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Service Metrics

Learn about key IT Services performance metrics

IT Services is committed to providing outstanding customer service and world class IT support. Part of this is being transparent about some key metrics we use to measure our performance. IT Services leadership reviews these and other metrics periodically to determine how we can improve on delivering better service to faculty, staff, and students. A key area of focus is response and resolution to “incidents.” Incidents are issues reported by our customers and based on the severity of the incident, IT Services measures corresponding response and resolution times.

Other key metrics in the following dashboards include timeliness by our Service Desk in answering calls and results of our customer satisfaction survey that is offered at the closure of each ticket.  

(click dashboard to enlarge)

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