Internet Connection Uptime

• 100%
  • No unplanned outages

Core Network Uptime

• 99.85%
  • June 11-13: 2 day, 6 hour outage in Reid due to power failure
  • May 25: 7 hour outage in parts of HHS due to power/generator failure
  • May 11: 14 hour outage in Forsyth 2nd floor due to power failure
  • May 6 – May 26: Multiple outages in HFR 3rd floor totaling 6 days, 19 hours due to construction
  • March 31: 1.5 hour unplanned outage in the Printshop
  • February 29: 1.5 hour unplanned outage in Reynolds

• January 15: 1.0 hour unplanned outage in HFR

• October 21: 2 hour unplanned outage affecting some users in Hunter
• October 14: 24 min unplanned outage affecting some users in McKee

WCU University Website for 2015-2016

Page views	16,036,690	-16% (from previous year)
Visits	5,789,428	-15%
Unique Visitors	1,619,272	-11%
Visits from Mobile Devices	1,615,594	-8%

 

• Note: with the launch of the redesign, many pages were moved, removed, or renamed, and this affected how analytic data was calculated. We expect these numbers to normalize as we progress through the WCU.edu re-launch project.Blackboard Learning Management System (LMS) Data

	2005	2010	2015-2016
Course Sections	270	1,925	6,796
% Change		+612%	+283%
LMS Support Staff	2.5	4.0	2.1

 This chart reflects the total number course sections offered through Blackboard for each of the years noted. The courses offered during 2015 include the residential, online courses, development courses where faculty create their course design, continuing education courses, and Student Centers used by academic programs to ensure their students receive all the appropriate information to complete the program. Blackboard availability or “up time” for this past quarter continues to remain at 99.9%, including scheduled outages.
IT Incident and Service Request Metrics – July 2015-June 2016)

 Customer Satisfaction Index (Incidents & Service Requests)

 

Question/Score	WCU	IT Industry
Q1. The courtesy of the analyst?	4.96	4.84
Q2. The technical skills/knowledge of the analyst?	4.95	4.79
Q3. The timeliness of the service provided?	4.90	4.70
Q4. The quality of the service provided?	4.94	4.76
Q5. The overall service experience?	4.93	4.72

Scale of 1 to 5 (5 = best)

 

Incidents by Client Status and Contact Source

	Walkup	Electronic	Observation	Email	Phone	Grand Total
Faculty	27	293	5	165	660	1,150
Staff	62	425	237	411	1,398	2,533
Student	61	90	3	49	2,531	2,734
Grand Total	150	808	245	625	4,589	6,417

 

Incident Increase

Time Period	Count (# of Incidents)
July 2014 – June 2015	4.819
July 2015 – June 2016	6,417
Difference Between Periods	1,598
Percentage Difference	33.16% Increase

 

Incident Resolution Defects and First Call Resolution

Total Incidents Closed	Count	Percentage
Incidents Closed	6,417
Incident Defect Answer – NO / Not Resolved	52	.81%
Incident Defect Answer – YES / Resolved	2,244	34.97%
Incident Defect Without a Response	4,121	64.22%
Incident Escalated	201	3.12%
First Call Yield of 3,819 Help Desk Incidents (Resolved < 8 Hrs. @ Help Desk)	3,681	96.36%

 

Service Request by Client Status and Contact Source

	Walkup	Electronic	Observation	Email	Phone	Grand Total
Faculty	242	411	319	1,961	1,910	4,843
Staff	634	5,621	2,218	3,179	3,581	15,233
Student	5,021	945	63	559	4,820	11,408
Grand Total	5,897	6,977	2,600	5,699	10,311	31,484

 

Service Request Increase

Time Period	Count (# of Service Requests)
July 2014 – June 2015	30,669
July 2015 – June 2016	31,484
Difference Between Periods	815
Percentage Difference	2.66% Increase

Service Request Defects

Service Requests Recorded	Count	Percentage
Service Requests Closed	31,484
Service Request Defect Answer – NO / Not Resolved	177	0.56%
Service Request Defect Answer – YES / Resolved	9,389	29.82%
Service Request Defect Without a Response	21,748	69.08%