ITD Help Desk Traffic Report May 2002
|
|
- August Long
- 8 years ago
- Views:
Transcription
1 ITD Help Desk Traffic Report May 2002 Call volumes and resolution times within the CONSULT Remedy workgroup June 10, 2002 Christopher King Help Desk Manager NC State University
2 Information Technology Division (ITD) Help Desk General Information Contact Information Office: 208 Hillsborough Building Phone: (919) 515-HELP [4357] WWW: Hours of Operation Monday through Friday 8:00am 5:00pm Saturday and Sunday Closed The Help Desk will also be closed during scheduled University holidays and prearranged staff training sessions. Help Desk Mission Statement The Information Center is the primary point of contact for computing services at NC State. Our role is to support, in coordination with other campus consulting groups, the faculty, staff, and students of NC State in their computing endeavors by focusing on understanding their needs and developing solutions that work for the campus community. Information Technology: General Information MISSION Provide leadership to NC State, the UNC system, and the state of North Carolina in the design and deployment of current and emerging information technologies for learning, teaching, and productivity. Advance the pursuit of excellence in instruction, research and service through leadership in the application of information technologies and supporting expertise. Work in concert with campus units to develop and communicate a vision for the broad computing environment and provide leadership for charting the direction of this vision. Develop and maintain state-of-the-art infrastructure and services that empower faculty, students, and staff with the technological tools and resources for achieving excellence. 2
3 ITD Help Desk Traffic Report : May 2002 Date range analyzed: May 1, 2002 May 31, 2002 Date ranges used for comparison: April 1, 2001 April 30, 2001 May 1, 2001 May 31, 2001 General Call Volumes I. Calls going through CONSULT 1 This number represents calls that, at any time during their lifetime, resided in the CONSULT workgroup, although the call may not have originated or ultimately been resolved there. This includes calls ITD logged and resolved, calls logged by the ITD Help Desk and transferred to other support organizations or vice-versa, calls logged in other organizations and transferred to us. Calls going through CONSULT (May 2002): 2,243 Calls going through CONSULT (April 2002): 1,946 Calls going through CONSULT (May 2001): 2,498 Comments: Our numbers are starting to match previous years. Sigh They do still care... II. Calls in CONSULT workgroup 2 This number represents calls that were ultimately resolved in the CONSULT workgroup during this time period, and does not include calls that originated within CONSULT and were transferred to another workgroup for resolution. All other statistics will be based off of calls of this nature. ITD takes a lot of calls meant for resolution by other workgroups, so the difference between these numbers and the numbers above is not unusual. Calls in CONSULT workgroup (May 2002): 1,622 Calls in CONSULT workgroup (April 2002): 1,292 Calls in CONSULT workgroup (May 2001): 1,282 Comments: Again, it is nice to see the numbers going up, and now we re starting to look busier than ever for this time of year. 1 The Remedy search string used to gather these numbers is as follows: 'Create-date' >= "5/1/02" AND 'Create-date' < "6/1/02" AND 'History' LIKE "%CONSULT%" 2 The Remedy search string used to gather these numbers is as follows: 'Create-date' >= "5/1/02" AND 'Create-date' < "6/1/02" AND 'Workgroup' = "CONSULT" 3
4 Call volume broken down monthly III. Monthly call volume comparison Calls in CONSULT workgroup by date created (2001) 3 : Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Calls in CONSULT workgroup by date created (thus far 2002): Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Comments: Our trend is still being maintained. 3 The spike of volume in January 2001was caused by the installation of a new uninterruptible power supply (UPS) system in our machine room. This installation required a 20-hour power loss to our machine room, and when power was finally restored, many of the server machines experienced hardware fa ilure over the next few weeks. 4
5 Call volume by Origin IV. Calls in CONSULT by Origin Calls in CONSULT by Origin (April 2002 vs. May 2002): % April 2002 May 2002 WWW: 48 4% Self: % % WWW: 44 3% Self: 1 Fax: % Phone: Phone: % Calls in CONSULT by Origin (May 2001 vs. May 2002): 31 2% % WWW: 84 5% May 2001 May 2002 Self: 2 Fax: % % WWW: 44 3% Self: 1 Fax: % Phone: % Phone: % Comments: These numbers show a trend in the training of our consultants in the ITD Help Desk. The 2000 and 2001 numbers showed a greater percentage of incoming problems via . As we move into 2002, phone-based calls take a heavy leap forward, indicating that more calls are being logged into Remedy by consultants. This year, people were using more of the Origin field as well, so you see a few calls being placed into more specific categories. 5
