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Key Performance Indicators (KPI) Achievement

| KPI 2019 Achievement Report | KPI 2018 Achievement Report |

 


 

Q1 (January - March)

 
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

 

Q2 (April - June)

 
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% 

 

Q3 (July - September)

 
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

 

Q4 (October - December)

 
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]

MEDIA SHARING

INFOCOMM DEVELOPMENT CENTRE (iDEC)
Universiti Putra Malaysia
43400 UPM Serdang
Selangor Darul Ehsan
03 97691990
03 97693003
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