakiri activity

As at August 2017

Below is a ‘new logins’ (release rate) audit log activity graph for Tuakiri month by month – note the increase this month with the return of the students.  Click on the image to open a larger .pdf version.

New Logins to Tuakiri

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Otago High Speed Data Transfer Activity

As at August 2017

The tables below show Otago High Speed Data Transfer Activity via Science DMZ:

High Speed Transfers - Files Transferred

High Speed Transfers - Terabytes of Data Transferred

NB: The number of users per moth is being maintained, however the transfer sizes are comparatively small.

The major player here continues to be the Dunedin Study neuroimaging workload.

These two new plots are the cumulative running totals for the Otago Data Transfer Service since its inception in April 2016.

Cumulative Files Transferred 2017

Cumulative TB Transferred 2017

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Wireless access

As at August 2017

Wifi Connectivity

Total wireless concurrency for this period

Future State Guest

Future State Guest 2017

Wireless Access Points (WAPs)

During the period, 63 CSN WAP's were decommissioned (with the same number of new future state network being enabled).

Number of Wireless Access Points

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Network upgrade

As at April 2017

Network Project - Dunedin Campus

Locations in red are in scope, green denotes Future State availability. Click on the image to open a larger .pdf version.

Newtork Project Dunedin Campus

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