Northern Arizona University Information Technology Strategic Plan 2015-2019 Metrics IT Strategic Current Target Goal IT Metric Area Progress 2019 Area #2: Goal: As Northern Arizona % of centrally hosted servers IT operating in a virtual 70% 70% University’s “digital Infrastructure environment utility”, where all critical % of campus on central business and academic 100% 100% wireless network systems are operated, our % of time core campus 99.99% 99.9% core IT infrastructure must network is operational* be engineered and % of time major systems maintained in the most available:* highly reliable fashion to Oracle/PeopleSoft CS 99.88% 99.9% meet the needs of our Oracle/PeopleSoft HCM 99.88% 99.9% campus users. Blackboard Learn 99.89% 99.9% O/PS Financials 99.99% 99.9% Data Warehouse 99.99% 99.9% Faculty and Staff Email 99.6% 99.9% (Microsoft Exchange) * Note: Available time excludes planned outages. Northern Arizona University Information Technology Strategic Plan 2015-2019 Metrics Current Target Goal IT Metric Progress 2019 IT Strategic Area Area #3: Goal: Business Implement operations PeopleSoft Administrative Financials project on time, must be supported by 98% 100% Effectiveness within budget, and meet all dependable, secure, success criteria flexible and scalable # of employee support to 30,018 N/A services and systems the Solution Center annually which ensure maximum Average customer satisfaction efficiency and rating for the Solution Center effectiveness. (using results from employee 93.5% 95% survey for ratings of very satisfied and satisfied) % of employee support calls handled by first tier Solution 92% 85% Center support
Northern Arizona University Information Technology Strategic Plan 2015-2019 Metrics IT Strategic Area Goal IT Metric Current Progress Target 2019 Area #2: IT Infrastructure Goal: As Northern Arizona University’s “digital utility”, where all critical business and academic systems are operated, our core IT infrastructure must be engineered and maintained in the most highly reliable fashion to meet the needs of our campus users. % of centrally hosted servers operating in a virtual environment 70% 70% % of campus on central wireless network 100% 100% % of time core campus network is operational* 99.99% 99.9% % of time major systems available:* Oracle/PeopleSoft CS 99.88% 99.9% Oracle/PeopleSoft HCM 99.88% 99.9% Blackboard Learn 99.89% 99.9% O/PS Financials 99.99% 99.9% Data Warehouse 99.99% 99.9% Faculty and Staff Email (Microsoft Exchange) 99.6% 99.9% * Note: Available time excludes planned outages. Northern Arizona University Information Technology Strategic Plan 2015-2019 Metrics IT Strategic Area Goal IT Metric Current Progress Target 2019 Area #3: Administrative Effectiveness Goal: Business operations must be supported by dependable, secure, flexible and scalable services and systems which ensure maximum efficiency and effectiveness. Implement PeopleSoft Financials project on time, within budget, and meet all success criteria 98% 100% # of employee support to the Solution Center annually 30,018 N/A Average customer satisfaction rating for the Solution Center (using results from employee survey for ratings of very satisfied and satisfied) 93.5% 95% % of employee support calls handled by first tier Solution Center support 92% 85%