6 V. Call turnaround times in CONSULT Call turnaround times in CONSULT (May 2002): Resolved = 1 hour Resolved = 1 day Resolved = 3 days Resolved > 3 days 1105/ % 1338/ % 1410/ / Call turnaround times in CONSULT (April 2002): Resolved = 1 hour Resolved = 1 day Resolved = 3 days Resolved > 3 days 831/ % 1037/ % 1100/ % 192/ % Call turnaround times in CONSULT (May 2001): Resolved < 1 hour Resolved < 1 day Resolved < 3 days Resolved > 3 days 1512/ % 1690/ % 1752/ / Comments: Wow! The Help Desk has improved greatly since last month, although we still need to catch up to last year s numbers. 6
7 VI. Customer satisfaction survey information from CONSULT May 2001 April 2002 May 2002 Surveys sent 980 1,292 1,622 Surveys completed 4 76 (7.76%) 86 (6.66%) 98 (6.04%) Positive vs. negative 5 57 vs. 19 (75%) 67 vs. 19 (71.64%) 60 vs. 28 (61.22%) Comments added 24 (31.6%) 35 (40.7) 47 (47.96%) Avg. response (Q1 6 ) 4.57 out of 5 (91.4, A range) 4.68 out of 5 (93.6, A range) 4.56 out of 5 (91.2, A- range) Avg. response (Q2 7 ) 4.72 out of 5 (94.4, A range) 4.76 out of 5 (95.2, A range) 4.52 out of 5 (90.4, A- range) Avg. response (Q3 8 ) 4.28 out of 5 (85.6, B range) 4.52 out of 5 (90.4, A- range) 4.17 out of 5 (83.4, B range) Avg. response (Q4 9 ) 4.39 out of 5 (87.8, B+ range) 4.56 out of 5 (91.2, A- range) 4.49 out of 5 (89.8, B+ range) Avg. response (Q5 10 ) 4.40 out of 5 (88.0, B+ range) 4.58 out of 5 (91.6, A- range) 4.19 out of 5 (83.8, B range) Followup requests 2 (2.6%) 2 (2.33%) 9 (9.18%) Comments: Well, this month was skewed by a few things. The main item was a power outage that we had. The outage caught some unsuspecting clients unaware, and they complained vehemently. Unfortunately, they used the customer satisfaction survey to display their dislike at the entire process, not knowing that the survey should reflect the consultant and not the overall process. 4 The Remedy search string used to gather these numbers is as follows: 'Workgroup Name' = "CONSULT" AND 'Survey Create Date' >= "5/1/02" AND 'Survey Create Date' < "6/1/02" 5 A negative survey is one scoring 3 or lower (out of 5) on one or more of the 5 questions asked. 6 Was the person assisting you courteous and respectful? 7 Was the response to your request timely? 8 Were you kept informed of the progress towards resolving this issue? 9 Was the person assisting you knowledgeable about the subject area of the problem or request represented by this issue? 10 Was the problem or request represented by this issue resolved to your satisfaction? 7
COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*
COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun
More informationCOMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*
COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun
More informationAT&T Global Network Client for Windows Product Support Matrix January 29, 2015
AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 Product Support Matrix Following is the Product Support Matrix for the AT&T Global Network Client. See the AT&T Global Network
More informationAnalysis One Code Desc. Transaction Amount. Fiscal Period
Analysis One Code Desc Transaction Amount Fiscal Period 57.63 Oct-12 12.13 Oct-12-38.90 Oct-12-773.00 Oct-12-800.00 Oct-12-187.00 Oct-12-82.00 Oct-12-82.00 Oct-12-110.00 Oct-12-1115.25 Oct-12-71.00 Oct-12-41.00
More informationCase 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138. Exhibit 8
Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138 Exhibit 8 Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 2 of 138 Domain Name: CELLULARVERISON.COM Updated Date: 12-dec-2007
More informationEnhanced Vessel Traffic Management System Booking Slots Available and Vessels Booked per Day From 12-JAN-2016 To 30-JUN-2017
From -JAN- To -JUN- -JAN- VIRP Page Period Period Period -JAN- 8 -JAN- 8 9 -JAN- 8 8 -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -FEB- : days
More informationComputing & Telecommunications Services Monthly Report March 2015
March 215 Monthly Report Computing & Telecommunications Services Monthly Report March 215 CaTS Help Desk (937) 775-4827 1-888-775-4827 25 Library Annex helpdesk@wright.edu www.wright.edu/cats/ Last Modified
More informationAcademic Calendars. Term I (20081) Term II (20082) Term III (20083) Weekend College. International Student Admission Deadlines
Academic Calendars Term I (20081) Term II (20082) Academic Calendars Term III (20083) Weekend College International Student Admission Deadlines Final Examination Schedule Broward Community College Catalog
More informationAITS FY15 Metrics Report. 7/1/2015 University of Illinois Administrative Information Technology Services
AITS FY15 Metrics Report 7/1/215 University of Illinois Administrative Information Technology Services AITS FY15 Metrics Overview AITS provides a wide range of administrative information technology solutions
More informationNASDAQ DUBAI TRADING AND SETTLEMENT CALENDAR 2015. 1. On US Federal Reserve Holidays, no settlements will take place for USD.
