IT News

How are we doing? IT shares its November, December, January metrics

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

  • 99.996% -  1 Internet related issue
    • January 16, 2013 – (45 minutes) Internet outage was caused by a fiber cut to the ISP’s network.

Core Network Uptime

  • 100% No unplanned outages.

WCU University Website

  • Page views                              5,545,843       (-4.84%)
  • Visits                                          1,816,044       (-4.60%)
  • Unique visitors                          512,276       (-4.88%)
  • Visits from mobile devices    190,153    (+89.03%

 Division Metrics- November 2012 – January 2013:

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

Question/Score

WCU

IT industry

Q1. The courtesy of the analyst?

4.94

4.86

Q2. The technical skills/knowledge of the analyst?

4.91

4.78

Q3. The timeliness of the service provided?

4.88

4.73

Q4. The quality of the service provided?

4.90

4.77

Q5. The overall service experience?

4.90

4.73

Scale of 1 to 5 (5 = best)

  • Incidents by Client Status and Contact Source
 

Walkup

Electronic

Observation

Phone

Grand Total

Faculty

16

39

2

272

329

Staff

11

91

31

216

349

Student

14

13

2

48

77

Grand Total

41

143

35

536

755

  • Incident Reduction

 

Time Period

Count

(# of incidents)

Nov. 2011 – Jan. 2012

2,503

Nov. 2012 – Jan. 2013

755

Difference between periods

1,748

Percentage difference

69.83% Reduction

  •  Incident Resolution Defects and First Call Resolution

Total Incidents Closed  Nov. 2012 – Jan. 2013

Count

Percentage

Incidents Closed

736

 

Incident Defect Answer – NO / Not Resolved

6

0.81%

Incident Defect Answer – YES / Resolved

447

60.73%

Incident Defect Without a Response

283

38.46%

Incident Escalated

18

2.44%

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

221

89.47%

Service Request by client status and contact source

 

Walkup

Electronic

Observation

Phone

Grand Total

Faculty

189

740

47

505

1,481

Staff

61

1,096

356

794

2,307

Student

1,489

250

2

509

2,250

Grand Total

1,739

2,086

405

1,808

6,038

  • Service Request Increase

 

Time Period

Count

(# of incidents)

Nov. 2011 – Jan. 2012

4,414

Nov. 2012 – Jan. 2013

6,038

Difference between periods

1,624

Percentage difference

26.90% Increase