ITS Managed IT Support

Transcription

1 ITS Managed IT Support INCIDENT AND SURVEY REPORT From July 1, 2013 to July 31, 2014 T h e U n i v e r s i t y o f T e x a s a t A u s t i n I T S C U S T O M E R S U P P O R T S E R V I C E S ( C S S ) 8 / 1 /

2 Service Quality Security (Compliance) Our Goal: We continuously work to improve our systems, business processes, and policies to minimize risks, while enabling changing business needs and priorities. Completed 20 annual Information Security Office Our Goal: We ensure that our services are aligned with the needs of the customer and that they consistently meet or exceed service levels, while giving highest priority to a positive experience. Trained staff on VoIP to provide support for bldgs. transitioning to VoIP Migrated 90% of contracts to Office 365 Deployed 350 new computer lifecycle machines Provided support at NO cost to departments who needed boots on the ground assistance during Office 365 migration project Risk Assessment (ISORA) surveys Deployed FireAmp Upgraded System Center Configuration Manager (SCCM) to version 2012 on managed PC laptops and workstations 100% Laptops Encrypted 100% High Risk Desktop Encrypted System Patch Management Fully automated installation of core applications & patches Real time compliance monitoring 99% Service Level Agreement Achieved 10,491 Total Incidents Top 10 Support Issues Support by Category Software and Application Support 23% Computer Setup and Troubleshoo ting 22% Support & Consultation 4% /Calend aring 16% Office 365 4% Network & Internet 5% Permissions 6% Printer Support 8% New Employee 6% Hardware Support 6%

3 Customer Satisfaction Our Goal: We work to consistently deliver high levels of satisfaction to our customers. In addition to the incredible technical knowledge Colton has, he has terrific customer service skills. He is exceedingly patient and listens well. He is an amazing asset to the ITS. I am very appreciative of the assistance he provided and the effort he put into finding the solution when Outlook decided it no longer liked me. Thanks you! LBJ School The ITS support we receive at the center is always timely, professional and Ken is a very courteous person. He goes out of his way to answer many of our questions and is always willing to assist us with many small problems. Thank you for your support. JWC ldflower Center Always excellent customer service. These guys are smarter than the average bear and impress me with their eclectic knowledge of all kinds of complicated computer stuff. They consistently go out of their way to exceed my expectations. Thanks!!! ---Business & Financial Services He is a perfect model of a customer service oriented tech support professional. He not only exceeds expectation, but solidifies confidence that anything he's involved in is sure to be done right with no questions asked. Excellent employee...i'd double his salary merely based on his attitude and approach towards providing superior service. --Facilities Service You and your staff are ALWAYS amazing to our group! I can t say enough good things about this particular group. Keep doing what you are doing and keep up the nice work! Commons Learning Center Everyone is always so helpful and they respond very quickly to any request for assistance. -- IPSI 4.94 out of 5 is average customers overall satisfaction survey rating 96 % of customers say they are VERY satisfied with the support we offer.7%.7% 3% 96% Very Satisfied Satisfied Neutral Dissatisfied/Very Dissatisfied Savings Our Goal: We are committed to improving cost-effectiveness of IT services, provide the highest value of IT customer support and cost savings to align with departmental IT needs. Consolidated annual desktop support billing with ITS Telecommunications & Networking billing Provided cost savings to departments in lieu of filling three FTE positions equivalent to $150,000 in salary Recommended systems standardizing for a cost savings of $14,000 for Academic support contract

4 APPENDIX I. Customer Surveys The quality of the service provided? The courtesy of the analyst? The technical skills/knowledge of the analyst? The timeliness of the service provided? The overall service experience? Very Satisfied 1, % 1, % 1, % 1, % 1, % Satisfied % % % % % Neutral 6 0.4% 4 0.3% 5 0.4% % 9 0.6% Dissatisfied 3 0.2% 1 0.1% 3 0.2% 4 0.3% 3 0.2% Very Dissatisfied 1 0.1% 0 0.0% 0 0.0% 5 0.4% 3 0.2% Totals 1,415 1,420 1,420 1,419 1,417 Overall 1, Timeliness 1, Technical 1, Courtesy 1, Quality 1, ,280 1,300 1,320 1,340 1,360 1,380 1,400 1,420 Very Satisfied Satisfied Neutral Dissatisfied/VeryDissatisfied Monthly Customer Service Index MITS Customer Service Index (CSI) Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 CSI CSI Goal

5 Academic Initiatives, School Associate Vice President Business and Financial Services Center for Identity Center for Social Work Central Business Office College of Natural Sciences Department of Aerospace Department of Mechanical Document Solutions Environmental Health and Facilities Services Fire Prevention Services IC2 Institute Information Technology International Office Lady Bird Johnson Lyndon B Johnson School of Office of Admissions Office of Graduate Studies Office of the General Faculty Office of the Vice-President PRC Commons Building Sanger Learning Center, School of Undergraduate Texas Memorial Museum, The James A Michener Univ Op-Communications University Police Department Vice President for Legal Affairs FootPrints Survey by Department II. Ticket Summary Ticket Creation Methods Total # % 4, % Web 3, % In-Person 1, % MITS Help Line % Tech Phone % Referred from HD % Remote % Escalated to HD % Total Incidents ,130 4,723 3,198 Web In-Person MITS Help Line Tech Phone Referred from HD Remote Ticket Resolution Method Total # % In-Person 5, % Remote 2, % 1, % Phone % Referred to HD II % Resolution Method Phone 5% 15% Remote 25% Referred to HD 3% In-Person 52%

6 Support by Category Software and Application Support Computer Setup and Troubleshooting /Calendaring Printer Support Permissions Hardware Support New Employee Network & Internet Office 365 Support & Consultation File Storage and Backups Computer Maintenance & Updates /Calendaring Procurement and Quotes Computer Maintenance & Updates VoIP Support Mobile Device Support Active Directory/GPO Support Malware Remediation User Support & Consultation Encryption ISO Alerts Inventory/Surplus TSC Responsibilities 5.97% 4.94% 4.82% 4.37% 3.43% 3.21% 2.68% 2.64% 2.55% 2.43% 1.58% 1.40% 1.06% 1.05% 0.94% 0.77% 0.58% 0.55% 0.31% 0.30% 0.22% 12.49% 17.82% 16.54% 0.00% 5.00% 10.00% 15.00% 20.00%