General

Interesting Stats from IT Services

March 19, 2018 /

IT Services staff work diligently to address faculty, staff, and student needs. Below are some statistics to give you an idea of how many requests for support we receive and how quickly we work to get the issues resolved. These are metrics we are continually looking to improve upon. A big thank you to the IT Services team for their great work, and a big thank you to all our users for your support and patience.

  • Help Desk Statistics (June 1, 2017 – February 28, 2018)
    • 3,374 tickets were created during this period
    • IT Services has closed 3,130 of these tickets
    • Response Times
      • Average response time was 6 hours and 42 minutes
      • 65% of tickets were responded to in less than 1 hour
      • 85% of tickets were responded to in less than 4 hours
      • 90% of tickets were responded to in less than 8 hours
    • Resolution Times
      • 50% of tickets were resolved in less than 24 hours
      • 64% of tickets were resolved in less than 48 hours
      • 73% of tickets were resolved in less than 72 hours