Service Metrics
IS&T collects and reports on Service metrics to help analyze trends and overall performance of Services and Service Management processes. The reports below provide metrics on Incidents, Service Requests, and Changes.
An Incident is defined as any event which is not part of the standard operation of Services and which causes, or may cause, an interruption or a reduction of the quality of the Service. Duration is calculated based on the Incidents resolved during a given month. Priority 1 Incident duration is calculated based on the amount of time a service is not available. All other Incident durations are calculated based on how long a ticket is open.
A Service Request is a request from a client for more information, advice, a standard change, or access to a service. Duration is calculated based on the Service Requests resolved during a given month.
A Change is the addition, modification or removal of anything that could have an effect on a service, including Configuration Items, processes and documentation. An Emergency Change is immediate in nature, implemented to restore service and can be documented after the fact. An Urgent Change is authorized by the Change Manager or Emergency Change Advisory Board for implementation prior to the normal lead time for approval due to business requirements.
April 2013
View Previous Months | View Service-specific Reports
Satisfaction Survey Results
Survey Responses by Service Component (April 2013 Only)
IS&T Client Survey Responses upon Support Ticket Resolution
Ticket Closure Trends
Requests vs. Incidents Over Time
Incidents
IS&T Service-impacting (Priority 1) Incidents
IS&T Priority 1 Incidents by Service Component (July 2012 – April 2013)
IS&T Priority 2 Incidents
IS&T Incidents (Excluding Priority 1)
