Statistics

Here you will find statistics for OIT Support Center. OIT uses HP Peregrine ServiceCenter to track and escalate consumer IT requests. HP Peregrine ServiceCenter is heavily based around the ITIL framework for service management. Additional information includes handle time for support center analysts as well as resolution times for escalated requests for 2nd line technicians. Requests are categorized by Account Maintenance, Desktop Hardware & Software, Enterprise (Banner, Roxen, MyUA), Network, and Consumer Inquiry (IT specific or non-IT specific).

Surveys

• Service Center Customer Satisfaction Survey

• UA Statewide Administration Customer Expectations Survey (July 2005)

• UAF Staff & Faculty Customer Expectations Survey (March 2006)