IT News

How are we doing? IT Shares Performance Data for June, July, August

 

Each quarter, the Division of Information Technology shares its performance data in a report for the WCU Board of Trustees. Below is a sample of our key metrics for June, July, and August. If you have any questions, contact Dr. Anna McFadden: amcfadden@wcu.edu or ext.2411

 Internet Connection Uptime

  • 100%   No unplanned outages

Core Network Uptime

  • 100% No unplanned outages.

WCU University Website

    • Page views                                      4,119,878               (+1%)
    • Visits                                                1,211,005               (-12%)
    • Unique visitors                                 362,282               (+.4%)
    • Visits from mobile devices               93,334               (+129%)

Division Metrics May 2012 – July 2012:

  • IT Incident and Service Request Metrics
  • Customer Satisfaction Index (Incidents & Service Requests)

Question/Score

WCU

 

IT industry

Q1. The courtesy of the analyst?

4.96

4.83

Q2. The technical skills/knowledge of the analyst?

4.91

4.75

Q3. The timeliness of the service provided?

4.92

4.69

Q4. The quality of the service provided?

4.93

4.73

Q5. The overall service experience?

4.91

4.70

Scale of 1 to 5 (5 = best).

  • Incidents by Client Status and Contact Source
 

Walkup

Electronic

Observation

Phone

Grand Total

Faculty

9

34

5

133

181

Staff

15

97

48

290

450

Student

83

46

4

135

268

Grand Total

107

177

57

558

899

 

  • Incident Reduction

 

 

Time Period

Count

(# of incidents)

May 2011 – July 2011

2,087

May2012 – July 2012

899

Difference between periods

1188

Percentage difference

56.92% reduction