How Are We Doing?

Calendar Year 2018

Remedy Ticket Resolution

Time to Resolution

0-1 Hours 1,346 40.52%
1-2 Hours 421 12.67%
2-3 Hours 285 8.58%
3-4 Hours 193 5.81%
4-5 Hours 147 4.43%
5-6 Hours 83 2.50%
6-7 Hours 53 1.60%
7-8 Hours 42 1.26%
8-24 Hours 752 22.64%
Resolved within 1 day 3,322 49.54%


Time to Resolution

1-2 Days 595 17.58%
3-7 Days 1,283 37.91%
8-31 Days 1,097 32.42%
31+ Days 409 12.09%
Resolved in more than 1 day 3,384 50.46%

Calendar Year 2018

Tickets Resolved

Pie Chart VMIT Tickets Resolved by Service statistics

Incidents Resolved by Service

Count

% of Total

Desktop Support and Personal Computing

3427

51.1%

Webmaster

576

8.6%

Misc

502

7.5%

Accounts and Access

387

5.8%

Business Applications

245

3.7%

Course Management

206

3.1%

Audio/Video Production and Support

193

2.9%

Print Service

156

2.3%

Labs, Classrooms and Instructional Resources

122

1.8%

Emails and Calendar

108

1.6%

IT Security

103

1.5%

Software Licensing

102

1.5%

Instructional Design with Technology

98

1.5%

Service/Business Service

84

1.5%

Network Services

66

1.0%

Course Management Service

50

0.7%

Other

47

0.7%

Lecture Capture Service

44

0.7%

Backup, Archive, and Recovery

39

0.6%

Shared File Services

35

0.5%

Managed Web Hosting

31

0.5%

Classroom Polling Service

23

0.3%

Web & Video Conferencing

23

0.3%

Virtual Private Network (VPN)

15

0.2%

Instructional Media Service

12

0.2%

Training

12

0.2%

Total Resolutions

6706

100.0%

Year to Date

Customer Satisfaction Results

Screen shot of Form completed by customers

Customer Satisfaction Results from table displayed in bar chart

Rating

Description

Count

% of total

5

★★★★★

Very Satisfied

476

96.22%

4

★★★★

Satisfied

13

2.73%

3

★★★

Neutral

3

0.63%

2

★★

Dissatisfied

2

0.42%

1

Very Dissatisfied

0

0.0%

View results for 2018

Resource Allocation of 17 FTE (16 + 1 Contractor)

Category Percentage
Desktop Support 35%
AHDC Projects (Funded) 6%
Discretionary Resource for Projects 8%
Dev Ops 7%
Web Ops 12%
Consultation 4%
Management 8%
Application Support 7%
IT Procurement and Admin Support 6%
Security 3%
System Administration 4%
Pie Chart representing IT resource allocations

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