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.

In October, the UTech Service Desk saw a volume ever with over 5200 contacts to the Service Desk. UTech reached 38 months in a row with a Customer Satisfaction score of 4.7 or more.  The score was 4.70 (out of 5) for October, 2020. Every month, Coforge is contractually committed to achieving the following metrics:

  • 70% of calls answered within an average speed to answer of 30 seconds; CWRU was at 57.54% for October, 2020;
  • Call abandonment rate of less than or equal to 8%; 11.4% for CWRU for October, 2020
  • First call resolution of 65%; 67% for CWRU for October, 2020

Our “Net Promoter Score” (NPS), a measure to track customer satisfaction based on customer survey results, was at 74% for October, 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 2019/2020 Academic Y-T-D Average 2020/2021 Academic Y-T-D Average Jul-20 Aug-20 Sep-20 Oct-20 Nov-20 Dec-20 Jan-21 Feb-21 Mar-21 Apr-21 May-21 Jun-21
Incidents Presented to Help Desk * 2019/2020 totals on bottom 2000 4932 7566 5008 10341 7350 5255                
3961 5794 5687 5223                
Total Incidents
(Includes observed by agent, observed by NOC, and walk ups)
  5460 7845 5227 10610 7698 5546                
4576 6677 6449 6450                
Average Speed to Answer <=0:00:30 0:02:17 0:05:09 0:02:27 0:31:11 0:25:12 0:04:57                
ASA % >=70% 75.14% 36.86% 64.82% 20.37% 28.87% 57.54%                
% Abandoned <=8% 6.08% 20.05% 8.40% 23.27% 23.79% 11.36%                
First Call Resolution Rate >=65% 73.17% 63.67% 68.00% 66.00% 57.00% 67.00%                
Customer Satisfaction Score >=4.00 4.78 4.75 4.87 4.77 4.73 4.70                
Average Agent Talk Time (Calls)   0:12.03 0:03.33 0:15.17 0:13.23 0:13.42 0:14:11                
Voicemails   117 810 85 1,440 906 316                
Requested Callback   116 880 172 1,549 918 268                

 ** 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.