IT News

How are we doing? IT shares its metrics for May, June, and July 2013

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.

May-July 2013:

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

Question/Score

WCU

IT industry

Q1. The courtesy of the analyst?

4.97

4.86

Q2. The technical skills/knowledge of the analyst?

4.95

4.78

Q3. The timeliness of the service provided?

4.91

4.72

Q4. The quality of the service provided?

4.96

4.77

Q5. The overall service experience?

4..93

4.74

Scale of 1 to 5 (5 = best)

  •   Incidents by Client Status and Contact Source
 

Walkup

Electronic

Observation

Phone

Grand Total

Faculty

8

18

1

76

103

Staff

12

121

34

265

432

Student

14

14

0

87

115

Grand Total

34

153

35

428

650

  • Incident Reduction

 

Time Period

Count

(# of incidents)

May. 2012 – Jul 2012

898

May. 2013 – Jul. 2013

650

Difference between periods

248

Percentage difference

27.62% Reduction

 

 

 

  •   Incident Resolution Defects and First Call Resolution

Total Incidents Closed  May. 2013 – Jul. 2013

Count

Percentage

Incidents Closed

662

 

Incident Defect Answer – NO / Not Resolved

15

2.27%

Incident Defect Answer – YES / Resolved

392

59.21%

Incident Defect Without a Response

255

38.52%

Incident Escalated

32

4.83%

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

133

89.26%

  • Service Request by client status and contact source
 

Walkup

Electronic

Observation

Phone

Grand Total

Faculty

96

512

36

559

1,203

Staff

96

1,659

422

963

3,140

Student

1,194

209

4

1,269

2,676

Grand Total

1,386

2,380

462

2,791

7,019

  • Service Request Increase

 

Time Period

Count

(# of incidents)

May. 2012 – Jul 2012

5,567

May. 2013 – Jul. 2013

7,019

Difference between periods

1,452

Percentage difference

20.69% Increase

  • Service Request

Service Requests Recorded May. 2013 – Jul. 2013

Count

Percentage

Service Requests Closed

7,009

 
Service Request Defect Answer – NO / Not Resolved

32

      0.46%
Service Request Defect Answer – YES / Resolved

2,744

    39.15%
Service Request Defect Without a Response

4,233

    60.39%