IT News

How are we doing? IT shares its metrics for July 2015 through June 2016

 

Internet Connection Uptime

  • 100%
    • No unplanned outages

Core Network Uptime

  • 99.85%
    • June 11-13: 2 day, 6 hour outage in Reid due to power failure
    • May 25: 7 hour outage in parts of HHS due to power/generator failure
    • May 11: 14 hour outage in Forsyth 2nd floor due to power failure
    • May 6 – May 26: Multiple outages in HFR 3rd floor totaling 6 days, 19 hours due to construction
    • March 31: 1.5 hour unplanned outage in the Printshop
    • February 29: 1.5 hour unplanned outage in Reynolds
    • January 15: 1.0 hour unplanned outage in HFR
    • October 21: 2 hour unplanned outage affecting some users in Hunter
    • October 14: 24 min unplanned outage affecting some users in McKee

WCU University Website for 2015-2016

Page views 16,036,690 -16% (from previous year)
 Visits  5,789,428  -15%
 Unique Visitors  1,619,272  -11%
 Visits from Mobile Devices  1,615,594 -8%

 

  • Note: with the launch of the redesign, many pages were moved, removed, or renamed, and this affected how analytic data was calculated. We expect these numbers to normalize as we progress through the WCU.edu re-launch project.Blackboard Learning Management System (LMS) Data
2005 2010 2015-2016
 Course Sections 270 1,925 6,796
% Change +612% +283%
LMS Support Staff 2.5 4.0 2.1

 This chart reflects the total number course sections offered through Blackboard for each of the years noted. The courses offered during 2015 include the residential, online courses, development courses where faculty create their course design, continuing education courses, and Student Centers used by academic programs to ensure their students receive all the appropriate information to complete the program. Blackboard availability or “up time” for this past quarter continues to remain at 99.9%, including scheduled outages.
IT Incident and Service Request Metrics – July 2015-June 2016)

 Customer Satisfaction Index (Incidents & Service Requests)

 

Question/Score WCU IT Industry
Q1. The courtesy of the analyst? 4.96 4.84
Q2. The technical skills/knowledge of the analyst? 4.95 4.79
Q3. The timeliness of the service provided? 4.90 4.70
Q4. The quality of the service provided? 4.94 4.76
Q5. The overall service experience? 4.93 4.72

Scale of 1 to 5 (5 = best)

 

Incidents by Client Status and Contact Source

Walkup Electronic Observation Email Phone Grand Total
Faculty 27 293 5 165 660 1,150
Staff 62 425 237 411 1,398 2,533
Student 61 90 3 49 2,531 2,734
Grand Total 150 808 245 625 4,589 6,417

 

Incident Increase

Time Period Count

(# of Incidents)

July 2014 – June 2015 4.819
July 2015 – June 2016 6,417
Difference Between Periods 1,598
Percentage Difference 33.16% Increase

 

Incident Resolution Defects and First Call Resolution

Total Incidents Closed Count Percentage
Incidents Closed 6,417
Incident Defect Answer – NO / Not Resolved 52 .81%
Incident Defect Answer – YES / Resolved 2,244 34.97%
Incident Defect Without a Response 4,121 64.22%
Incident Escalated 201 3.12%
First Call Yield of 3,819 Help Desk Incidents (Resolved < 8 Hrs. @ Help Desk) 3,681 96.36%

 

Service Request by Client Status and Contact Source

Walkup Electronic Observation Email Phone Grand Total
Faculty 242 411 319 1,961 1,910 4,843
Staff 634 5,621 2,218 3,179 3,581 15,233
Student 5,021 945 63 559 4,820 11,408
Grand Total 5,897 6,977 2,600 5,699 10,311 31,484

 

Service Request Increase

 

Time Period

Count

(# of Service Requests)

July 2014 – June 2015   30,669
July 2015 – June 2016     31,484
Difference Between Periods        815
Percentage Difference 2.66% Increase

Service Request Defects

Service Requests Recorded Count Percentage
Service Requests Closed 31,484
Service Request Defect Answer – NO / Not Resolved 177 0.56%
Service Request Defect Answer – YES / Resolved 9,389 29.82%
Service Request Defect Without a Response 21,748 69.08%