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
- 99.95%
- 1 hour unplanned outage on Saturday, January 18, 2014 caused by a large amount of inbound traffic overwhelming the campus’s internet connection. Possible a distributed denial of service (DDOS) attack.
Core Network Uptime
- 100% – No unplanned outages.
WCU University Website
- Page views 5,250,563 (-5%)
- Visits 1,840,479 (-2%)
- Unique visitors 483,148 (+0%)
- Visits from mobile devices 227,482 (+10%)
Division Metrics November 2013-January 2014:
- IT Incident and Service Request Metrics
- Customer Satisfaction Index (Incidents & Service Requests)
|
Question/Score |
WCU |
IT industry |
| Q1. The courtesy of the analyst? |
4.96 |
4.85 |
| Q2. The technical skills/knowledge of the analyst? |
4.93 |
4.78 |
| Q3. The timeliness of the service provided? |
4.88 |
4.71 |
| Q4. The quality of the service provided? |
4.93 |
4.76 |
| Q5. The overall service experience? |
4.92 |
4.73 |
Scale of 1 to 5 (5 = best)
- Incidents by Client Status and Contact Source
|
Walkup |
Electronic |
Observation |
Phone |
Grand Total |
|
| Faculty |
17 |
73 |
8 |
292 |
390 |
| Staff |
26 |
163 |
71 |
576 |
836 |
| Student |
16 |
19 |
3 |
50 |
88 |
| Grand Total |
59 |
255 |
82 |
918 |
1,314 |
- Incident Reduction
|
Time Period |
Count (# of incidents) |
| Nov. 2012 – Jan. 2013 |
755 |
| Nov. 2013 – Jan. 2014 |
1,314 |
| Difference between periods |
559 |
| Percentage difference |
42.54% Increase |
- Incident Resolution Defects and First Call Resolution
|
Total Incidents Closed Nov. 2013 – Jan. 2014 |
Count |
Percentage |
| Incidents Closed |
1,216 |
|
| Incident Defect Answer – NO / Not Resolved |
13 |
1.07% |
| Incident Defect Answer – YES / Resolved |
777 |
63.90% |
| Incident Defect Without a Response |
426 |
35.03% |
| Incident Escalated |
62 |
5.10% |
| First Call Yield (resolved < 8 hrs. @ Help Desk) |
529 |
89.96% |
- Service Request By Client Status and Contact Source
|
Walkup |
Electronic |
Observation |
Phone |
Grand Total |
|
| Faculty |
89 |
754 |
71 |
558 |
1,472 |
| Staff |
114 |
874 |
263 |
842 |
2,093 |
| Student |
1,595 |
120 |
3 |
912 |
2,630 |
| Grand Total |
1,798 |
1,748 |
337 |
2,312 |
6,195 |
- Service Request Increase
|
Time Period |
Count (# of Service Requests) |
| Nov. 2012 – Jan. 2013 |
6,038 |
| Nov. 2013 – Jan. 2014 |
6,195 |
| Difference between periods |
157 |
| Percentage difference |
2.53% Increase |
- Service Requests
|
Service Requests Recorded Nov. 2013 – Jan. 2014 |
Count |
Percentage |
| Service Requests Closed |
6,153 |
|
| Service Request Defect Answer – NO / Not Resolved |
41 |
0.74% |
| Service Request Defect Answer – YES / Resolved |
2,162 |
37.71% |
| Service Request Defect Without a Response |
3,950 |
61.54% |