NASDAQ Dubai Circular No. : 65/14 Date of Issue : December 22 nd 2014 Date of Expiry : Upon issue of replacement Circular NASDAQ DUBAI TRADING AND SETTLEMENT CALENDAR 2015 Issued pursuant to the NASDAQ
More information2015-16 BCOE Payroll Calendar. Monday Tuesday Wednesday Thursday Friday Jun 29 30 Jul 1 2 3. Full Force Calc
July 2015 CM Period 1501075 July 2015 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 August 2015 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26
More informationIMT Performance Metrics and Qualitative Feedback
IMT Performance Metrics and Qualitative Feedback December 2015 Liz McNaughton Content Page 1.0 Executive Summary 1 1.1 Summary of statistics 2 2.0 Service performance 3 2.1 Significant incidents 3 2.1.2
More informationAlcohol. Alcohol SECTION 10. Contents:
Contents: Alcohol Alcohol SECTION 1 Figure 1.1 Number of Collisions and Victims Involving Alcohol by Year 69 1.2 Per cent of Collisions and Victims Involving Alcohol by Year 7 1.3 Alcohol-Involved Collisions
More informationAshley Institute of Training Schedule of VET Tuition Fees 2015
Ashley Institute of Training Schedule of VET Fees Year of Study Group ID:DECE15G1 Total Course Fees $ 12,000 29-Aug- 17-Oct- 50 14-Sep- 0.167 blended various $2,000 CHC02 Best practice 24-Oct- 12-Dec-
More information2014 2015 University-Wide Academic Calendar
2014 2015 University-Wide Academic Calendar Guide to Abbreviations UGD = Undergraduate Day GS = Graduate Schools LAW = School of Law CPS = College of Professional Studies Sunday Monday Tuesday Wednesday
More informationDepartment of Public Welfare (DPW)
Department of Public Welfare (DPW) Office of Income Maintenance Electronic Benefits Transfer Card Risk Management Report Out-of-State Residency Review FISCAL YEAR 2012-2013 June 2013 (March, April and
More informationEducational Technology Services Monthly Report. March, 2009. Prepared by Educational Technology Services, State Fair Community College
Educational Technology Services Monthly Report March, 2009 Prepared by Educational Technology Services, State Fair Community College Robert Paulson, Vice President Service Satisfaction Results HDO Statistics
More informationACCESS Nursing Programs Session 1 Center Valley Campus Only 8 Weeks Academic Calendar 8 Weeks
Session 1 Academic Calendar August 24, 2015 to October 17, 2015 Tuesday / Thursday, 5:30 pm to 8:30 pm M/W T/TH T/W TH S Saturday lab as scheduled Classes Begin 24-Aug 25-Aug 25-Aug 27-Aug 29-Aug NU205
More informationACCESS Nursing Programs Session 1 Center Valley Campus Only 8 Weeks Academic Calendar 8 Weeks
Session 1 Academic Calendar August 24, 2015 to October 17, 2015 Tuesday / Thursday, 5:30 pm to 8:30 pm M/W T/TH T/W TH S Saturday lab as scheduled Classes Begin 24-Aug 25-Aug 25-Aug 27-Aug 29-Aug NU205
More informationKELLER INDEPENDENT SCHOOL DISTRICT
BOARD OF SCHOOL TRUSTEES KELLER INDEPENDENT SCHOOL DISTRICT 12B. Report Date: January 17, 2013 SUBJECT: FUNCTION: DELL SERVICES Technology DISTRICT KEY STRATEGIC PRIORITY: Educational Excellence Excellence
More information2015 Settlement Calendar for ASX Cash Market Products ¹ Published by ASX Settlement Pty Limited A.B.N 49 008 504 532
2015 Calendar for ASX Cash Market Products ¹ Published by ASX Pty Limited A.B.N 49 008 504 532 Calendar for ASX Cash Market Products¹ ASX Pty Limited (ASX ) operates a trade date plus three Business (T+3)
More information2013 2014 University-Wide Academic Calendar
2013 2014 University-Wide Academic Calendar Guide to Abbreviations UGD = Undergraduate Day GS = Graduate Schools LAW = School of Law CPS = College of Professional Studies Aug 26 Monday LAW: Fall semester
More informationProposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre
Proposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre Proposal To change the opening hours of the Revenues & Benefits Call Centre to 9am until 5pm Monday to Friday with effect
More informationCENTERPOINT ENERGY TEXARKANA SERVICE AREA GAS SUPPLY RATE (GSR) JULY 2015. Small Commercial Service (SCS-1) GSR
