Service Desk
As at October 2017
Ask IT Call Volumes
Monthly call volumes for 2015-2017 are shown below.
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
Communication Channels
The graph below shows the communication channels used to contact the Service Desk and the volume of each.
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.
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.
E-Waste and E-Cycling
Items have been sent to Health Sciences (destined for Samoa) and Land Search and Rescue.
Student IT Services
As at October 2017
In October, 1,155 Student IT interactions were recorded as follows.
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):
Teaching & Learning
As at October 2017
eConferencing
Information Security Office
As at October 2017
Security incidents handled by the ISO team:
A breakdown of the type of Information Security incidents for October 2017 shows:
Note: Incidents recorded in the IO incident tracking system are reflected above. Incidents recorded in AskIT may not be included in the above.
Website and FAQ system
As at August 2017
The five most frequently visited ITS webpages during August 2017:
- Visitor Network Access (11,441 unique page views)
- Staff Email (5,470 unique page views)
- Welcome to Information Technology Services (2,051 unique page views)
- Student Printing (1,008 unique page views)
- Video Streaming - Channel 5 (929 unique page views)
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:
- What should I do if I’ve forgotten my student username and password? (403 times)
- Why do I need to change my password again after it has been reset by ITS? (368 times)
- Why don't I receive any emails from my lecturer or course instructor? (287 times)
- I am a University of Otago staff member. How do I install the AnyConnect VPN software onto my Windows computer?? (280 times)
- How do I copy my PowerPoint presentation onto an ITS-managed pool lecture theatre’s computer? (166 times)
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.
Please click on the image below for a larger .pdf version.
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.
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 | 160 |
Virtualisation
As at January 2017
Summary of Host and VM capacity
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.
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.
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.
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
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.
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.
imVision Network Patching
As at September 2016
Frequency of patching per month:
Internet traffic
As at February 2017
Below are updates of the inbound and outbound Internet traffic graphs.
Inbound Internet Traffic
Outbound Internet Traffic
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.
UO_Guest Connections
Future State Guest usage continues to trend upwards
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.
Otago High Speed Data Transfer Activity
As at August 2017
The tables below show Otago High Speed Data Transfer Activity via Science DMZ:
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.
Wireless access
As at August 2017
Wifi Connectivity
Future State Guest
Wireless Access Points (WAPs)
During the period, 63 CSN WAP's were decommissioned (with the same number of new future state network being enabled).
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.
