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 client satisfaction, incident resolution, and service availability. The client satisfaction metrics are based on your responses to ticket surveys. Thank you for any input you have provided. 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. Incident metrics are calculated based on the incidents resolved during a given month. A service request is a request from a client for more information, advice, a standard change, or access to a service.
IS&T March 2018
Incident Closure Trend
Incident Ticket Resolution Duration
Incident Resolution Achieved SLA Rate