JULY 2015 Area (RS-1) GSR GSR (LCS-1) Texarkana Incorporated July-15 $0.50690/Ccf $0.45450/Ccf $0.00000/Ccf $2.85090/MMBtu $17.52070/MMBtu Texarkana Unincorporated July-15 $0.56370/Ccf $0.26110/Ccf $1.66900/Ccf
More informationResource Management Spreadsheet Capabilities. Stuart Dixon Resource Manager
Resource Management Spreadsheet Capabilities Stuart Dixon Resource Manager Purpose Single view of resource data Shows rolling demand vs supply for 14 months, 2 months back, current month, and 11 forward
More information2015 2016 University-Wide Academic Calendar
2015 2016 University-Wide Academic Calendar Guide to Abbreviations UGD = Undergraduate day GS = Graduate schools LAW = School of Law CPS = College of Professional Studies SEM = Semeter programs (undergraduate
More informationHuman Resources Management System Pay Entry Calendar
Human Resources Management System Pay Entry Calendar http://www1.umn.edu/ohr/payroll/calendars/index.html Important Information The system is unavailable for entry, due to maintenance, during the following
More informationQuestions and Information on Centers TWU Service Desk. Please kindly respond to the following for your center.
Questions and Information on Centers TWU Service Desk Please kindly respond to the following for your center. Hours of Operation o Monday Thursday 7:30am to 9:00pm o Friday 7:30am to 5:30pm o Saturday
More informationP/T 2B: 2 nd Half of Term (8 weeks) Start: 24-AUG-2015 End: 18-OCT-2015 Start: 19-OCT-2015 End: 13-DEC-2015
2015-2016 SPECIAL TERM ACADEMIC CALENDAR For Scranton Education Online (SEOL), Masters of Business Administration Online, Masters of Accountancy Online, Health Administration Online, Health Informatics
More information2013-2014. oct 03 / 2013 nov 12 / 2013. oct 05 / 2013. oct 07 / 2013. oct 21 / 2013. oct 24 / 2013. nov 07 / 2013 nov 14 / 2013.
2013- ACADEMIC CALENDARS SOUTH UNIVERSITY 2013- ACADEMIC CALENDAR Fall 2013 Winter Spring Summer New Student Orientation Session II (Mid ) oct 03 / 2013 nov 12 / 2013 jan 09 / feb 18 / apr 03 / may 13
More informationConsumer ID Theft Total Costs
Billions Consumer and Business Identity Theft Statistics Business identity (ID) theft is a growing crime and is a growing concern for state filing offices. Similar to consumer ID theft, after initially
More informationDetailed guidance for employers
April 2015 3 Detailed guidance for employers Appendix A: Pay reference periods This document accompanies: Detailed guidance no. 3 Assessing the workforce Pay reference period calendars where the definition
More informationImportant Dates Calendar 2014-2015 FALL
Important Dates Calendar 204-205 FALL Rev. 6-8-4 st 8 H st 0 2nd 0 st 5 2nd 5 3rd 5 LSC Advanced Registration Begins May 27 May 27 May 27 May 27 May 27 May 27 May 27 May 27 May 27 Returning Students Advanced
More informationSouth Dakota Board of Regents. Web Time Entry. Student. Training Manual & User s Guide
South Dakota Board of Regents Web Time Entry Student Training Manual & User s Guide Web Time Entry Self Service Web Time Entry is a web-based time entry system designed to improve accuracy and eliminate
More informationStudent Contact Center: From Development to Delivery. A Vision for Anytime, Anywhere Student Services
Student Contact Center: From Development to Delivery A Vision for Anytime, Anywhere Student Services The Vision Single Source of Information Walk In Needs Met Here! Phone Email Agents empowered Departments
More informationCAFIS REPORT 2015.10
CAFIS REPORT 2015.10 INDEX Message CAFIS Inbound 03-06 07-08 CAFIS Arch 09-10 CAFIS Brain 11-12 CAFIS Global 13-14 What We Do 15-16 About CAFIS 17-18 Services for Member Stores 19-34 Services for Card
More informationAgriLife Information Technology IT General Session January 2010
AgriLife Information Technology IT General Session January 2010 Agenda Topics Year in Review Enterprise IT Services Update FirstCall Overview and Next Steps Sophos Antivirus Initiative Update Information/
More information2009 Ryder Scott Reserves Conference Evaluation Challenges in a Changing World First of the Month Prices.How hard can that be to get right?
