Internet Connection Uptime
100%
- No unplanned outages
Core Network Uptime
99.89%
- 24 min unplanned outage on October 14 2015, affecting some users in McKee
- 2 hour unplanned outage on October 21, 2015 affecting some users in Hunter
WCU University Website
October 2015 – December 30, 2015 vs. October 1, 2014 – December 30, 2014
| Page views | 2,965,578 | (-13%) |
| Visits | 1,465,217 | (-15%) |
| Unique visitors | 472,235 | (-9%) |
| Visits from mobile devices | 401,189 | (-7%) |
Blackboard Learning Management System (LMS) Data
| 2005 | 2010 | 2015 | |
| Courses | 270 | 1,925 | 5,403 |
| % Change | +612% | +235% | |
| LMS Support Staff | 2.5 | 4.0 | 2.1 |
Note: Blackboard availability or “up time” for 2015 is holding at 99.9%, scheduled outages included.
IT Incident and Service Request Metrics – Oct-Dec 2015
Customer Satisfaction Index (Incidents & Service Requests)
| Question/Score | WCU | IT Industry |
| Q1. The courtesy of the analyst? | 4.97 | 4.85 |
| Q2. The technical skills/knowledge of the analyst? | 4.94 | 4.81 |
| Q3. The timeliness of the service provided? | 4.89 | 4.73 |
| Q4. The quality of the service provided? | 4.94 | 4.77 |
| Q5. The overall service experience? | 4.94 | 4.74 |
Scale of 1 to 5 (5 = best)
Incidents by Client Status and Contact Source
| Walkup | Electronic | Observation | Phone | Grand Total | ||
| Faculty | 10 | 53 | 2 | 31 | 113 | 209 |
| Staff | 15 | 82 | 40 | 81 | 213 | 431 |
| Student | 5 | 13 | 0 | 8 | 23 | 49 |
| Grand Total | 30 | 148 | 42 | 120 | 349 | 689 |
Incident Increase
| Time Period | Count
(# of Incidents) |
| October 2014 – December2014 | 1254 |
| October 2015 – December 2015 | 689 |
| Difference Between Periods | -565 |
| Percentage Difference | 45.06% Decrease |
Incident Resolution Defects and First Call Resolution
| Total Incidents Closed | Count | Percentage |
| Incidents Closed | 689 | |
| Incident Defect Answer – NO / Not Resolved | 10 | 1.45% |
| Incident Defect Answer – YES / Resolved | 323 | 46.88% |
| Incident Defect Without a Response | 365 | 51.67% |
| Incident Escalated | 42 | 6.11% |
| First Call Yield of 187 Help Desk Incidents (Resolved < 8 Hrs. @ Help Desk) | 168 | 89.26% |
Service Request By Client Status and Contact Source
| Walkup | Electronic | Observation | Phone | Grand Total | ||
| Faculty | 26 | 34 | 38 | 130 | 366 | 594 |
| Staff | 109 | 970 | 455 | 592 | 662 | 2788 |
| Student | 853 | 154 | 2 | 65 | 780 | 1854 |
| Grand Total | 988 | 1158 | 495 | 787 | 1808 | 5236 |
Service Request Increase
|
Time Period |
Count
(# of Service Requests) |
| October 2014 – December 2014 | 5481 |
| October 2015 – December2015 | 5236 |
| Difference Between Periods | -245 |
| Percentage Difference | (4.47%) |
Service Request Defects
| Service Requests Recorded | Count | Percentage |
| Service Requests Closed | 5236 | |
| Service Request Defect Answer – NO / Not Resolved | 29 | 0.55% |
| Service Request Defect Answer – YES / Resolved | 1859 | 35.5% |
| Service Request Defect Without a Response | 3348 | 63.94% |