New ITSS Dashboard provides a top-level status look at services

Friday, September 19, 2014

The Information Technology Shared Services dashboard will serve as an online dynamic reporting system that shows the status of service requests, incidents and projects that ITSS is currently working on to better serve customers. The comprehensive dashboard is the result of the second phase of the ITSS website redesign to improve online functionality and offer more information for customers and stakeholders.

The ITSS dashboard is similar to other business dashboards, because it is used to track key data metrics for services and provides customers a visual glance of internal service performance.

Visitors to the dashboard will most likely recognize data that connects to many IT services they use on a daily basis. For example, the Real Time System Status portion of the website reflects the current status of services like the Emergency Notification system, commonly known as Eagle Alert, the Learning Management System Service and Support Report for Blackboard Learn, and Unified Messaging (voicemail).

There are other portions of the dashboard like the Portfolio and Project Management page that provide an accurate review of project requests that are awaiting approval as well as active and completed projects. The Service Request Fulfillment portion provides a numerical overview of requests filled in connection to the ITSS Service Level Agreement (SLA). The SLA keeps track of how ITSS services are working to provide service at a certain level for customers. Similarly the Incident Management portion reflects the number of incidents that are routine or emerging trends within the SLA.

ITSS project leaders involved with the creation of the dashboard are Charlotte Russell, Chief Information Security Officer; Wil Clark, Service Performance Director; and Andy Novak, Strategic Services project manager. The group also worked with an internal technical team and Fallon Consulting for development and completion. “ITSS looks forward to continued development of the dashboard to track organization trends while providing an easily accessible overview for stakeholders regarding work processes and service performance,” Clark said.