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Key Performance Indicators

KU Information Technology monitors and assesses hundreds of metrics to ensure our systems and processes are working as efficiently and effectively as possible to meet the needs of our customers.

KPI Reporting
To provide transparency and hold ourselves accountable, we share Key Performance Indicators (KPIs) with KU leadership each month. Here are some examples of the KPIs we report on:


Change Request (CR) Comparison
We track all changes we make to systems and determine if they caused a problem. We strive to plan and make changes and updates to our services with a minimum of disruption to customers. As you can see by the graph below, most changes are completed with no problems. It is important to identify, track and investigate changes that do cause a problem, to assess if there is something we can do to improve the service, and if change procedures need to be reviewed or revised.

(click graph to enlarge)

Comparison of Change Requests


Change Approval Process
Our Change management process follows best practice according to Information Technology Infrastructure Library (ITIL) for service management. A proven procedure for change review and approval that is repeatable is more likely to be successful each time a change is made. We track all changes to see if they followed the established review and approval process. We also keep track of the types of changes to see if there are trends that can inform our knowledge and processes.

(click graph to enlarge)

Change review process


All Incidents by Sub-Service
An "incident" is a problem that has been reported by a customer or identified by IT staff. We track each incident and the correlated service, and report on the top 20 services with the most reported incidents. This helps us identify issues and trends, so we can investigate solutions to correct the issues and avoid future problems.

(click graph to enlarge)


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