Internet Connection Uptime
- 99.99%
- August – multiple outages totaling thirty minutes, due to an upgrade of the campus routers connecting WCU to the internet
Core Network Uptime
- 99.35%
- July 9-11 – 2 day, 9 hour outage in Harrill due to faulty circuit breaker
- July 12 – 2 hours outage in Blue Ridge due to power loss
- July 13 – 1 hour outage in Hunter Library due to power loss
- July 22 – 11 hour outage in Harrill due to faulty circuit breaker
- August 24 – 4 hour outage in Print Shop due to fiber optic cable cut
- October 1 and October 8-9 – Ten-hour partial outage and 1.5 day partial outage in Reynolds, due to transceiver failure
- Holiday Breaks – Five days of partial outage in the Natural Science Building, due to transceiver failures
- December 17-18 – Two-day partial outage in Buchanan, due to transceiver failure
- January – widespread outage caused by issues with firmware upgrade
- June – widespread outages due to campus-wide power issues
Learning Tools Uptime
- 100.00% – Blackboard Learn
- 99.86% – Blackboard Collaborate
- 99.86% – Panopto
- 99.89% – PollEverywhere
- 99.89% – Qualtrics
IT Incident and Service Request Metrics – July 2016-June 2017
IT Incident and Service Request Metrics – July 1, 2016 – June 30, 2017
- Customer Satisfaction Index (Incidents & Service Requests)
| Question/Score | WCU | IT Industry |
| Q1. The courtesy of the analyst? | 4.97 | 4.86 |
| Q2. The technical skills/knowledge of the analyst? | 4.95 | 4.82 |
| Q3. The timeliness of the service provided? | 4.93 | 4.76 |
| Q4. The quality of the service provided? | 4.95 | 4.80 |
| Q5. The overall service experience? | 4.94 | 4.77 |
Scale of 1 to 5 (5 = best)
- Incidents by Client Status and Contact Source
| Walkup | Electronic | Observation | Phone | Grand Total | ||
| Faculty | 56 | 294 | 13 | 133 | 584 | 1,080 |
| Staff | 85 | 382 | 144 | 229 | 890 | 1,730 |
| Student | 52 | 168 | 3 | 53 | 326 | 602 |
| 193 | 844 | 160 | 415 | 1,800 | 3,412 |
- Incident Increase/Decrease
| Time Period | Count
(# of Incidents) |
| July 2015 – June 2016 | 6,417 |
| July 2016 – June 2017 | 3,412 |
| Difference Between Periods | -3,005 |
| Percentage Difference | 46.83% Decrease |
- Incident Resolution Defects and First Call Resolution
| Total Incidents Closed | Count | Percentage |
| Incidents Closed | 3,412 | |
| Incident Defect Answer – NO / Not Resolved | 39 | 1.14% |
| Incident Defect Answer – YES / Resolved | 1,714 | 50.23% |
| Incident Defect Without a Response | 1,659 | 48.62% |
| Incident Escalated | 228 | 6.67% |
| First Call Yield of 953 Help Desk Incidents (Resolved < 8 Hrs. @ Help Desk) | 825 | 86.57% |
- Service Request By Client Status and Contact Source
| Walkup | Electronic | Observation | Phone | Grand Total | ||
| Faculty | 542 | 538 | 209 | 4,181 | 1,894 | 7,364 |
| Staff | 1,614 | 5,240 | 1776 | 2,845 | 3,665 | 15,140 |
| Student | 8,233 | 898 | 7 | 280 | 4,594 | 14,312 |
| 10,389 | 6,676 | 1,992 | 7,606 | 10,153 | 36,816 |
- Service Request Increase/Decrease
|
Time Period |
Count
(# of Service Requests) |
| July 2015 – June 2015 | 31,480 |
| July 2016 – June 2017 | 36,816 |
| Difference Between Periods | 5,336 |
| Percentage Difference | 16.95% Increase |
- Service Request Defects
| Service Requests Recorded | Count | Percentage |
| Service Requests Closed | 36,816 | |
| Service Request Defect Answer – NO / Not Resolved | 171 | 0.46% |
| Service Request Defect Answer – YES / Resolved | 8,882 | 24.13% |
| Service Request Defect Without a Response | 27,763 | 75.41% |