FY 16-17

Incident Management

UTech Service Desk Snapshot - FY 2016-2017

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

Critical Service Levels Monthly Targets 2015/2016 Academic Y-T-D Average 2016/2017 Academic Y-T-D Average Jul-16 Aug-16 Sept-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17
Average Speed to Answer <=0:00:30 0:00:16 0:00:25 0:00:29 0:00:43 0:00:43 0:00:23 0:00:26 0:00:22 0:00:10 0:00:13 0:00:27 0:00:21 0:00:26 0:00:21
% Abandoned <=7% 1.16% 2.17% 1.59% 2.61% 4.11% 2.32% 3.12% 2.37% 0.79% 1.31% 3.27% 1.33% 2.40% 0.82%
First Call Resolution Rate >=65% 86.93% 84.59% 89.00% 81.00% 84.00% 84.00% 85.00% 83.00% 87.00% 85.00% 87.05% 88.00% 82.00% 80.00%
Customer Satisfaction Score >=3.50 4.4 4.5 4.5 4.4 4.5 4.5 4.5 4.6 4.7 4.6 4.6 4.7 4.5 4.5

** 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.