Service Management

Incident Management

UTech has implemented an Incident Management model that pulls from industry standard methodologies and has been customized for our specific IT environment. Many of the processes and results achieved at CWRU compare favorably to other IT organizations across the country and are considered to be cutting-edge within the sector of Higher Education. Incident Management encompasses our IT Service Desk, UTech resolver teams, ticket tracking, customer satisfaction surveys, and the metrics that help support UTech's data driven approach to providing the best IT experience possible for the CWRU community.

UTech Service Desk Snapshot

The UTech Service Desk offers 24x7x365 support to the university via telephone (216.368.HELP), email (help@case.edu) or via chat (help.case.edu). With a first call resolution rate that is typically over 80%, most issues are resolved by the team. Issues that cannot be resolved get assigned to a resolver group for further troubleshooting and resolution.

UTech reached 35 months in a row with a Customer Satisfaction score of 4.7 (out of 5) or more. The score was 4.9 for May 2020. Every month, Artech is contractually committed to achieving the following metrics:

  • 80% of calls answered within an average speed to answer of 30 seconds; CWRU was at 71% for May, 2020;
  • Call abandonment rate of less than or equal to 6%; 6.1% for CWRU for May, 2020
  • First call resolution of 65%; 72% for CWRU for April, 2020

Our “Net Promoter Score” (NPS), a measure to track customer satisfaction based on customer survey results, was at 92% for May, 2020. A positive NPS (i.e. higher than zero) is thought to be good, higher than 50% is considered excellent and more than 70% top class.

Case Western Reserve University UTech Help Desk

Critical Service Levels Monthly Targets 2018/2019 Academic Y-T-D Average 2019/2020 Academic Y-T-D Average Jul-19 Aug-19 Sep-19 Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20 Apr-20 May-20 Jun-20
Incidents Presented to Help Desk * 2018/2019 totals on bottom 2000 3887 4853 3961 5794 5687 5223 4134 4318 6045 4584 6641 3902 4168  
3748 5516 4275 4071 3721 2724 4307 3862 3473 3489 3778 3683
Total Incidents
(Includes observed by agent, observed by NOC, and walk ups)
  4362 5516 4576 6677 6449 5966 4683 4747 6811 5249 7017 4056 4368  
4100 6290 4856 4500 4122 2953 4747 4259 3975 4090 4263 4193
Average Speed to Answer <=0:00:30 0:00:23 0:01:00 0:00:42 0:00:45 0:00:47 0:01:24 0:00:53 0:01:32 0:01:46 0:00:40 0:08:44 0:03:33 0:03:19  
ASA % >=80% N/A 78.98 82.98% 80.07% 82.06% 73.97% 81.52% 73.61% 81.01% 86.81% 49.75% 71.56% 71.17%  
% Abandoned <=6% 1.73% 4.85% 3.90% 4.96% 3.43% 6.92% 3.60% 5.86% 4.36% 3.10% 13.54% 6.44% 6.08%  
First Call Resolution Rate >=65% 78.33% 76.00% 80.00% 78.00% 71.00% 76.00% 78.00% 73.00% 73.00% 71.00% 73.00% 72.00% 70.00%  
Customer Satisfaction Score >=4.00 4.77 4.75 4.76 4.76 4.68 4.85 4.83 4.78 4.77 4.75 4.81 4.84 4.91  
Average Agent Talk Time (Calls)   0:10:08 0:10:42 0:09:48 0:10:19 0:09:55 0:11:34 0:10:01 0:12:33 0:12:07 0:11:08 0:13:37 0:15:48 0:13:54  
Voicemails   27 31 54 39 25 28 14 27 39 16 136 65 59  
Requested Callback   17 114 36 64 47 94 38 72 95 38 464 160 144  

 ** Metric Definitions:
Average Speed to Answer -
Time elapsed between a call entering the Service Desk phone queue and being answered by an analyst.
% Abandoned - The percentage of calls in which the callers disconnects after waiting for more than 30 seconds.
First Call Resolution Rate - The percentage of incidents and service requests resolved by the Service Desk without escalating to a resolver team.

View FY 2016-2017 snapshot