SCORECARD: Department Overview

ITS-Information Technology
Divisions Service Areas Measures
1. Services
On Target
ITS.1.1 Analysis & Planning
Insufficient Progress
% of deliverables that were due during the month that were due and successfully completed during the month.
On Target
60% of SSL Certificate installation dates are renewed at least 30 days prior to expiration.
Monitoring/No Info
Projects are completed on or before the Original Planned Completion Date
Monitoring/No Info
Each project that is completed has 2 or fewer Project Change Requests
Monitoring/No Info
Capital Projects that are approved by October 1 are initiated by April 1 o fthe following year
On Target
ITS.1.2 Applications
On Target
Applications and Databases - HEAT Tickets met Service Level Objectives - Severity 4
On Target
Applications and Databases - HEAT Tickets met Service Level Objectives - Severity 0 and 1
Monitoring/No Info
Applications and Databases - HEAT Tickets met Service Level Objectives - Severity 2 and 3
Monitoring/No Info
Applications and Databases - HEAT Tickets met Service Level Objectives - Requests
2. Infrastructure
On Target
ITS.2.1 Infrastructure Support & Disaster Recovery
On Target
Core Internet Availability
On Target
Public Safety Intranet Availability
On Target
All Other Intranet Availability
On Target
Server Patching
On Target
Server Uptime
On Target
ITS.2.2 Data Center Management
On Target
Execution of after action reports for outages
On Target
Initial outage communications
Monitoring/No Info
Safety and Security - Badge access request completed within 24 hours
Monitoring/No Info
Safety and Security - Incidents resolved within 7 days
Monitoring/No Info
Backup completion or storage
On Target
ITS.2.3 Customer Service & End User Experience
On Target
Calls are resolved on the first contact with the Help Desk
On Target
Average call abandonment rate CS
On Target
95% of computer unit refreshes are completed on schedule.
On Target
96.5% of customers are satisfied with response to IT requests/tickets.
Monitoring/No Info
Patch Management - EndPoints
Monitoring/No Info
Reopening Tickets - % of tickets reopened
On Target
ITS.2.4 Radio Services
On Target
Meet service level targets for response to incident tickets
On Target
99.99% availability for the Fort Worth Regional Radio System
Monitoring/No Info
Communications availability of all outdoor warning sirens
3. CyberSecurity
Lagging
ITS.3.1 Security
On Target
# security risk assessments performed on computer software or network connected devices
Insufficient Progress
99% of employees have completed annual cyber security awareness training.