2009 Ryder Scott Reserves Conference Evaluation Challenges in a Changing World First of the Month Prices.How hard can that be to get right? Fred W. Ziehe Managing Sr. VP, Ryder Scott Company DISCLAIMER
More informationPerformance Measures. First Quarter 2012
Performance Measures First Quarter 2012 1Q2012 Earn & Retain Community Trust 6 Performance Measures: Ridership Cost Efficiency (Cost per Revenue Hour) Cost Effectiveness (Cost per Passenger) Service Effectiveness
More informationP/T 2B: 2 nd Half of Term (8 weeks) Start: 25-AUG-2014 End: 19-OCT-2014 Start: 20-OCT-2014 End: 14-DEC-2014
2014-2015 SPECIAL TERM ACADEMIC CALENDAR FOR SCRANTON EDUCATION ONLINE (SEOL), MBA ONLINE, HUMAN RESOURCES ONLINE, NURSE ANESTHESIA and ERP PROGRAMS SPECIAL FALL 2014 TERM Key: P/T = Part of Term P/T Description
More informationP/T 2B: 2 nd Half of Term (8 weeks) Start: 26-AUG-2013 End: 20-OCT-2013 Start: 21-OCT-2013 End: 15-DEC-2013
2013-2014 SPECIAL TERM ACADEMIC CALENDAR FOR SCRANTON EDUCATION ONLINE (SEOL), MBA ONLINE, HUMAN RESOURCES ONLINE, NURSE ANESTHESIA and ERP PROGRAMS SPECIAL FALL 2013 TERM Key: P/T = Part of Term P/T Description
More informationCOURSE INFORMATION TRAINING COSTS. OHS Timetable 2-Day Class Format
INFORMATION Our basic OHS-Standard First Aid/CPR-A course runs a minimum of 16 hours in length, with one hour for lunch and two fifteen-minute breaks throughout the day. All St. John Ambulance courses
More information1. Introduction. 2. Performance against service levels 1 THE HIGHLAND COUNCIL. Agenda Item. Resources Committee 26 th March 2003 RES/43/03
1 THE HIGHLAND COUNCIL Resources Committee 26 th March 2003 Performance report for January / February 2003 Report by the Information Systems Client Manager Agenda Item Report No 18 RES/43/03 Summary This
More informationSD Monthly Report Period : August 2013
SD Monthly Report Period : 213 SD KPI Dashboard The role of this report is to capture both quantitative and qualitative data that reflects how Service Delivery and DIT services are performing against agreed
More informationNHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK
09/26 NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK EXECUTIVE SUMMARY From April 2009 an NHS wide common approach to complaint handling comes in to effect. This provides
More informationDeveloping Effective Metrics for Supply Management
Developing Effective Metrics for Supply Management Carol Marks, Director of Purchasing Industrial Distribution Group 7-398-5666; carol.l.marks@idg-com William McNeese, Partner Business Process Improvement
More informationBb Upgrade Timeline. Oct Nov Dec Jan 2011 Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan 2012. PDFmyURL.com
Bb Upgrade Timeline Oct Nov Dec Jan 2011 Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan 2012 Technology Create a training plan for Bb early adopters and mentors Conduct Transitioning to Bb 9.1 training
More informationSEO Presentation. Asenyo Inc.
