IT News

How are we doing? IT shares its metrics for February, March, and April

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
• 99.999% – 3 short Internet outages
o April 25, 27 and 29 – 3 short instances (combined time of 16 min.) of distributed denial of service (DDoS) attacks. In a DDoS attack many thousands of computers (usually a collection of compromised computers scattered across the Internet) are used to send an overwhelming amount of traffic to a targeted service or Internet connection. This effectively makes it impossible to stop the attack simply by blocking a single IP address; plus, it is very difficult to distinguish legitimate user traffic from attack traffic when spread across so many points of origin. WCU is working with our internet provider MCNC on plans for addressing future events.

Core Network Uptime
• 100% No unplanned outages.

WCU University Website
• Page views 5,722,093 (+.5%)
• Visits 1,879865 (-.5%)
• Unique visitors 507,450 (-2%)
• Visits from mobile devices 198,648 (+87%)

Division Metrics  February – April 2013:
• IT Incident and Service Request Metrics

  •   Customer Satisfaction Index (Incidents & Service Requests)

 

Question/Score

WCU

IT industry

Q1. The courtesy of the analyst?

4.95

4.86

Q2. The technical skills/knowledge of the analyst?

4.92

4.78

Q3. The timeliness of the service provided?

4.92

4.74

Q4. The quality of the service provided?

4.93

4.77

Q5. The overall service experience?

4.92

4.74

Scale of 1 to 5 (5 = best)

  •    Incidents by Client Status and Contact Source
 

Walkup

Electronic

Observation

Phone

Grand Total

Faculty

13

57

8

219

297

Staff

14

122

52

238

426

Student

47

35

1

60

143

Grand Total

74

214

61

517

866

 

  •   Incident Reduction

 

Time Period

Count

(# of incidents)

Feb. 2012 – Apr 2012

1,533

Feb. 2013 – Apr. 2013

866

Difference between periods

667

Percentage difference

43.51% Reduction

 

 

 

 

 

  •    Incident Resolution Defects and First Call Resolution

Total Incidents Closed  Feb. 2013 – Apr. 2013

Count

Percentage

Incidents Closed

880

 
Incident Defect Answer – NO / Not Resolved

14

     1.59%
Incident Defect Answer – YES / Resolved

498

    56.59%
Incident Defect Without a Response

368

    41.82%
Incident Escalated

45

     5.11%
First Call Yield (resolved < 8 hrs @ Help Desk)

191

    91.83%
  •   Service Request by client status and contact source
 

Walkup

Electronic

Observation

Phone

Grand Total

Faculty

290

524

33

520

1,367

Staff

175

1,646

479

1,032

3,332

Student

1,605

247

1

549

2,402

Grand Total

2,070

2,417

513

2,101

7,101

 

  •    Service Request Increase

 

Time Period

Count

(# of incidents)

Feb. 2012 – Apr 2012

4,585

Feb. 2013 – Apr. 2013

7,101

Difference between periods

2,516

Percentage difference

35.43% Increase

 

  • Service Requests

Service Requests Recorded Feb. 2013 – Apr. 2013

Count

Percentage

Service Requests Closed

7,100

 
Service Request Defect Answer – NO / Not Resolved

37

      0.52%
Service Request Defect Answer – YES / Resolved

2,611

    36.78%
Service Request Defect Without a Response

4,452

    62.70%