aits fy16 metrics report · 2016-11-09 · aits fy16 metrics report as of 7/1/2016 university of...

AITS FY16 Metrics Report

As of 7/1/2016 University of Illinois Administrative Information Technology Services

Administrative Information Technology Services

FY16 AITS Metrics 1

AITS FY16 Metrics

Overview

AITS provides a wide range of administrative information technology solutions and services to 80,000

students and 24,000 employees across the university community that are accessible, reliable, accurate,

efficient, and responsive to customer needs. Administrative IT systems at the university are utilized in

areas such as student services, finance, human resources, facilities, advancement, and research

administration to support the mission activities of the enterprise, create efficiencies in business

processes through automation, and to provide business intelligence services to help with data analysis

and inform decision making. A full overview of the AITS unit and its operations is available in the AITS

FY16 Annual Report posted on the AITS web site at go.uillinois.edu/AITSReports.

This collection of metrics is designed to supplement and support the AITS strategic plan and progress

report. The metrics were collected and compiled by the individual groups within AITS as a means for

measuring progress and efficiency. Organizations within AITS have been collecting metrics for several

years. This document consolidates these metrics and also identifies new items to measure. AITS, and its

customers throughout the University of Illinois, will review these measurements.

This report is intended to:

Provide a transparent overview of AITS operations and performance. Set performance goals and operational expectations for the next year. Determine if the metrics provided in the report are still relevant and if any are missing, then

implement processes for collecting the information that was not available for this report. Refine views of the data to increase the utility of the information and make interpretation

easier.

The measurements that are presented individually in this report can be combined or refined for use in presentations, discussions, and other reports to assist the AITS customers.

These metrics have been organized into the following categories:

Reliability

Customer Service

Projects

Services Offered

Infrastructure


FY16 AITS Metrics 2

Table of Contents AITS FY16 Metrics-Executive Summary ....................................................................................................................................................................... 3

Reliability ..................................................................................................................................................................................................................... 5

Banner and Related Systems Availability ............................................................................................................................................................... 5

Enterprise Data Warehouse (EDW) Availability ..................................................................................................................................................... 6

Enterprise Data Delivery Information Environment (EDDIE) Availability ............................................................................................................... 6

Customer Service ........................................................................................................................................................................................................ 7

Banner Self Service Usage ...................................................................................................................................................................................... 7

Student Transactions ............................................................................................................................................................................................. 8

Human Resources (HR) Transactions ................................................................................................................................................................... 10

Financial Transactions .......................................................................................................................................................................................... 11

EDDIE Sessions ..................................................................................................................................................................................................... 12

Security Requests................................................................................................................................................................................................. 13

Service Desk Requests ......................................................................................................................................................................................... 14

Service Desk Manager (SDM) First Resolution Percentage .................................................................................................................................. 14

KnowledgeBase (KB) Hits ..................................................................................................................................................................................... 15

Business Intelligence/Data Warehouse (BI/DW) Support Cases Opened by Request Area .................................................................................. 16

BI/DW Training .................................................................................................................................................................................................... 16

Projects ..................................................................................................................................................................................................................... 17

Project Type and Hours ........................................................................................................................................................................................ 17

PMO Performance ............................................................................................................................................................................................... 20

Services Offered (Systems) ........................................................................................................................................................................................ 21

Departmental System Support............................................................................................................................................................................. 21

Messaging ............................................................................................................................................................................................................ 22

Message Availability ............................................................................................................................................................................................ 23

Object Use and Availability .................................................................................................................................................................................. 24

Infrastructure ............................................................................................................................................................................................................ 25

DBs and Servers ................................................................................................................................................................................................... 25

Equipment Age .................................................................................................................................................................................................... 26

Computer Support ............................................................................................................................................................................................... 27

Data Center Backup Storage and Capacity ........................................................................................................................................................... 28

Configuration Items (CI) Supported ..................................................................................................................................................................... 29

CI Change Request Selections .............................................................................................................................................................................. 30

Change Orders by Change Category .................................................................................................................................................................... 31

Successful Change Orders by Type ....................................................................................................................................................................... 32

Change Orders Categorized “Not Successful” by Type ......................................................................................................................................... 32

Total Change Requests (CR) Submitted................................................................................................................................................................ 33

New and Decommissioned CIs and Servers ......................................................................................................................................................... 33

Weekend Rollouts ................................................................................................................................................................................................ 34


FY16 AITS Metrics 3

AITS FY16 Metrics-Executive Summary This chart represents a portion of the AITS metrics in a chart to evaluate trends. Additional metrics and full information are available throughout the document.

