Breadcrumb
ITS Benchmarks
ITS has selected the following set of benchmarks as being of potential interest to campus users. More benchmarks will be added over time but, in the meantime, if there are other ITS performance measurements you'd like to see, please let us know via the Technology Help Desk. Use the quicklinks to jump to individual sections of the table.
ACCESSIBILITY RESOURCES CENTER
Goal: Benchmark to plan outreach to serve more courses and instructors
Goal: Benchmark for resource planning to meet demand
Goal: Increase number of instructors using ARC services
INFORMATION SECURITY
Goal: Steady or declining numbers
Goal: Reduce number of overdue sessions/ repeat victims of phishing attacks
LABS & SMART CLASSROOMS
Goal: 80% of rooms with fewer than 7 tickets per semester. Currently: 92% meet this goal.
Goal: 80% of rooms with fewer than 3 tickets per semester per computer. Currently, 90% meet this goal.
Goal: 100% of instructor stations boot in under 100 seconds. Currently: 100%. GOAL MET!
OBI
OBI data available 99% of the time. Currently, OBI data is available 96.9% of the time.
PAY-FOR-PRINT
Goal: Steady or declining use of paper. Numbers for 2009/10 apply only to interdisciplinary labs; from 2010/11 onwards, the numbers also include departmental and other Humboldt labs
Numbers for 2009/10 apply only to interdisciplinary labs; from 2010/11 onwards, the numbers also include departmental and other Humboldt labs
PROJECT OFFICE
Goal: 70% of projects maintain on-time status.
Goal: 70% of projects are closed on time.
Project timeliness is measured for all active projects as well as whether closed projects were delivered on schedule.
SYSTEM ADMINISTRATION
Goal: Reduce overall power usage and number of physical servers through virtualization while increasing services offered
Goal: Reduce local storage footprint by taking advantage of cost efficient cloud resources.
TELECOMMUNICATIONS & NETWORK SERVICES
Goal: Sufficient coverage across campus
TECHNOLOGY HELP DESK
Goal: Set a baseline to get a better understanding of the Technology Help Desk demands to assist in staffing the call center and help desk appropriately for peak and low times
Goal: Set a baseline to get a better understanding of our customer base in order to improve service.
Goal: At least 90% of support requests resolved by Tier 1 support
Goal: At least 90% of support requests are resolved in 5 min or less
Goal: Average rating of 4.5 or more (4.9 for FY18/19). Decreased number of "poor" ratings
Goal: Set a baseline to get a better understanding of our customer base as it varies throughout the day in order to improve service
Help Desk Hours
Summer 2026
Monday - Friday:
8am - 4:30pm
After hours emergencies:
Call UPD at (707) 826-5555