SEO Presentation What is Search Engine Optimization? Search Engine Optimization (SEO) : PPC and Organic Results Pay Per Click Ads The means of achieving top search engine results without having to incur
More informationBusiness Plan Example. 31 July 2020
Business Plan Example 31 July Index 1. Business Overview 1.1Objectives 1.2Vision Mission and Values 1.3 Keys to Success 2. Business Management 3. Services 2.1 Company Summary 2.2 Company Ownership 2.3
More informationMetric of the Month: The Service Desk Balanced Scorecard
INDUSTRY INSIDER 1 Metric of the Month: The Service Desk Balanced Scorecard By Jeff Rumburg Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or
More informationActivity Report for FY 2010 Real-time Traffic Signal Adjustments
Boston Transportation Management Center Activity Report for FY 2010 Real-time Traffic Signal Adjustments The Boston Transportation Department s Transportation Management Center (TMC) holds the mission
More informationUS Army Corps of Engineers. Vision Statement. Be the premier stewards of entrusted hydropower resources
Vision Statement Be the premier stewards of entrusted hydropower resources Mission Statement Provide reliable hydroelectric power services at the lowest possible cost, consistent with sound business principles,
More informationRetail Market IT Services Service Level Agreement
Electric Reliability Council of Texas Retail Market IT Services Service Level Agreement Summary: Availability targets and related service information for the IT services provided by ERCOT that facilitate
More informationDen bredeste Service Desk Service Desk konference SOS Forum
Den bredeste Service Desk Service Desk konference SOS Forum Senior Director Morten Østergaard Director Gitte Ryholl Director Lene Dueholm 1 Agenda Intro How Current Status 2 LEGO Service Center: Direction
More informationUNIVERSITY OF DAYTON DAYTON OHIO 2015-2016 ACADEMIC CALENDAR
UNIVERSITY OF DAYTON DAYTON OHIO 2015-2016 ACADEMIC CALENDAR FALL 2015 Mon, Aug 3 Tue, Aug 18 Thu, Aug 20 Sat, Aug 22 Sat-Tue, Aug 22-25 Sun, Aug 23 Tue, Aug 25 Tue, Aug 25 Wed, Aug 26 Tue, Sep 1 Mon,
More informationSupervisor Instructions for Approving Web Time Entry
Supervisor Instructions for Approving Web Time Entry Time Approval Deadlines by Category Local 2110 Members members submit time by NOON on Monday of the pay week. Time should be approved no later than
More informationBanner Employee Self-Service Web Time Entry. Student Workers User s Guide
Banner Employee Self-Service Web Time Entry Student Workers User s Guide Table of Contents Introduction to Web Time Entry (WTE)... 1 Timeframe and Deadlines...1 Logging On....3 Access Time Sheet...5 Time
More informationEmployers Compliance with the Health Insurance Act Annual Report 2015
Employers Compliance with the Health Insurance Act Annual Report 2015 ea Health Council Health Council: Employers Compliance with the Health Insurance Act 1970 Annual Report 2015 Contact us: If you would
More informationCharacteristics of Clinical Clerkships
N a t i o n a l B o a r d o f M e d i c a l E x a m i n e r s Characteristics of Clinical Clerkships Fall 2014 Table of Contents Summary... 3 Table 1. Unweighted and Weighted Clerkship Responses... 5 Chart
More informationBlackboard Collaborate Web Conferencing Hosted Environment Technical Infrastructure and Security
Overview Blackboard Collaborate Web Conferencing Hosted Environment Technical Infrastructure and Security Blackboard Collaborate web conferencing is available in a hosted environment and this document
More informationAcademic Calendar 2015-2018 Arkansas State University - Jonesboro
Shared Governance Proposal Any constituent (individual or group) may submit a proposal into the shared governance process. In order to be considered, each proposal must contain the following and be directed
More informationRoles: Scrum Master & Project Manager
Roles: Scrum Master & Project Manager Scrum Master: Facilitate collaborative meetings Track team performance Remove impediments (Risk, Issue) Validate team alignment to Agile framework and scope Drive
More information24x7 Help Desk Services Questions & Answers for RFP 40016_21030705
24x7 Help Desk Services Questions & Answers for RFP 40016_21030705 1. What % of the call volume that was listed in the RFP was related to LMS (BB and Moodle) support? See Table 5 2. What is the number
More information3rd Edition August 2012. The Guru s Guide for. Desk Support. Law firm specific metrics & key performance indicators
3rd Edition August 212 The Guru s Guide for Legal Service Desk Support Law firm specific metrics & key performance indicators WELCOME TO THE GURU S GUIDE, 3 RD EDITION I have been involved with the law
More informationComputing Services Helpdesk
s e r v i c e l e v e l a g r e e m e n t Computing Services Helpdesk This document contains an agreement between the Computing Services (CS) Helpdesk and the Faculty, Staff, and Students (FSS, or Ross
More informationRapid Service Desk Training Through Knowledge
Rapid Service Desk Training Through Knowledge Sue Cummings Associate Directorate for Business Innovation: Service Innovation Division May 4, 2016 Abstract An efficient and effective IT Service Desk (SD)
More informationAPPROVED - CAMBRIAN COLLEGE ACADEMIC SCHEDULE September 2015 - August 2016
DATES Category FALL 2015 SEMESTER Week Monday, June 15 Term Deposit for Fall semester is due (non-refundable) Wednesday, July 1 Holiday Canada Day -- No classes. COLLEGE CLOSED Monday, Aug 3 Holiday Civic
More informationStudent Facing Customer Service Contact
Student Loans Company Student Facing Customer Service Contact Presenter: Rebecca Dowding, Jamie Law & Sharon Parkin Department: Customer Services Date: 25 27 March 2015 www.slc.co.uk Customer Services
More informationINFORMATION TECHNOLOGY SERVICES TECHNICAL SERVICES June 2012
INFORMATION TECHNOLOGY SERVICES TECHNICAL SERVICES June 2012 Program Description Network Services is a service unit in Information Technology Services responsible for designing, acquiring, deploying, operating,
More informationPTC Creo 2.0 Hardware Support Dell
PTC Creo 2.0 Hardware Support Dell Last updated: February 2, 2016 The Desktop Virtualization Environment Support Dell table displays at the end of this document, after the standard Creo certification table.