Category Page # Metric This FY (2016) Last FY (2015) % Change 5 Year Trend

Reliability 5 Banner and Related Systems Availability 100.0% 100.0% 0%

Reliability 6 EDDIE-Scheduled Outages 8 16 -800%

Reliability 6 EDDIE-Unscheduled Outages 4 4 0%

Reliability 6 EDDIE-Partial Outages 4 8 -400%

Reliability 6 EDW-Scheduled Outages 4 2 200%

Customer Service 7 Banner Self-Service Usage 9,042,769 8,523,626 6%

Customer Service 8 Banner-Student Application Transactions 303,000 288,000 5%

Customer Service 8 Banner-Financial Aid Disbursements 535,600 574,000 -7%

Customer Service 9 Banner-Registration Record Transactions 12,823,000 12,122,000 6%

Customer Service 9 Banner-Courses Completed 703,000 685,900 2%

Customer Service 10 Banner-Regular Payroll Transactions 887,800 872,000 2%

Customer Service 10 HR Front End Transactions (HRFE) 136,700 141,000 -3%

Customer Service 11 eProcurement Transactions (iBuy) 158,600 164,000 -3%

Customer Service 11 Travel & Expense Reimbursements (TEM) 244,400 274,000 -11%

Customer Service 12 EDDIE Sessions 3,138,555 473,166 563%

Customer Service 13 Security Requests-SECAPP Requests 31,663 24,872 27%

Customer Service 13 Security Requests-Service Desk Tickets 52,965 50,788 4%

Customer Service 14 AITS Service Desk Tickets Closed 3,043 3,191 -5%

Customer Service 15 KnowledgeBase Use-All KBs 2,772,750 188,321 1372%

Customer Service 16 BI/DW Training (Attendees) 389 381 2%

Customer Service 16 BI/DW Support Cases Opened 1105 1234 -10%


FY16 AITS Metrics 4

Category Page # Metric This FY (2016) Last FY (2015) % Change 5 Year Trend

Services 23 Enterprise Messages Received 243,604,480 287,376,571 -15%

Services 23 Enterprise Messages Delivered 343,196,664 403,931,491 -15%

Services 25 Enterprise Objects Available by month (avg) 218 202 8%

Services 25 Enterprise Objects Used by month (avg) 145 137 6%

Infrastructure 26 Active Databases 1,226 1,410 -13%

Infrastructure 26 Host Servers 55 50 10%

Infrastructure 27 Equipment Age 5 or > Years 19% 27% -8%

Infrastructure 27 Equipment Age 4 Years 13% 12% 1%

Infrastructure 27 Equipment Age 3 Years 1% 20% -19%

Infrastructure 27 Equipment Age 2 Years 15% 22% -7%

Infrastructure 27 Equipment Age 1 Year 24% 14% 10%

Infrastructure 28 Customer Workstation/Computer Support 2,307 2,348 -2%

Infrastructure 29 Data Center Allocated Configured Capacity in TBs 439 386 14%

Infrastructure 29 Data Center Back Up Storage 1,589 1,351 18%

Infrastructure 30 Configuration Items (CI) Supported 688 659 4%

Infrastructure 31 Change Requests-Banner Infrastructure Impacted 672 693 -3%

Infrastructure 31Change Requests-Non-Banner Infrastructure

Impacted9,814 10,061 -2%

Infrastructure 31 Total Change Requests 2,065 1,949 6%

Infrastructure 33 Successful Change Requests 2,007 1,870 7%

Infrastructure 33 Labeled "Not Successful" Change Requests 48 157 -69%

Infrastructure 35 Weekend Rollouts Per Year 25 33 -24%

Infrastructure 35 Weekend Changes Per Year 54 65 -17%


FY16 AITS Metrics 5

Reliability Banner and Related Systems Availability Description: Banner is used by students, faculty, and staff to register for classes, pay tuition, apply for

admissions, grade students, pay employees, make needed departmental purchases related to learning, and

generate transcripts. As such, it is truly a 24x7 critical system that people depend on to be available. This

availability measurement includes Banner Self Service and the systems and services upon which it depends,

such as: apps.uillinois.edu site, EAS, brokers, Banner database, the network, the campus backbone, and

application servers.

