Information Technology Services Dashboard Metrics
Information Technology Services “One Year Later” Update on Support Metrics
(week ending Jan 06, 2006 through Feb 16, 2007)
Category Total Number of ITS Supported Fully Electronic Classrooms Total Number of ITS Supported Computer Lab Workstations Total Number of ITS Desktops Supported Total Number of ITS Servers Managed Total Number of ITS Centrally Managed Storage in "Trillions of Bytes" (Terabytes, TB) Jan '06 103 290 2,665 145 35 Jan '07 147 368 2,989 185 42 Growth 42.72% 26.90% 12.16% 27.59% 20.00%
Support Calls Arriving at ITS
(week ending Jan 06, 2006 through Feb 16, 2007)
Support Calls Directed to ITS Calls to Switchboard Calls Directly to Technology Support Center Calls Directly to Blackboard Support Calls Directly to LOCUS support Calls Directly to ResNet Support
All Calls 102,059 48,433 4,259 2,360 1,471 158,582
% of Total 64.36% 30.54% 2.69% 1.49% 0.93% 100%
Without Switchboard 85.69% 7.53% 4.18% 2.60% 100%
A Year at a Glance
Information Technology Services Dashboard Metrics
Telephone Calls to the Switchboard 3000 2500 2000 1500 1000 500 0
January ‘06
(week ending Jan 06, 2006 through Feb 16, 2007) March 10, 2006 1,528 July 7, 2006 1,309 September 6, 2006 2,704 December 1, 2006 862
Total Calls over 59 Weeks 102,059 Average 1,729 per week
By the Week
June ‘06
February ‘07
A Year at a Glance
Information Technology Services Dashboard Metrics
Support Calls Logged at the Technology Support Center
2000
February 24, 2006 421 September 1, 2006 1,942 December 29, 2006 209
1500
Total Calls over 59 Weeks 48,433 Average 821 per week
1000
500
(week ending Jan 06, 2006 through Feb 16, 2007)
By the Week
0
January ‘06
June ‘06
February ‘07
A Year at a Glance
Information Technology Services
Technology Support Center Top Ten Types of Support Calls
(week ending Jan 06, 2006 through Jan 31, 2007)
Dashboard Metrics
44.62% 9.76% 8.33% 6.51% 6.48% 5.15% 3.42% 2.76% 2.46% 2.10%
Password Help E-Mail Assistance Network Performance Inquiry Where to go for Help Inquiry Desktop Hardware Problem Media Services Request Desktop Application Assistance Network ID Issue Business Application Assistance Desktop Installation Request
44.62% Password Help
9.76% E-Mail Help
A Year at a Glance
Information Technology Services Dashboard Metrics
Support Calls Logged with LOCUS Support Support Calls Logged with Blackboard Support Support Calls Logged with ResNet Support 400 350 300 250 200 150 100 50 0
August 25, 2006 381 January 19, 2007 373
(week ending May 06, 2006 through Feb 16, 2007)
By the Week
Total Calls Blackboard 4,259 over 39 Weeks ResNet 1,471 over 41 Weeks LOCUS 2,360 over 58 weeks Averages Blackboard 109 per week ResNet 36 per week LOCUS 41 per week
May ‘06
October ‘06
February ‘07
A Year at a Glance
Information Technology Services Dashboard Metrics
Client Managed Password Changes (PAM)
2000
November 10, 2006 1,165 January 19, 2007 1,831
1500
Total “Self Password Changes” over 19 Weeks 18,282 Average 962 per week
1000
500
(week ending Oct 13, 2006 through Feb 16, 2007)
By the Week
0
October ‘06 December ‘06 February ‘07
A Year at a Glance
Information Technology Services Dashboard Metrics
Electronic Classrooms Support Requests Academic, Administrative, & Video Conference Events Supported 200
April 28, 2006 192 December 8, 2006 188
Total Calls over 59 Weeks 7,678 Average 132 per week
September 8, 2006 151
150
100
Average 108 Classroom Support Calls per week
50
Average 24 Events per Week
0 January ‘06
June ‘06
(week ending Jan 06, 2006 through Feb 16, 2007)
February ‘07
A Year at a Glance
By the Week
Information Technology Services Dashboard Metrics
Individual Logins to Blackboard
40000 35000 30000 25000 20000 15000 10000 5000 0
January ‘06 June ‘06 February ‘07
March 10, 2006 11,960
(week ending Jan 06, 2006 through Feb 9, 2007)
By the Week
December 15, 2006 35,189 February 9, 2007 31,699
May 12, 2006 26,349
September 1, 2006 26,950
Total Calls over 58 Weeks 1,094,832 Average 18,876 per week
A Year at a Glance
Information Technology Services Dashboard Metrics
ResNet Support Calls By Residence Hall Academic Year ‘04-’05 through rst half ‘06-07
ResNet Support Calls Call by Residence Hall Baumhart Campion Coffey Creighton Fairfield Fordham Georgetown Holy Cross Mertz Regis Rockhurst Santa Clara Seattle Simpson St Louis Xavier Total Resident Students Total Commuter Students Annual Increase Academic Year 04-'05 0 75 110 64 138 212 46 37 411 0 37 106 15 188 81 41 1561 38 1599 Academic Year 05-'06 0 89 126 172 135 149 61 40 413 185 58 60 22 341 82 55 1988 185 2173 36% Academic Year 06-'07 (1st half) 68 44 27 28 71 131 41 15 247 116 21 57 17 134 57 32 1106 248 1354 25% % of Total Predicted 06-'07 3yr Total 5.02% 136 3.25% 252 1.99% 290 2.07% 292 5.24% 415 9.68% 623 3.03% 189 1.11% 107 18.24% 1,318 8.57% 417 1.55% 137 4.21% 280 1.26% 71 9.90% 797 4.21% 277 2.36% 160 81.68% 5,761 18.32% 719 100.00% 6480
% of ResNet Support Calls Resident vs. Commuter Commuter Students Support Calls Resident Students Support Calls
2% 98% 36% Increase
Academic Year 2004 - 2005 1,561 Resident 38 Commuter
9% 91% 25% Increase
Academic Year 2005 - 2006 1,988 Resident 185 Commuter
18%
The ResNet Support Program provides support to students for student owned desktops & laptops
Academic Year 2006 - 2007 (predicted) 2,212 Resident 496 Commuter
82%
A Year at a Glance
Information Technology Services Dashboard Metrics
Computer Lab Logins
20000
October 6, 2006 19,404 November 17, 2006 19,967
Total Logins over 27 Weeks 286,792 Average 10,622 per week
January 26, 2007 15,867
15000
10000
December 22, 2006 9,343
5000
(week ending Aug 18, 2006 through Feb 16, 2007)
By the Week
0
August ‘06 November ‘06 February ‘07
A Year at a Glance