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
• 99.999% – 3 short Internet outages
o April 25, 27 and 29 – 3 short instances (combined time of 16 min.) of distributed denial of service (DDoS) attacks. In a DDoS attack many thousands of computers (usually a collection of compromised computers scattered across the Internet) are used to send an overwhelming amount of traffic to a targeted service or Internet connection. This effectively makes it impossible to stop the attack simply by blocking a single IP address; plus, it is very difficult to distinguish legitimate user traffic from attack traffic when spread across so many points of origin. WCU is working with our internet provider MCNC on plans for addressing future events.
Core Network Uptime
• 100% No unplanned outages.
WCU University Website
• Page views 5,722,093 (+.5%)
• Visits 1,879865 (-.5%)
• Unique visitors 507,450 (-2%)
• Visits from mobile devices 198,648 (+87%)
Division Metrics February – April 2013:
• IT Incident and Service Request Metrics
- Customer Satisfaction Index (Incidents & Service Requests)
|
Question/Score |
WCU |
IT industry |
| Q1. The courtesy of the analyst? |
4.95 |
4.86 |
| Q2. The technical skills/knowledge of the analyst? |
4.92 |
4.78 |
| Q3. The timeliness of the service provided? |
4.92 |
4.74 |
| Q4. The quality of the service provided? |
4.93 |
4.77 |
| Q5. The overall service experience? |
4.92 |
4.74 |
Scale of 1 to 5 (5 = best)
- Incidents by Client Status and Contact Source
|
Walkup |
Electronic |
Observation |
Phone |
Grand Total |
|
| Faculty |
13 |
57 |
8 |
219 |
297 |
| Staff |
14 |
122 |
52 |
238 |
426 |
| Student |
47 |
35 |
1 |
60 |
143 |
| Grand Total |
74 |
214 |
61 |
517 |
866 |
- Incident Reduction
|
Time Period |
Count (# of incidents) |
| Feb. 2012 – Apr 2012 |
1,533 |
| Feb. 2013 – Apr. 2013 |
866 |
| Difference between periods |
667 |
| Percentage difference |
43.51% Reduction |
- Incident Resolution Defects and First Call Resolution
|
Total Incidents Closed Feb. 2013 – Apr. 2013 |
Count |
Percentage |
| Incidents Closed |
880 |
|
| Incident Defect Answer – NO / Not Resolved |
14 |
1.59% |
| Incident Defect Answer – YES / Resolved |
498 |
56.59% |
| Incident Defect Without a Response |
368 |
41.82% |
| Incident Escalated |
45 |
5.11% |
| First Call Yield (resolved < 8 hrs @ Help Desk) |
191 |
91.83% |
- Service Request by client status and contact source
|
Walkup |
Electronic |
Observation |
Phone |
Grand Total |
|
| Faculty |
290 |
524 |
33 |
520 |
1,367 |
| Staff |
175 |
1,646 |
479 |
1,032 |
3,332 |
| Student |
1,605 |
247 |
1 |
549 |
2,402 |
| Grand Total |
2,070 |
2,417 |
513 |
2,101 |
7,101 |
- Service Request Increase
|
Time Period |
Count (# of incidents) |
| Feb. 2012 – Apr 2012 |
4,585 |
| Feb. 2013 – Apr. 2013 |
7,101 |
| Difference between periods |
2,516 |
| Percentage difference |
35.43% Increase |
- Service Requests
|
Service Requests Recorded Feb. 2013 – Apr. 2013 |
Count |
Percentage |
| Service Requests Closed |
7,100 |
|
| Service Request Defect Answer – NO / Not Resolved |
37 |
0.52% |
| Service Request Defect Answer – YES / Resolved |
2,611 |
36.78% |
| Service Request Defect Without a Response |
4,452 |
62.70% |