99.81% 99.94% 99.99% 99.98% 99.99%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2012 2013 2014 2015 2016

Banner Self Service availabilityby fiscal year excluding planned outages


FY16 AITS Metrics 6

Enterprise Data Warehouse (EDW) Availability Description: The following chart shows the planned outages of the Enterprise Data Warehouse (EDW). This shows that there were no unplanned or partial outages for the EDW over the last 3 fiscal years.

Enterprise Data Delivery Information Environment (EDDIE) Availability EDDIE is the reporting tool supported by AITS. Over the last 3 years, there have been upgrades and enhancements to the software so that it is more current and up-to-date with the vendor, Business Objects.

3

2

4

0

1

2

3

4

5

2014 2015 2016

EDW Outages

Scheduled Outages Unscheduled Outages Partial Outages

17 16

8

3 4

4

118

4

0

5

10

15

20

25

30

35

2014 2015 2016

EDDIE Outages

Scheduled Outages Unscheduled Outages Partial Outages


FY16 AITS Metrics 7

Customer Service Banner Self Service Usage Description: Banner Self Service is used by students to register for classes, request transcripts, pay tuition,

and apply for admission. It is also used by faculty to grade students, view class rosters, etc. As such we want

to monitor usage of these services and manage performance and capacity to ensure the system is available

24x7.

Banner Self Service usage shows the number of sessions per year for the Banner Self Service web site. A

'Session' is defined as a series of clicks on the site by an individual visitor during a specific period of time. A

Session is initiated when the visitor arrives at the site, and it ends when the browser is closed or there is a

period of inactivity. This measurement, used in conjunction with the Availability metric above, provides

customers with idea of the vast number of sessions initiated each month/year and how important high

availability is.

8,746,605

9,203,847

8,336,026

8,523,626

9,042,769

7,800,000

8,000,000

8,200,000

8,400,000

8,600,000

8,800,000

9,000,000

9,200,000

9,400,000

2012 2013 2014 2015 2016

Banner Self Service Usage by fiscal year


FY16 AITS Metrics 8

Student Transactions There are a number of transactions supported by AITS that have a direct impact on students.

255,400

271,000

299,000

288,000

303,000

230,000

240,000

250,000

260,000

270,000

280,000

290,000

300,000

310,000

2012 2013 2014 2015 2016

Student Application Transactions

588,700555,000

467,000

574,000

535,600

0

100,000

200,000

300,000

400,000

500,000

600,000

700,000

2012 2013 2014 2015 2016

Financial Aid Disbursements


FY16 AITS Metrics 9

Courses completed indicates processes including course rosters distributed, mid-term grade completion, final rosters, grades recorded by faculty and grades recorded onto transcripts.

Registration transactions include multiple transactions by students for each course enrolled such as course searching, initial course registration and adding/dropping courses.

677,200 677,300

681,200

685,900

703,000

660,000

665,000

670,000

675,000

680,000

685,000

690,000

695,000

700,000

705,000

2012 2013 2014 2015 2016

Courses Completed

12,240,000

12,122,000

12,343,500

12,122,000

12,823,000

11,600,000

11,800,000

12,000,000

12,200,000

12,400,000

12,600,000

12,800,000

13,000,000

2012 2013 2014 2015 2016

Registration Records Transactions


FY16 AITS Metrics 10

Human Resources (HR) Transactions There are a number of transactions to support the HR processing across the University System. HR processes include hiring new employees, job changes for staff and payroll.

