IT Support Metrics

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In an ongoing effort to monitor our attempts to continuously improve IT service delivery, the Division of Information Technology monitors multiple aspects of support from the IT Support Center. This information includes tracking the volume of requests we receive (number of incoming calls), how quickly we answer the phone when you call (average speed to answer), how long each support call takes (average talk time), number of tickets created and more. We measure our success against pre-established milestones and display the results in both weekly and monthly reports. The graphs below represent the most recent monthly trends in IT Support Delivery. For historical weekly reports on metrics, click on the month below to view data from that time period. 

IT Support Center Volume Metrics
(March 2017)

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Weekly Reports

2017
April
March
February
January

2016
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Metrics News

PAF Placement Update: Kelly Bartz Undertakes Metrics and IT Performance Trends Project

University Business Magazine Models of Efficiency Honoree
The Division of IT was recognized by University Business Magazine for its recent customer support enhancements, resulting in improved communication, self-service, metrics and computer imaging.