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Service Metrics – December 2012

Satisfaction Survey Results

Survey Responses by Service Component (December 2012 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 (From July 2012)

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See detailed information.

IS&T Priority 2 Incidents

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IS&T Incidents (Excluding Priority 1)

Incidents

Service Requests

IS&T Priority 2 Service Requests

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All IS&T Service Requests

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Change Management

Success Rate of Changes

Changes by Month

Unplanned Changes

Changes by Month - Unplanned

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