Payroll Transactions—does not include One Time Pay transactions nor Payroll Adjustments

128,300

131,500

138,000

141,000

136,700

120,000

125,000

130,000

135,000

140,000

145,000

2012 2013 2014 2015 2016

HR Front End Transactions

833,200

848,800

862,600

872,000

887,800

800,000

810,000

820,000

830,000

840,000

850,000

860,000

870,000

880,000

890,000

900,000

2012 2013 2014 2015 2016

Regular Payroll Transactions



Financial Transactions There a number of transactions that support financial processing across the University of Illinois System. Note: The Travel and Expense system went live during FY12 so those numbers represent start up transactions processed.

eProcurement-Includes transactions processed through the iBuy system

45,300

272,000 268,500 274,000

244,400

0

50,000

100,000

150,000

200,000

250,000

300,000

2012 2013 2014 2015 2016

Travel and Expense (TEM) Transactions

130,700

145,500157,000

164,000158,600

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

180,000

2012 2013 2014 2015 2016

eProcurement Transactions



EDDIE Sessions Description: Business Intelligence and Data Warehousing empowers decision makers in the pursuit of fulfilling the University mission and enables the University community in realizing efficiencies and effectiveness in business operations. The work of minimizing system downtime, managing user sessions, maintaining and enhancing available data, user support and training are critical factors in delivering this service. This metric shows the number of sessions where customers logged into the EDDIE environment per year. The significant increase in FY16 is due to a system monitoring process put into place that generated many more sessions. The staff is evaluating whether they can separate the impact of that process out so that future statistics can be comparable.

362,784 473,166

3,138,555

-

500,000

1,000,000

1,500,000

2,000,000

2,500,000

3,000,000

3,500,000

2014 2015 2016

EDDIE Sessions



Security Requests Description: Security provisions access that allows users to access certain applications, services, and systems.

This measure provides a count of security requests received via the AITS Security Request Application

(SECAPP) as well as service desk tickets submitted. This measure is important as it indicates service desk

activity levels and where AITS Security Administration staffing resource time is actually spent.

2012 2013 2014 2015 2016

Service Desk Tickets 25,031 26,695 38,274 50,788 52,965

SECAPP Requests 12,813 40,033 29,337 24,872 31,663

12,813

40,033

29,33724,872

31,663

25,031

26,695

38,274 50,788

52,965

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

90,000

Security Requests by Fiscal Year

SECAPP Requests Service Desk Tickets



Service Desk Requests Description: The AITS Service Desk provides 24x7 tier 1 support for students, faculty, and staff by trouble

shooting issues and fielding questions and inquiries. This metric is important as it provides an idea of

service desk activity levels. The following chart shows the total number of opened by the AITS Service Desk

per year.

Service Desk Manager (SDM) First Resolution Percentage Description: The AITS Service Desk strives to provide excellent customer service for each ticket filed. The

following chart shows the percentage of tickets resolved on the first contact by the AITS Service Desk per

year. The AITS Service Desk strives to improve this percentage each year.

37,940 38,032 39,013

33,57631,068

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

45,000

2012 2013 2014 2015 2016

# of AITS Service Tickets Opened

8%

28% 29%

36%

49%

0

10

20

30

40

50

60

2012 2013 2014 2015 2016

% of Tickets Resolved on First Contact



KnowledgeBase (KB) Hits

Description: AITS implemented a Self Service Assistance Search Engine so that University of Illinois System

customers can search and find answers to their questions. The tool was more widely implemented at the

beginning of FY16 so the usage significantly increased in FY16.

25,017

188,321

2,772,750

0

500,000

1,000,000

1,500,000

2,000,000

2,500,000

3,000,000

2014 2015 2016

KnowledgeBase (KB) Use



Business Intelligence/Data Warehouse (BI/DW) Support Cases Opened by Request Area Description: This metric shows the total number of BI/DW support cases opened per year. In 2015, the

increase in support tickets coincides with a Business Objects upgrade and the go-live of a significant

reporting tool, My UI Financials.

BI/DW Training Description: This graph shows the total number of training attendees for Practice Labs, Web Intelligence, and

trainings offered for specific Universes.

992

1,234

1,105

0

200

400

600

800

1,000

1,200

1,400

2014 2015 2016

DS Support Cases Opened

554

381 389

0

100

200

300

400

500

600

2014 2015 2016

DS Practice Lab and Training Session Attendees



Projects Project Type and Hours Description: These measures provide summaries of the annual number of ITPC and AITS Internal projects

closed by functional area and by type as well as the annual work effort (hours) for those ITPC and AITS

Internal projects by functional area and project type. This is important for showing what areas and types

of projects are consuming the majority of project hours each year. The increase in Other projects is the

recording of hours for the START myResearch work.

