IT News

How Are We doing? IT Shares its Metrics for November through January

 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

  • 99.95%
    • 1 hour unplanned outage on Saturday, January 18, 2014 caused by a large amount of inbound traffic overwhelming the campus’s internet connection.  Possible a distributed denial of service (DDOS) attack.

Core Network Uptime

  • 100% – No unplanned outages.

WCU University Website

  •  Page views                                  5,250,563   (-5%)
  •  Visits                                           1,840,479   (-2%)
  •  Unique visitors                               483,148   (+0%)
  •  Visits from mobile devices            227,482   (+10%)

Division Metrics November 2013-January 2014:

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

Question/Score

WCU

IT industry

Q1. The courtesy of the analyst?

4.96

4.85

Q2. The technical skills/knowledge of the analyst?

4.93

4.78

Q3. The timeliness of the service provided?

4.88

4.71

Q4. The quality of the service provided?

4.93

4.76

Q5. The overall service experience?

4.92

4.73

Scale of 1 to 5 (5 = best)

 

  •  Incidents by Client Status and Contact Source

Walkup

Electronic

Observation

Phone

Grand Total

Faculty

17

73

8

292

390

Staff

26

163

71

576

836

Student

16

19

3

50

88

Grand Total

59

255

82

918

1,314

  • Incident Reduction

Time Period

Count (# of incidents)

Nov. 2012 – Jan. 2013

755

Nov. 2013 – Jan. 2014

1,314

Difference between periods

559

Percentage difference

42.54% Increase

 

 

 

 

  • Incident Resolution Defects and First Call Resolution

Total Incidents Closed  Nov. 2013 – Jan. 2014

Count

Percentage

Incidents Closed

1,216

Incident Defect Answer – NO / Not Resolved

13

1.07%

Incident Defect Answer – YES / Resolved

777

63.90%

Incident Defect Without a Response

426

35.03%

Incident Escalated

62

5.10%

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

529

89.96%

  •  Service Request By Client Status and Contact Source

Walkup

Electronic

Observation

Phone

Grand Total

Faculty

89

754

71

558

1,472

Staff

114

874

263

842

2,093

Student

1,595

120

3

912

2,630

Grand Total

1,798

1,748

337

2,312

6,195

  •  Service Request Increase

 Time Period

Count (# of Service Requests)

Nov. 2012 – Jan. 2013

6,038

Nov. 2013 – Jan. 2014

6,195

Difference between periods

157

Percentage difference

2.53% Increase

 

  • Service Requests

Service Requests Recorded Nov. 2013 – Jan. 2014

Count

Percentage

Service Requests Closed

6,153

Service Request Defect Answer – NO / Not Resolved

41

0.74%

Service Request Defect Answer – YES / Resolved

2,162

37.71%

Service Request Defect Without a Response

3,950

61.54%