IT News

How are we doing? IT shares its metrics for October through December 2015

Internet Connection Uptime

100%

  • No unplanned outages

Core Network Uptime

99.89%

  • 24 min unplanned outage on October 14 2015, affecting some users in McKee
  • 2 hour unplanned outage on October 21, 2015 affecting some users in Hunter

WCU University Website

October 2015 – December 30, 2015 vs. October 1, 2014 – December 30, 2014

Page views 2,965,578 (-13%)
Visits 1,465,217 (-15%)
Unique visitors 472,235 (-9%)
Visits from mobile devices 401,189 (-7%)

 

Blackboard Learning Management System (LMS) Data

 

2005 2010 2015
Courses 270 1,925 5,403
% Change +612% +235%
LMS Support Staff 2.5 4.0 2.1

 Note: Blackboard availability or “up time” for 2015 is holding at 99.9%, scheduled outages included.

 

IT Incident and Service Request Metrics – Oct-Dec 2015

Customer Satisfaction Index (Incidents & Service Requests)

Question/Score WCU IT Industry
Q1. The courtesy of the analyst? 4.97 4.85
Q2. The technical skills/knowledge of the analyst? 4.94 4.81
Q3. The timeliness of the service provided? 4.89 4.73
Q4. The quality of the service provided? 4.94 4.77
Q5. The overall service experience? 4.94 4.74

Scale of 1 to 5 (5 = best)

 

Incidents by Client Status and Contact Source

Walkup Electronic Observation Email Phone Grand Total
Faculty 10 53 2 31 113 209
Staff 15 82 40 81 213 431
Student 5 13 0 8 23 49
Grand Total 30 148 42 120 349 689

 

Incident Increase

Time Period Count

(# of Incidents)

October 2014 – December2014 1254
October 2015 – December 2015 689
Difference Between Periods -565
Percentage Difference 45.06% Decrease

 

Incident Resolution Defects and First Call Resolution

Total Incidents Closed Count Percentage
Incidents Closed 689
Incident Defect Answer – NO / Not Resolved 10 1.45%
Incident Defect Answer – YES / Resolved 323 46.88%
Incident Defect Without a Response 365 51.67%
Incident Escalated 42 6.11%
First Call Yield of 187 Help Desk Incidents (Resolved < 8 Hrs. @ Help Desk) 168 89.26%

 

Service Request By Client Status and Contact Source

Walkup Electronic Observation Email Phone Grand Total
Faculty 26 34 38 130 366 594
Staff 109 970 455 592 662 2788
Student 853 154 2 65 780 1854
Grand Total 988 1158 495 787 1808 5236

 

Service Request Increase

 

Time Period

Count

(# of Service Requests)

October 2014 – December 2014 5481
October 2015 – December2015 5236
Difference Between Periods -245
Percentage Difference (4.47%)

 

Service Request Defects

Service Requests Recorded Count Percentage
Service Requests Closed 5236
Service Request Defect Answer – NO / Not Resolved 29 0.55%
Service Request Defect Answer – YES / Resolved 1859 35.5%
Service Request Defect Without a Response 3348 63.94%