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How are we doing? IT shares its metrics for August, September, October

 Each quarter the Division of Information Technology shares its performance metrics with our university colleagues and students. If you have any questions about this data, please contact Dr. Anna McFadden at Ext. 2411.

Internet Connection Uptime

  • 99.991% –  2 Internet related issues
    • September 6, 2012 – (2 hours) Internet outage was caused by an issue with external firewall.
    • September 20, 2012 – (18.5 hours) Memory utilization issues on the proxies caused significant delays in accessing web sites

 Core Network Uptime

100% No unplanned outages.

 WCU University Website

  • Page views                                                                5,881,069                            (+3%)
  • Visits                                                                          1,949,249                            (+1%)
  • Unique visitors                                                            528,517                            (-1%)
  • Visits from mobile devices                                        165,386                            (+121%)

 Division Metrics

August 2012 – October 2012:

  • IT Incident and Service Request Metrics  

Question/Score

WCU

IT Industry

Q1. The courtesy of the analyst?

4.95

4.83

Q2. The technical skills/knowledge of the analyst?

4.89

4.74

Q3. The timeliness of the service provided?

4.86

4.67

Q4. The quality of the service provided?

4.90

4.73

Q5. The overall service experience?

4.89

4.69

Scale of 1 to 5 (5 = best). 

  • Incidents by Client Status and Contact Source
 

Walkup

Electronic

Observation

Phone

Grand
Total

Faculty

9

149

14

179

351

Staff

19

132

70

275

496

Student

42

27

1

97

167

Grand Total

70

308

85

551

1,014

  • Incident Reduction

 

Time Period

Count

(# of incidents)

Aug 2011 – Oct 2011

3,211

Aug 2012 – Oct 2012

1,014

Difference between periods

2,197

Percentage difference

68.42% reduction

 

  • Incident Resolution Defects and First Call Resolution

Total Incidents Closed  Aug 2012 – Oct 2012

Count

Percentage

Incidents Closed

1,013

 

Incident Defect Answer – NO / Not Resolved

14

1.38%

Incident Defect Answer – YES / Resolved

592

58.44%

Incident Defect Without a Response

407

40.18%

Incident Escalated

33

3.25%

First Call Yield (resolved < 8 hrs @ Help Desk)

167

75.57%

 

  • Service Request by Client Status and Contact Source
 

Walkup

Electronic

Observation

Phone

Grand
Total

Faculty

249

923

25

771

1,968

Staff

193

1,971

308

1,278

3,750

Student

2,941

385

14

661

4,001

Grand Total

3,383

3,279

347

2,710

9,719

 

  • Service Request Increase

 

Time Period

Count

(# of Service Requests)

Aug 2011 – Oct 2011

5,293

Aug 2012 – Oct 2012

9,719

Difference between periods

4,426

Percentage difference

45.54% Increase

 

  • Service Request

Service Requests Recorded Aug 2012 –Oct 2012

Count

Percentage

Service Requests Closed

9,603

 

Service Request Defect Answer – NO / Not Resolved

72

0.75%

Service Request Defect Answer – YES / Resolved

3,724

38.78%

Service Request Defect Without a Response

5,807

60.47%

 

  • Help Desk Problem Resolution via Remote Access Software
 

Bomgar Sessions

Previous Year’s Bomgar Sessions

Difference

Reduction/ Increase

Aug 2012

406

397

9

2.22%

Sep 2012

323

308

15

4.64%

Oct 2012

309

313

-4

-1.29%