| KPI 2019 Achievement Report | KPI 2018 Achievement Report |
NO. | KEY PERFORMANCE INDEX (KPI) | TARGET |
Q1 ACHIEVEMENT (JANUARY - MARCH 2019) |
1. | TO ENSURE GUARANTEED AVAILABILITY OF SERVICES OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS | 95% | 98.88% |
2. | TO ENSURE AVAILABILITY OF ACCESS TO DATABASE | 95% | 98.88% |
3. | TO ENSURE AVAILABILITY OF ICT INFRASTRUCTURE OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS | 95% | 100.00% |
4. | TO ENSURE AVAILABILITY OF THE DATA CENTRE SUPPORT SYSTEM | 95% | 100.00% |
5. | TO ENSURE AVAILABILITY OF INTRANET NETWORK AT THE MAIN CORE SWITCH LEVEL | 95% | 100.00% |
6. | TO ENSURE AVAILABILITY OF INTERNET NETWORK | 95% | 100.00% |
7. | TO ENSURE ALL REGISTERED HOSTS OF DNS SERVER AT THE UPM DATA CENTRE ARE FREE FROM SECURITY INCIDENCES | 95% | 98.83% |
8. | TO ENSURE AVAILABILITY OF TELECOMMUNICATION INFRASTRUCTURE | 95% | 86.00% |
9. | TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 3 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT | 90% | 96.73% |
10. | TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION | 90% | 95.60% |
11. | TO ENSURE PREVENTIVE MAINTENANCE OF ICT EQUIPMENT IS IMPLEMENTED PERIODICALLY AT LEAST ONCE A YEAR. | 90% | Q2 |
12. | TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 3 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT | 90% | 96.00% |
13. | TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST | 85% | Q2 |
14. | TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST | 80% | Q2 |
NO. | KEY PERFORMANCE INDEX (KPI) | TARGET |
Q2 ACHIVEMENT (APRIL - JUNE 2019) |
1. |
TO ENSURE GUARANTEED AVAILABILITY OF SERVICES OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS | 95% | 99.59% |
2. |
TO ENSURE AVAILABILITY OF ACCESS TO DATABASE | 95% | 99.99% |
3. |
TO ENSURE AVAILABILITY OF ICT INFRASTRUCTURE OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS | 95% | 100.00% |
4. |
TO ENSURE AVAILABILITY OF THE DATA CENTRE SUPPORT SYSTEM | 95% | 100.00% |
5. |
TO ENSURE AVAILABILITY OF INTRANET NETWORK AT THE MAIN CORE SWITCH LEVEL | 95% | 99.85% |
6. |
TO ENSURE AVAILABILITY OF INTERNET NETWORK | 95% | 100.00% |
7. |
TO ENSURE ALL REGISTERED HOSTS OF DNS SERVER AT THE UPM DATA CENTRE ARE FREE FROM SECURITY INCIDENCES | 95% | 100.00% |
8. |
TO ENSURE AVAILABILITY OF TELECOMMUNICATION INFRASTRUCTURE | 95% | 98.67% |
9. | TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 3 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT | 90% | 96.73% |
10. | TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION | 90% | 96.27% |
11. | TO ENSURE PREVENTIVE MAINTENANCE OF ICT EQUIPMENT IS IMPLEMENTED PERIODICALLY AT LEAST ONCE A YEAR. | 90% | 100.00% |
12. | TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 3 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT | 90% | 95.53% |
13. | TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST | 85% | 70.00% |
14. | TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST | 80% | 76.00% |
NO. | KEY PERFORMANCE INDEX (KPI) | TARGET |
Q3 ACHIEVEMENT (JULY - SEPTEMBER 2019) |
1. |
TO ENSURE GUARANTEED AVAILABILITY OF SERVICES OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS | 95% | 97.31% |
2. |
TO ENSURE AVAILABILITY OF ACCESS TO DATABASE | 95% | 99.89% |
3. |
TO ENSURE AVAILABILITY OF ICT INFRASTRUCTURE OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS | 95% | 99.46% |
4. |
TO ENSURE AVAILABILITY OF THE DATA CENTRE SUPPORT SYSTEM | 95% | 100.00% |
5. |
TO ENSURE AVAILABILITY OF INTRANET NETWORK AT THE MAIN CORE SWITCH LEVEL | 95% | 99.69% |
6. |
TO ENSURE AVAILABILITY OF INTERNET NETWORK | 95% | 100.00% |
7. |
TO ENSURE ALL REGISTERED HOSTS OF DNS SERVER AT THE UPM DATA CENTRE ARE FREE FROM SECURITY INCIDENCES | 95% | 100.00% |
8. | TO ENSURE AVAILABILITY OF TELECOMMUNICATION INFRASTRUCTURE | 95% | 100.00% |
9. | TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 3 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT | 90% | 96.80% |
10. | TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION | 90% | 96.13% |
11. | TO ENSURE PREVENTIVE MAINTENANCE OF ICT EQUIPMENT IS IMPLEMENTED PERIODICALLY AT LEAST ONCE A YEAR. | 90% | Q4 |
12. | TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 3 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT | 90% | 95.80% |
13. | TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST | 85% | Q4 |
14. | TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST | 80% | Q4 |
NO. | KEY PERFORMANCE INDEX (KPI) | TARGET |
Q4 ACHIEVEMENT (OCTOBER - DECEMBER 2019) |
1. |
TO ENSURE GUARANTEED AVAILABILITY OF SERVICES OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS | 95% | |
2. |
TO ENSURE AVAILABILITY OF ACCESS TO DATABASE | 95% | |
3. |
TO ENSURE AVAILABILITY OF ICT INFRASTRUCTURE OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS | 95% | |
4. |
TO ENSURE AVAILABILITY OF THE DATA CENTRE SUPPORT SYSTEM | 95% | |
5. |
TO ENSURE AVAILABILITY OF INTRANET NETWORK AT THE MAIN CORE SWITCH LEVEL | 95% | |
6. |
TO ENSURE AVAILABILITY OF INTERNET NETWORK | 95% | |
7. |
TO ENSURE ALL REGISTERED HOSTS OF DNS SERVER AT THE UPM DATA CENTRE ARE FREE FROM SECURITY INCIDENCES | 95% | |
8. | TO ENSURE AVAILABILITY OF TELECOMMUNICATION INFRASTRUCTURE | 95% | |
9. | TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 3 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT | 90% | |
10. | TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION | 90% | |
11. | TO ENSURE PREVENTIVE MAINTENANCE OF ICT EQUIPMENT IS IMPLEMENTED PERIODICALLY AT LEAST ONCE A YEAR. | 90% | |
12. | TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 3 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT | 90% | |
13. | TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST | 85% | |
14. | TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST | 80% |
Updated:: 06/12/2019 [nazlina]
Universiti Putra Malaysia
UPM Putra InfoPort - IOI Resort
Jalan Kajang - Puchong
43400 UPM Serdang
Selangor Darul Ehsan