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
- 99.991% – 2 Internet related issues
- September 6, 2012 – (2 hours) Internet outage was caused by an issue with external firewall.
- September 20, 2012 – (18.5 hours) Memory utilization issues on the proxies caused significant delays in accessing web sites
Core Network Uptime
100% No unplanned outages.
WCU University Website
- Page views 5,881,069 (+3%)
- Visits 1,949,249 (+1%)
- Unique visitors 528,517 (-1%)
- Visits from mobile devices 165,386 (+121%)
Division Metrics
August 2012 – October 2012:
- IT Incident and Service Request Metrics
|
Question/Score |
WCU |
IT Industry |
| Q1. The courtesy of the analyst? |
4.95 |
4.83 |
| Q2. The technical skills/knowledge of the analyst? |
4.89 |
4.74 |
| Q3. The timeliness of the service provided? |
4.86 |
4.67 |
| Q4. The quality of the service provided? |
4.90 |
4.73 |
| Q5. The overall service experience? |
4.89 |
4.69 |
Scale of 1 to 5 (5 = best).
- Incidents by Client Status and Contact Source
|
Walkup |
Electronic |
Observation |
Phone |
Grand |
|
| Faculty |
9 |
149 |
14 |
179 |
351 |
| Staff |
19 |
132 |
70 |
275 |
496 |
| Student |
42 |
27 |
1 |
97 |
167 |
| Grand Total |
70 |
308 |
85 |
551 |
1,014 |
- Incident Reduction
|
Time Period |
Count (# of incidents) |
| Aug 2011 – Oct 2011 |
3,211 |
| Aug 2012 – Oct 2012 |
1,014 |
| Difference between periods |
2,197 |
| Percentage difference |
68.42% reduction |
- Incident Resolution Defects and First Call Resolution
|
Total Incidents Closed Aug 2012 – Oct 2012 |
Count |
Percentage |
| Incidents Closed |
1,013 |
|
| Incident Defect Answer – NO / Not Resolved |
14 |
1.38% |
| Incident Defect Answer – YES / Resolved |
592 |
58.44% |
| Incident Defect Without a Response |
407 |
40.18% |
| Incident Escalated |
33 |
3.25% |
| First Call Yield (resolved < 8 hrs @ Help Desk) |
167 |
75.57% |
- Service Request by Client Status and Contact Source
|
Walkup |
Electronic |
Observation |
Phone |
Grand |
|
| Faculty |
249 |
923 |
25 |
771 |
1,968 |
| Staff |
193 |
1,971 |
308 |
1,278 |
3,750 |
| Student |
2,941 |
385 |
14 |
661 |
4,001 |
| Grand Total |
3,383 |
3,279 |
347 |
2,710 |
9,719 |
- Service Request Increase
|
Time Period |
Count (# of Service Requests) |
| Aug 2011 – Oct 2011 |
5,293 |
| Aug 2012 – Oct 2012 |
9,719 |
| Difference between periods |
4,426 |
| Percentage difference |
45.54% Increase |
- Service Request
|
Service Requests Recorded Aug 2012 –Oct 2012 |
Count |
Percentage |
| Service Requests Closed |
9,603 |
|
| Service Request Defect Answer – NO / Not Resolved |
72 |
0.75% |
| Service Request Defect Answer – YES / Resolved |
3,724 |
38.78% |
| Service Request Defect Without a Response |
5,807 |
60.47% |
- Help Desk Problem Resolution via Remote Access Software
|
Bomgar Sessions |
Previous Year’s Bomgar Sessions |
Difference |
Reduction/ Increase |
|
| Aug 2012 |
406 |
397 |
9 |
2.22% |
| Sep 2012 |
323 |
308 |
15 |
4.64% |
| Oct 2012 |
309 |
313 |
-4 |
-1.29% |