IT Services Monthly Report - October 2012

IT Services Monthly Report - October 2012

ICT Servicedesk was involved in 3212 calls and received 2131 emails during October 2012. The total number of jobs entered in RMS Servicedesk for completion by IT Services during October 2012 was 1,042. A breakdown of the jobs by category can be seen in chart 1 below.

CHART 1: Total number of Jobs by Category – October 2012

Incidents 232

Request for Change 368

The top ten applications for Incidents and Request for Change are listed in the table below:

Table 1: Top Ten Applications for Incidents

Application / No of Jobs /
Desktop Hardware / 57
Printer related / 48
Service Authentication Issues / 23
E5 Finance Application / 17
Oracle Database Admin / 17
To be classified / 16
Public Clusters / 15
Email Accounts / 13
Staff/students personal / 13
Other misc.app issues / 13

Table 2: Top Ten Applications for Request for Change

Application / No of Jobs /
NDS Accounts / 79
Desktop Hardware / 51
Email accounts / 50
Socket (Voice) / 44
To be classified / 35
Printer related / 34
Windows 7 Upgrade / 33
Majordomo Accounts / 25
Socket (Data) / 25
Public Clusters / 22

Total number of jobs completed by IT Services in October 2012 was 1,018, with a completion rate before or on target of 79%. Please see chart 2 below.

CHART 2: Percentage of jobs cleared within target – October 2012

Number of Calls cleared in Target 79%

Number of Calls not cleared in Target 21%

Of the 1,018 jobs completed in October 2012 we received 73 responses to our web based Customer Satisfaction Survey. 100% of respondents gave a rating of satisfied or very satisfied. Please see further detail in chart 3 below.

CHART 3: Customer Satisfaction Survey Results – October 2012

V.Dissatisfied / 0
Dissatisfied / 0
Satisfied / 3
Very Satisfied / 12

NorMAN Out of Hours Service

During October, 12 calls were logged with the NorMAN out-of-hours Service. Of these 12 calls, 10 were resolved by NorMAN staff and 2 were referred back to ICT Servicedesk. Of the 2 which were referred back to ICT Servicedesk 2 were reporting the machine room alarm alerts for 02.01 and E60.