IT News

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

Internet Connection Uptime

  • 99.98%
  • August 11: multiple outages totaling thirty minutes, due to an upgrade of the campus routers connecting WCU to the Internet

Core Network Uptime

  • 99.89%
  • July 9-11: 2 day, 9 hour outage in Harrill due to faulty circuit breaker
  • July 12: 2 hours outage in Blue Ridge due to power loss
  • July 13: 1 hour outage in Hunter Library due to power loss
  • July 22: 11 hour outage in Harrill due to faulty circuit breaker
  • August 24: 4 hour outage in Print Shop due to fiber optic cable cut

WCU University Website

June 1, 2016 – September 30, 2016 vs. June 1, 2015 – September 30, 2015

June 1 through September 30 2016 2015 % Change
Page Views 4,543,247 5,618,400 -24%
Visits 1,752,982 1,941,892 -11%
Unique Visitors 491,519 595,013 -21%
Mobile Visits 528,483 541,494 -2.5%

 

Blackboard Learning Management System (LMS) Data

Dramatic decreases in 2015 to 2016 is due to:

  • Retirement of the Fine and Performing Arts media server and the resulting elimination of requests to create student folders.
  • Several of the Blackboard Tier 1 duties, such as Course Copy requests and Course Merge requests, were moved to the WCU IT Help Desk.

These efforts enabled Blackboard LMS support to spend more time with faculty on their teaching needs.

 CFC Metrics

Division Metrics

IT Incident and Service Request Metrics – July-September 2016

Customer Satisfaction Index (Incidents and Service Requests)

Question/Score WCU IT Industry
Q1. The courtesy of the analyst? 4.97 4.84
Q2. The technical skills/knowledge of the analyst? 4.96 4.80
Q3. The timeliness of the service provided? 4.92 4.73
Q4. The quality of the service provided? 4.96 4.78
Q5. The overall service experience? 4.94 4.75

Scale of 1 to 5 (5 = best)

 

Incidents by Client Status and Contact Source

Walkup Electronic Observation Email Phone Grand Total
Faculty 25 84 7 43 184 343
Staff 22 132 37 72 240 503
Student 23 51 1 14 112 201
70 267 45 129 536 1,047

 

Incident Change

Time Period Count

(# of Incidents)

July 2015 – September 2015 1,161
July 2016 – September 2016 1,047
Difference Between Periods -114
Percentage Difference 9.82% Decrease

 

Incident Resolution Defects and First Call Resolution

Total Incidents Closed Count Percentage
Incidents Closed 1,047
Incident Defect Answer – NO / Not Resolved 10 0.96%
Incident Defect Answer – YES / Resolved 537 51.29%
Incident Defect Without a Response 500 47.76%
Incident Escalated 75 7.16%
First Call Yield of 288 Help Desk Incidents (Resolved < 8 Hrs. @ Help Desk) 168 84.38%

 

Service Request By Client Status and Contact Source

Walkup Electronic Observation Email Phone Grand Total
Faculty 185 125 87 1,489 670 2,556
Staff 424 1,605 464 1,015 1,171 4,679
Student 2,386 268 1 340 1,434 4,429
2,995 1,998 552 2,844 3,275 11,664

 

Service Request Change

 

Time Period

Count

(# of Service Requests)

July 2015 – September 2015 9,438
July 2016 – September 2016 11,664
Difference Between Periods 2,226
Percentage Difference 23.49% Increase

 

Service Request Defects

Service Requests Recorded Count Percentage
Service Requests Closed 11,664
Service Request Defect Answer – NO / Not Resolved 69 0.59%
Service Request Defect Answer – YES / Resolved 2,921 25.04%
Service Request Defect Without a Response 8,674 74.37%