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Service Metrics – July 2013

Satisfaction Survey Results

Survey Responses by Service Component (July 2013 Only)

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IS&T Client Survey Responses upon Support Ticket Resolution

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Ticket Closure Trends

Requests vs. Incidents Over Time

Incidents

IS&T Service-impacting (Priority 1) Incidents

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IS&T Priority 1 Incidents by Service Component (August 2012 – July 2013)

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See detailed information.

Priority 1 Incidents by Client Service (CY2012/2013)

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Priority 1 Incidents by Service Component (CY2012/2013)

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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

Success Rate of Changes

Changes by Month

Unplanned Changes

Changes by Month - Unplanned

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