BIPM Finance HR Student Tech Other Internal

2012 18 9,257 9,745 8,612 16,768 10,734

2013 3,562 8,250 11,919 4,425 25,776 413 7,562

2014 8,998 8,424 10,951 3,539 30,341 11,345 7,272

2015 7,936 9,651 7,811 6,239 29,485 12,906 5,882

2016 1,278 4,409 11,559 10,917 15,903 16,658 4,541

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

AITS Hours by Project by Functional Area

2012 2013 2014 2015 2016



AnalysisEnhancemen

t

Integrationand

Interfaces

Maintenence/Support

NewApplication/A

pplicationDevelopment

Report Other

2012 5,899 4,066 1,190 19,072 21,271 3,063 575

2013 6,411 1,354 1,095 17,499 28,909 5,842 799

2014 2,449 2,264 603 21,417 42,669 10,892 574

2015 2,020 7,832 20,523 44,276 5,171 87

2016 3,683 4,251 410 17,333 36,173 3,144 272

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

45,000

50,000

AITS Hours by FY by Type

2012 2013 2014 2015 2016



BIPM Finance HR Student Tech Other Internal

2012 11 6 2 7 0 5

2013 3 12 7 9 5 10

2014 1 11 5 3 5 1 8

2015 3 9 4 5 2 4

2016 2 9 2 6 5 3 0

0

2

4

6

8

10

12

14

Projects Closed by FY by Functional Area

2012 2013 2014 2015 2016

Analysis EnhancementIntegration

andInterfaces

Maintainence/Support

NewApplication/A

pplicationDevelopment

Report Other

2012 3 4 3 10 7 3 1

2013 8 4 1 13 13 6 1

2014 5 3 2 12 7 3 2

2015 2 4 11 8 2

2016 2 2 13 4 3

0

2

4

6

8

10

12

14

Projects Closed by FY by Type

2012 2013 2014 2015 2016



PMO Performance Description: This metric consists of the following: 1) Percent of projects on schedule, moderately over

schedule, and significantly over schedule. 2) Percent of projects on budget, moderately over budget, and

significantly over budget. It provides a measure of how well we estimate and manage our projects.



Services Offered (Systems) Departmental System Support Description: In addition to systems that support the University of Illinois administrative processes, AITS

also supports systems for various departments throughout the University. This measurement shows the

annual hours spent on this departmental systems support. This information is helpful in determining which

departmental systems require the most support time.

FY12 FY13 FY14 FY15 FY16

Tax School 0 0 92 50 1

Pres Website 0 0 0 0 5

IL RiverWatch 0 0 0 0 59

LER 0 0 0 0 11

Grad College 0 0 0 0 321

Start My Research 0 0 0 0 921

PMO Clarity 0 0 0 5 0

IAM 0 0 0 67 0

OBFS 0 0 155 248 1,073

IL Profiles 0 0 34 55 2

F&S 0 215 0 0 0

CITES 0 128 34 0 0

DS 0 0 349 788 497

Formbuilder 0 0 526 425 547

HR 8 132 3,635 4,481 3,093

Banner 123 66 0 0 0

Prairie Research Institute 26 47 5 0 6

CPRD 0 0 1,549 2,867 1607

UOCP&RES 3,688 3,526 5,331 5,429 5,017

DARS 1,565 894 498 0 0

CAS 0 8 4 0 0

Mobile 176 3 0 4 5

0

2,000

4,000

6,000

8,000

10,000

12,000

14,000

16,000

Hours spent by the Departmental Systems team on departmental systems support and projects



Messaging Description: This tracks the number of times business objects or enterprise data messages are consumed

by applications by month and by year. This is important in understanding the volume of messages being

consumed and how that may vary over time.

Received Delivered

2012 238,775,364 320,914,958

2013 253,830,805 350,293,458

2014 271,073,871 375,450,103

2015 287,376,571 403,931,491

2016 243,604,480 343,196,664

0

50,000,000

100,000,000

150,000,000

200,000,000

250,000,000

300,000,000

350,000,000

400,000,000

450,000,000

Messages Received and Delivered by FY

2012 2013 2014 2015 2016



Message Availability Description: This tracks the number of enterprise data messages available. A higher number of enterprise

data messages indicates a higher level of reusable components. The ability to view the number of

messages available is important in tracking whether we are moving toward a higher number of reusable

components or not.

