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How Are We Doing? IT Shares Its Metrics for August through October 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.

Internet Connection Uptime

  •         100% – No unplanned outages.

Core Network Uptime

  •          100% – No unplanned outages.

WCU University Website

Our web site traffic (wcu.edu) continues growing quarter over quarter, with notable increases again from mobile devices.  

  •  Page views                              5,527,859          (-3%)
  •  Visits                                     1,886,526         (+2%)
  •  Unique visitors                          481,134          (-5%)
  •  Visits from mobile devices         227,482          (+88)

Division Metrics  August-October 2013:

  •        IT Incident and Service Request Metrics

 

  •    Customer Satisfaction Index (Incidents & Service Requests)

 

Question/Score

WCU

IT industry

Q1. The courtesy of the analyst?

4.93

4.84

Q2. The technical skills/knowledge of the analyst?

4.91

4.78

Q3. The timeliness of the service provided?

4.85

4.65

Q4. The quality of the service provided?

4.91

4.75

Q5. The overall service experience?

4.89

4.70

Scale of 1 to 5 (5 = best)

 

  •  Incidents by Client Status and Contact Source

 

 

Walkup

Electronic

Observation

Phone

Grand Total

Faculty

10

58

9

267

344

Staff

30

139

48

318

535

Student

44

21

2

55

122

Grand Total

84

218

59

640

1,001

 

  •  Incident Reduction

 

 

Time Period

Count

(# of incidents)

Aug. 2012 – Oct. 2012

1,017

Aug. 2013 – Oct. 2013

1,001

Difference between periods

16

Percentage difference

1.57% Reduction

 

  

 

 

 

  • Incident Resolution Defects and First Call Resolution

 

Total Incidents Closed  Aug. 2013 – Oct. 2013

Count

Percentage

Incidents Closed

995

 

Incident Defect Answer – NO / Not Resolved

25

2.51%

Incident Defect Answer – YES / Resolved

561

56.38%

Incident Defect Without a Response

409

41.11%

Incident Escalated

56

5.63%

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

260

89.35%

 

  •  Service Request By Client Status and Contact Source

 

 

Walkup

Electronic

Observation

Phone

Grand Total

Faculty

234

981

79

834

2,128

Staff

115

1,812

436

1,007

3,370

Student

3,522

285

9

941

4,757

Grand Total

3,871

3,078

524

2,782

10,255

 

  •  Service Request Increase

 

 

Time Period

Count

(# of incidents)

Aug. 2012 – Oct. 2012

9,714

Aug. 2013 – Oct. 2013

10,255

Difference between periods

541

Percentage difference

5.28% Increase

 

  • Service Requests

 

Service Requests Recorded Aug. 2013 – Oct. 2013

Count

Percentage

Service Requests Closed

10,243

 

Service Request Defect Answer – NO / Not Resolved

76

0.74%

Service Request Defect Answer – YES / Resolved

3,863

37.71%

Service Request Defect Without a Response

6,304

61.54%