IT News

How are we doing? IT shares its metrics for July through September 2014

How Are We doing? IT Shares its Metrics for July through September, 2014

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

  • 99.98%
    • 30 minute outage to Google services caused by a problem with Google’s direct link to our Internet Service Provider

Core Network Uptime

  • 100% – No unplanned outages.

WCU University Website July 1, 2014 – September 30, 2014

  • Page views                               5,024,312                (-6%)
  • Visits                                      1,722,519                (-4%)
  • Unique visitors                           501,374             (+10%)
  • Visits from mobile devices           339,908             (+20%)

Blackboard Learning Management System (LMS) Data

  2006 2007 2008 2009 2010 2011 2012 2013 2014
Courses 780 1,200 1,400 1,600 1,925 2,386 2,839 3,804 4,565
% Change +54% +16% +14% +20% +24% +19% +34% +20%

 

Division Metrics July-September 2014:

  • IT Incident and Service Request Metrics
    •  Customer Satisfaction Index (Incidents & Service Requests)
Question/Score WCU IT industry
Q1. The courtesy of the analyst? 4.95 4.83
Q2. The technical skills/knowledge of the analyst? 4.91 4.78
Q3. The timeliness of the service provided? 4.86 4.71
Q4. The quality of the service provided? 4.92 4.76
Q5. The overall service experience? 4.90 4.72

Scale of 1 to 5 (5 = best)

  •  Incidents by Client Status and Contact Source
Walkup Electronic Observation Phone Grand Total
Faculty 11 158 7 181 357
Staff 40 198 51 377 666
Student 36 21 2 48 107
Grand Total 87 377 60 606 1,130

 

  • Incident Reduction
Time Period Count (# of incidents)
Jul 2013 – Sep 2013 872
Jul 2014 – Sep 2014 1,130
Difference between periods 258
Percentage difference 22.83% Increase

 

  • Incident Resolution Defects and First Call Resolution
Total Incidents Closed July 2014 – September, 2014 Count Percentage
Incidents Closed 1,129
Incident Defect Answer – NO / Not Resolved 19 1.68%
Incident Defect Answer – YES / Resolved 667 59.08%
Incident Defect Without a Response 443 39.24%
Incident Escalated 79 7.00%
First Call Yield (resolved < 8 hrs. @ Help Desk) 364 87.08%

 

  • Service Request By Client Status and Contact Source
Walkup Electronic Observation Phone Grand Total
Faculty 325 785 33 769 1,912
Staff 176 1,271 263 1,181 2,891
Student 3,001 204 43 1,473 4,721
Grand Total 3,502 2,260 339 3,423 9,524

 

  •  Service Request Increase
 Time Period Count (# of Service Requests)
Jul 2013 – Sep 2013 10,630
Jul 2014 – Sep 2014 9,524
Difference between periods -1106
Percentage difference 11.61% Decrease

 

  • Service Requests
Total Incidents Closed July 2014 – September, 2014 Count Percentage
Service Requests Closed 9,953
Service Request Defect Answer – NO / Not Resolved 65 0.65%
Service Request Defect Answer – YES / Resolved 3,220 32.35%
Service Request Defect Without a Response 6,668 66.99%