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.

June 2014

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Satisfaction Survey Results

IS&T Survey Responses by Service Component (June 2014 Only)

metric4

IS&T Client Survey Responses upon Support Ticket Resolution

metric5

Ticket Closure Trends

Requests vs. Incidents Over Time

Incidents

Service-impacting (Priority 1) Incidents

metric5

Priority 1 Incidents by Service Component (July 2013 – June 2014)

metric5 See detailed information.

Priority 1 Incidents by Client Service (FY2013)

metric5 Client Services are only listed above if they have experienced a Priority 1 Incident during the current fiscal year, regardless of any Incidents in previous fiscal years.

Priority 1 Incidents by Service Component (FY2013)

metric5 Service Components are only listed above if they have experienced a Priority 1 Incident during the current fiscal year, regardless of any Incidents in previous fiscal years.

IS&T Priority 2 Incidents

Due to a recent change to IS&T’s Service Management tool, this report is temporarily unavailable. We will update it as soon as possible, but please feel free to contact the IT Help Center if you’d like any more information. Thank you for your patience.

IS&T Incidents (Excluding Priority 1)

Due to a recent change to IS&T’s Service Management tool, this report is temporarily unavailable. We will update it as soon as possible, but please feel free to contact the IT Help Center if you’d like any more information. Thank you for your patience.

Service Requests

IS&T Priority 2 Service Requests

Due to a recent change to IS&T’s Service Management tool, this report is temporarily unavailable. We will update it as soon as possible, but please feel free to contact the IT Help Center if you’d like any more information. Thank you for your patience.

All IS&T Service Requests

Due to a recent change to IS&T’s Service Management tool, this report is temporarily unavailable. We will update it as soon as possible, but please feel free to contact the IT Help Center if you’d like any more information. Thank you for your patience.

Change Management

Total & Unsuccessful Changes by Fiscal Year

Changes by Fiscal Year

Total & Unplanned Changes by Fiscal Year

Changes by Fiscal Year

See Changes by risk, type, scope, and state.