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Calendar Year 2017

Remedy Ticket Resolution

Time to Resolution

0-1 Hours 956 27.42%
1-2 Hours 569 16.32%
2-3 Hours 384 11.02%
3-4 Hours 265 7.60%
4-5 Hours 183 5.25%
5-6 Hours 111 3.18%
6-7 Hours 68 1.95%
7-8 Hours 39 1.12%
8-24 Hours 911 26.13%
Resolved within 1 day 3486 53.71%


Time to Resolution

1-2 Days 493 16.41%
3-7 Days 1045 34.79%
8-31 Days 952 31.69%
31+ Days 514 17.11%
Resolved in more than 1 day 3004 46.29%

Calendar Year 2017

Tickets Resolved

Pie Chart VMIT Tickets Resolved by Service statistics

Incidents Resolved by Service

Count

% of Total

Desktop Support

2745

42.3%

Misc. (Webmaster)

2459

37.9%

Accounts and Access

349

5.4%

Business Applications

180

2.8%

Print Service

141

2.2%

Other

134

2.1%

Software Licensing

88

1.4%

Shared File Services

82

1.3%

Email and Calendar

81

1.2%

Backup, Archive, and Recovery

52

0.8%

Network Service

51

0.8%

IT security

33

0.5%

Instructional Design with Technology

32

0.5%

Managed Web Hosting

25

0.4%

Network Services

23

0.4%

Audio/Video Production and Support

15

0.2%

Total Resolutions

6490

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

465

96.1%

4

★★★★

Satisfied

14

2.9%

3

★★★

Neutral

5

1.0%

2

★★

Dissatisfied

0

0.0%

1

Very Dissatisfied

0

0.0%

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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