IT News

How are we doing? IT shares its metrics for July 2016 through June 2017

Internet Connection Uptime

  • 99.99%
    • August – multiple outages totaling thirty minutes, due to an upgrade of the campus routers connecting WCU to the internet

Core Network Uptime

  • 99.35%
    • 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
    • October 1 and October 8-9 – Ten-hour partial outage and 1.5 day partial outage in Reynolds, due to transceiver failure
    • Holiday Breaks – Five days of partial outage in the Natural Science Building, due to transceiver failures
    • December 17-18 – Two-day partial outage in Buchanan, due to transceiver failure
    • January – widespread outage caused by issues with firmware upgrade
    • June – widespread outages due to campus-wide power issues

Learning Tools Uptime

  • 100.00% – Blackboard Learn
  • 99.86% – Blackboard Collaborate
  • 99.86% – Panopto
  • 99.89% – PollEverywhere
  • 99.89% – Qualtrics

IT Incident and Service Request Metrics – July 2016-June 2017

IT Incident and Service Request Metrics – July 1, 2016 – June 30, 2017

  • Customer Satisfaction Index (Incidents & Service Requests)
Question/Score WCU IT Industry
Q1. The courtesy of the analyst? 4.97 4.86
Q2. The technical skills/knowledge of the analyst? 4.95 4.82
Q3. The timeliness of the service provided? 4.93 4.76
Q4. The quality of the service provided? 4.95 4.80
Q5. The overall service experience? 4.94 4.77

Scale of 1 to 5 (5 = best)

 

  • Incidents by Client Status and Contact Source
Walkup Electronic Observation Email Phone Grand Total
Faculty 56 294 13 133 584 1,080
Staff 85 382 144 229 890 1,730
Student 52 168 3 53 326 602
193 844 160 415 1,800 3,412

 

  • Incident Increase/Decrease
Time Period Count

(# of Incidents)

July 2015 –  June 2016 6,417
July 2016 –  June 2017 3,412
Difference Between Periods -3,005
Percentage Difference 46.83% Decrease

 

  • Incident Resolution Defects and First Call Resolution

 

Total Incidents Closed  Count Percentage
Incidents Closed 3,412
Incident Defect Answer – NO / Not Resolved 39 1.14%
Incident Defect Answer – YES / Resolved 1,714 50.23%
Incident Defect Without a Response 1,659 48.62%
Incident Escalated 228 6.67%
First Call Yield of 953 Help Desk Incidents (Resolved < 8 Hrs. @ Help Desk) 825 86.57%

 

  • Service Request By Client Status and Contact Source
Walkup Electronic Observation Email Phone Grand Total
Faculty 542 538 209 4,181 1,894 7,364
Staff 1,614 5,240 1776 2,845 3,665 15,140
Student 8,233 898 7 280 4,594 14,312
10,389 6,676 1,992 7,606 10,153 36,816

 

  • Service Request Increase/Decrease
 

Time Period

Count

(# of Service Requests)

July 2015 –  June 2015 31,480
July 2016 –  June 2017  36,816
Difference Between Periods 5,336
Percentage Difference 16.95% Increase

 

  • Service Request Defects
Service Requests Recorded Count Percentage
Service Requests Closed 36,816
Service Request Defect Answer – NO / Not Resolved 171 0.46%
Service Request Defect Answer – YES / Resolved 8,882 24.13%
Service Request Defect Without a Response 27,763 75.41%