61 61 61 61 61

0

10

20

30

40

50

60

70

2012 2013 2014 2015 2016

Messages available by FY



Object Use and Availability Description: AITS is monitoring the reuse of enterprise objects by tracking the number of enterprise objects

that are used by multiple applications. This shows how many enterprise objects are used by just one

application and how many are used by multiple applications. When an object is used by multiple applications,

it saves on analysis, development, and testing time for the development project. Tracking this metric will

show how much AITS and the University are benefiting from the use of reusable objects.

195.1 200.5 201 202218

120.2128.3 135.9 137 145

0

50

100

150

200

250

2012 2013 2014 2015 2016

Enterprise Objects Used vs Available by month (avg)

Available Used

2012 2013 2014 2015 2016

1 Application 23 25 28 28 33

2-4 Applications 56 57 58 58 58

5-10 Applications 23 25 28 28 29

10-20 Applications 8 10 12 12 15

20+ Applications 11 9 11 11 10

11 9 11 11 108 10 12 12 15

23 2528 28 29

56 5758 58 58

23 2528 28

33

0

20

40

60

80

100

120

140

160

Avg Object Use by FY by # of Applications(includes point to point and sync consumers)

20+ Applications 10-20 Applications 5-10 Applications 2-4 Applications 1 Application



Infrastructure DBs and Servers Description: This shows the number of host servers and databases supported by AITS ADSD Data

Management. This is helpful in understanding the scope of support work related to host servers and

databases for this group and how it changes year to year.

856

9941,083

1,410

1,226

0

200

400

600

800

1,000

1,200

1,400

1,600

2012 2013 2014 2015 2016

# of Active DataBases by FY

55

4744

50

55

0

10

20

30

40

50

60

2012 2013 2014 2015 2016

# of Host Servers by FY

Volume of Data in TB Disk Space used

FY11 22.6 22.6

FY12 33.6 14.3

FY13 53.2 26.9

FY14 61.5 27.2

FY15 69.5 35.4

FY16 83.0 32.5

22.6 22.633.6

14.3

53.2

26.9

61.5

27.2

69.5

35.4

83.0

32.5

0102030405060708090

Volume of data and disk space used in TBs by fiscal year



Equipment Age Description: This measures the age of the equipment supported by Client Support Services. Older

equipment requires more support. This is a good breakdown of the age of our equipment and how we are

progressing in replacing our aging equipment.

<1 Year 1 Year 2 Years 3 Years 4 Years 5 or > Years

FY16 8% 24% 15% 20% 14% 19%

FY15 12% 14% 22% 20% 13% 19%

FY14 27% 11% 15% 15% 9% 23%

FY13 9% 22% 19% 11% 20% 19%

FY12 8% 19% 13% 27% 14% 19%

8%19%

13%

27%14% 19%

9%

22%

19%

11% 20%19%

27%11%

15% 15%

9%23%

12%

14%22% 20%

13% 19%

8%

24%15% 20% 14% 19%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Age of Supported Equipment by FY




Computer Support Description: This measures the number of computers supported by Client Support Services by department.

This is good information for knowing which departments have the largest number of computers and, thus,

will need the most support.

AITS, 576, 25%

Labor & Employment

Relations, 104, 4%

University Counsel, 67, 3%

OBFS, 706, 31%

Treasury Operations, 97,

4%

UIC HR, 143, 6%

Other, 614, 27%

Equipment Supported by Department FY16



Data Center Backup Storage and Capacity Description: Backups and storage continue to grow as we support the student and faculty systems across

all campuses. This shows the backup and total storage by data center by fiscal year.

350403433

625

404

798

472

879

534

1,055

0

200

400

600

800

1000

1200

Urbana Chicago

Backup storage by data center by fiscal year in TBs


132

82

146

108

157145

195 191

228211

0

50

100

150

200

250

Urbana Chicago

Allocated configured capacity in TBs




Configuration Items (CI) Supported Description: A Configuration Item (CI) is an identified set of code; piece of infrastructure; data base; or code.