More informationITS Managed IT Support
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
More informationPERFORMANCE WORK STATEMENT (PWS) 3 Aug 15 EXECUTIVE SUMMARY FOR AFAEMS / AFVEC / AI PORTAL HELPDESK SUPPORT AIR FORCE ACQUSITION TRAINING OFFICE
PERFORMANCE WORK STATEMENT (PWS) FOR AFAEMS / AFVEC / AI PORTAL HELPDESK SUPPORT 3 Aug 15 Name: Organization: AIR FORCE ACQUSITION TRAINING OFFICE SAF/AQH-ATO Address: 555 E STREET WEST, JBSA RANDOLPH,
More informationMeasuring and Monitoring Customer Experience
Measuring and Monitoring Experience Tom Exeter Sales, Marketing & Experience Executive Sport & Physical Activity, Commercial Services, University of Leeds Background to our organisation. The department
More informationAccident & Emergency Department Clinical Quality Indicators
Overview This dashboard presents our performance in the new A&E clinical quality indicators. These 8 indicators will allow you to see the quality of care being delivered by our A&E department, and reflect
More informationLEGAL SERVICE DESK SUPPORT
3rd Edition August 212 THE GURU S GUIDE FOR LEGAL SERVICE DESK SUPPORT LAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS WELCOME TO THE GURU S GUIDE, 3 RD EDITION I have been involved with the law
More informationAdmissions from A to Z NursingCAS & Admissions Workshop August 6, 2015. Best Practices, Challenges and Strategies with NursingCAS
Admissions from A to Z NursingCAS & Admissions Workshop August 6, 2015 Best Practices, Challenges and Strategies with NursingCAS Tuition-driven institutions Competitive environment An institution needs
More informationSheridan/Gillette College IT Help Desk Service Level Agreement
Sheridan/Gillette College IT Help Desk Service Level Agreement Information Technology Help Desk The IT Help Desk is the single point of contact for all computer, telephone, networking, video conference
More informationCHOOSE MY BEST PLAN OPTION (PLAN FINDER) INSTRUCTIONS
CHOOSE MY BEST PLAN OPTION (PLAN FINDER) INSTRUCTIONS Anthem Medical Plan For Employees Working In the US February 10, 2012 Page 1 IMPORTANT NOTES YOU SHOULD CONSIDER BEFORE USING THE TOOL The Choose My
More informationPortal Annual Report 2012/13
Portal Annual Report 2012/13 Introduction This report is provided for a diverse audience and covers the year 1st September 2012 31st August 2013, the seventh year of operation of the Portal. The Portal
More informationManaging Projects with Practical Software & Systems Measurement PSM
Managing Projects with Practical Software & Systems Measurement PSM Mauricio Aguiar PSM Qualified Instructor TI Métricas Ltda. Av. Rio Branco 181/1910 Rio de Janeiro, RJ Brazil 20040-007 www.metricas.com.br
More informationWhite Paper: Efficient Management of Cloud Resources
White Paper: 215, Cloud Point ltd. All rights reserved. INTELLECTUAL PROPERTY DISCLAIMER This white paper is for informational purposes only and is provided as is with no warranties whatsoever including
More informationINFORMATION TECHNOLOGY SERVICES TECHNICAL SERVICES 2012 2013 Program Review
INFORMATION TECHNOLOGY SERVICES TECHNICAL SERVICES 2012 2013 Program Description Technical Services is a service unit in Information Technology Services. The unit: 1. Acquires and distributes new computing
More information2016 Examina on dates
Please note the following informa on: The following exams are available throughout the year: Please click on the exam for which you wish to see the dates. When you have finished, you can select to return
More information2015 Examination dates
Please note the following information: The following exams are available throughout the year: BULATS Paper-based: Please click on the exam for which you wish to see the dates. When you have finished, you
More informationSaving for your. child s future
Saving for your child s future Little by little, it all adds up. You may have money to save for something in your children s future. Or maybe you want to put aside Child Benefit each month so that it adds
