Office of Information Technology

IT Service Management Metrics

Overview

OIT strives to respond to all service related requests within 8 business hours.  First line support groups target 70% resolution of these requests upon initial interaction with the customer.  Requests not able to be resolved by first line groups are escalated to one of our internal departments for additional support and troubleshooting.  These departments target resolution of requests within 72 business hours after receiving the request.  Business hours are Monday-Friday, 8am-5pm excluding scheduled university holidays


Monthly Requests: Summary for December 2011

OIT responded within 8 business hours to 2,316  (96% of all requests) during December 2011.

  • Total service requests recorded: 2,410
  • Percentage of service requests resolved at first contact: 62%
  • Target to be resolved at first contact: 70%

December 2011 Report (pdf)


Monthly Requests: Summary for November 2011

OIT responded within 8 business hours to 3,265 (94% of all requests) during November 2011.

  • Total service requests recorded: 3,265
  • Percentage of service requests resolved at first contact: 65%
  • Target to be resolved at first contact: 70%

November 2011 Report(pdf)


Monthly Requests: Summary for October 2011

OIT responded within 8 business hours to 3,325 (92% of all requests) during October 2011.

  • Total service requests recorded: 3,589
  • Percentage of service requests resolved at first contact by Support Center staff: 61%
  • Target to be resolved at first contact: 70% 

October 2011 Report(pdf)


Monthly Requests: Summary for September 2011

OIT responded within 8 business hours to 4,735 (90% of all requests) during September 2011.

  • Total service requests recorded: 5,209
  • Percentage of service requests resolved at first contact: 79%
  • Target to be resolved at first contact: 70% 

September 2011 Report (pdf)


Monthly Requests: Summary for August 2011

OIT responded within 8 business hours to 4,562 (94% of all requests) during August 2011.

  • Total service requests recorded: 5,053
  • Percentage of service requests resolved at first contact: 71%
  • Target to be resolved at first contact: 70%

August 2011 Report (pdf)


Monthly Requests: Summary for July 2011

OIT responded within 8 business hours to 2,524 (96% of all requests) during July 2011.

  • Total service requests recorded: 2,884
  • Percentage of service requests resolved at first contact: 72%
  • Target to be resolved at first contact: 70% 

July 2011 Report (pdf)


Monthly Requests: Summary for June 2011

OIT responded within 8 business hours to 3,164 (90% of all requests) during June 2011.

  • Total service requests recorded: 2,820
  • Percentage of service requests resolved at first contact: 82%
  • Target to be resolved at first contact: 70%

June 2011 Report (pdf)


Back to Top