These are labeled in the AITS Configuration Management Data Base (CMDB) by support area. These charts

show the increase in CI items by year and by support area in FY16.

527

588621

659688

0

100

200

300

400

500

600

700

800

2012 2013 2014 2015 2016

Configuration Items Supported by FY

Capital Programs 2%, 20

Cross Functional 11%, 81

Finance 13%, 97

HR/Payroll 13%, 96

Infrastructure 28%, 157

Mobile 1%, 14

Other 6%, 41

Research 1%, 10

Student 25%, 172

AITS Software Application Configuration Items FY16 Total - 688



CI Change Request Selections Description: This measure is an annual count of both the number of times that Banner components, Banner

databases, or SGHE delivered mods are selected as affected Configuration Items (CIs), as well as the number

of non-Banner related CIs, for all closed change requests. This metric helps to understand the volume of

changes closed on a yearly basis and whether those numbers are increasing or decreasing.

632 645 489 693 672

6,1667,454 7,395

10,061 9,814

0

2000

4000

6000

8000

10000

12000

2012 2013 2014 2015 2016

Total # of Banner and Non Banner Changes by Year

Banner Changes Non Banner Changes



Change Orders by Change Category Description: This measurement identifies the top few change categories with the most changes,

consolidates the remaining categories into “Other”, and provides the % against the total number of

changes. This view helps provide for a better understanding about which change categories the greatest

amount of changes take place in and their percentage of all changes.

AITS.TAM Student 12%, 246

AITS.TAM HR 7%, 154

AITS. TAM Finance 11%, 229

AITS.Application Development 13%,

263

AITS. TAM ODA 9%, 195

AITS Storage Management 6%,

130

AITS.Application Administration 6%,

127

Other 35%, 721

% Total of COs by Change Category FY16



Successful Change Orders by Type Description: This measurement shows the totals for each Closed, successful Change Order Type along

with the % of total. This information helps us to understand which change order types are most successful

and, conversely, which are least so that we can address issues where needed.

Change Orders Categorized “Not Successful” by Type Description: This measurement shows the totals for each Closed, unsuccessful Change Order Type along

with the % of total. This information is helpful in understanding why change orders were not successful

and where to focus attention in making them successful in the future.

Emergency High 1%, 9

Major High 4%, 88

Normal High 37%, 743

Major Normal 1%, 19

Normal Normal 1%, 1020

Pre-Approved Normal 6%, 128

Successful Change Orders by Type FY16 Total - 2,007

Backed Out, 10%, 5

Withdrawn, 13%, 6

Withdrawn After Approval,

42%, 20

Rejected, 2%, 1Partially

Successful, 27%, 13

Successful with Unplanned Outage,

6%, 3

Unsuccessful Change Orders by Type FY16 Total - 48



Total Change Requests (CR) Submitted Description: This chart show the total number of change requests (CRs) submitted. This helps us understand

the volume of CRs we work with each year.

New and Decommissioned CIs and Servers Description: This measure shows the total new and decommissioned configuration items, total new and decommissioned server entries in the CMDB, and total new configuration items with a defined implementation date, which indicates a newly deployed infrastructure.

1,769

1,850

1,739

1,949

2,065

1,500

1,600

1,700

1,800

1,900

2,000

2,100

2012 2013 2014 2015 2016

Total Change Requests submitted by Fiscal Year

353

236

183

148 157

0

50

100

150

200

250

300

350

400

New CIs DecommissionedCis

New Servers DecommissionedServers

Newly IdentifiedImplementations

FY16 New and Decommissioned CIs and Servers



Weekend Rollouts Description: These metrics indicates the number of weekend rollouts as well as how many changes were

implemented during weekend outage windows as part of a formal rollout plan. It is a measure of balanced

risk, resource utilization and efficiency.

20

25

44

33

25

0

5

10

15

20

25

30

35

40

45

50

2012 2013 2014 2015 2016

Weekend Rollouts by Fiscal Year

60 61

67 65

54

0

10

20

30

40

50

60

70

80

2012 2013 2014 2015 2016

Total Changes from weekend rollouts by Fiscal Year

aits fy16 metrics report · 2016-11-09 · aits fy16 metrics report as of 7/1/2016 university of...

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