More informationEnd of Life Content Report November 2014. Produced By The NHS Choices Reporting Team CH.NHSChoices-Reporting@nhs.net
End of Life Content Report November 2014 Produced By The NHS Choices Reporting Team CH.NHSChoices-Reporting@nhs.net End of Life Dashboard Page 1 Overall Choices Site Visits Tag cloud showing end of life
More informationEaster Seals Central Texas Programs Outcome Profiles Monthly and Year to Date FY 2011 85% 87% 80% 80% 84% 84% 83%
I. Outcomes Indicators for individuals receiving services: (Service Delivery Effectiveness) 85% 87% 80% 80% 84% 84% 83% A. Access Sep 10 Oct 10 Nov 10 YTD Dec 10 Jan 11 Feb 11 YTD Mar 11 Apr 11 May 11
More informationNICOSIA OLD WALLED CITY DOWNTOWN INITIATIVE
NICOSIA OLD WALLED CITY DOWNTOWN INITIATIVE PROJECT FACTS AND STRATEGIC PLAN SUMMARY NICOSIA OLD WALLED CITY DOWNTOWN INITIATIVE MAP PROJECT FACTS JUNE 2012 The research process for the Nicosia Downtown
More informationUCLA Communications Technology Services
UCLA Communications Technology Services Voice over Internet Protocol (VoIP) Services Effective Date 11/26/07 TABLE OF CONTENTS 1.0 Scope 2 2.0 Services Provided 2 2.1 VoIP Features 2 2.2 Configuration
More informationPROJECTS SCHEDULING AND COST CONTROLS
Professional Development Day September 27th, 2014 PROJECTS SCHEDULING AND COST CONTROLS Why do we need to Control Time and Cost? Plans are nothing; Planning is everything. Dwight D. Eisenhower Back to
More informationContact us to find the program that s right for you: Phone: 780-492-5832 // executiveeducation@ualberta.ca
September 2014- August EXECUTIVE EDUCATION PROGRAM CALENDAR START HERE Executive Education Program Calendar Executive Education s 2014- professional development programs are listed within this guide. Select
More informationMNsure Metrics Dashboard. Prepared for Board of Directors Meeting September 17, 2014
MNsure Metrics Dashboard Prepared for Board of Directors Meeting September 17, 2014 Dashboard September 2014 Enrollment Sept. 8, 2014 Total Enrollments 321,430 MA 196,027 MinnesotaCare 70,893 QHP 54,510
More informationFY 2015 Schedule at a Glance
Coaching and Mentoring for Excellence Oct 21 23, 2014 $2,950 Residential Coaching and Mentoring for Excellence Apr 7 9, 2015 $2,400 Non-residential Coaching and Mentoring for Excellence May 27 29, 2015
More information1. Introduction. 2. User Instructions. 2.1 Set-up
1. Introduction The Lead Generation Plan & Budget Template allows the user to quickly generate a Lead Generation Plan and Budget. Up to 10 Lead Generation Categories, typically email, telemarketing, advertising,
More informationUCLA Information Technology Services
UCLA Information Technology Services Voice over Internet Protocol (VoIP) Services Effective Date 05/11/11 TABLE OF CONTENTS 1.0 Scope 2 2.0 Services Provided 2 2.1 VoIP Features 2 2.2 Configuration Management/Authorized
More informationProfessional Practice Model Boards. Kelly Hancock, MSN, RN, NE-BC, Executive CNO, CCHS and Chief Nursing Officer, Cleveland Clinic YORN ID: 507
Professional Practice Model Boards Kelly Hancock, MSN, RN, NE-BC, Executive CNO, CCHS and Chief Nursing Officer, Cleveland Clinic YORN ID: 507 Professional Practice Model Boards Patient Experience Summit
More informationMOBILE AD TRENDS 2015
MOBILE AD S 2015 INNERACTIVE KEY S Inneractive s mobile programmatic platform processes billions of ad requests daily from around the world. We are strong believers in leveraging our data in order to provide
More informationSupplier Rating System
Supplier Rating System Supplier Manual Presented by Admiral Tool & Manufacturing Purchasing and Quality WI-PU-06-002 Rev. Lev. 003 Rev. Date 02/06/2003 1 Table of Contents Introduction 3 Scoring Criteria
More informationThroughput and Outstanding Workload for High Court Criminal Jury Trials - August 2005 to July 2006
Page 1 Throughput and Outstanding Workload for Criminal Jury Trials - August 20 to July 20 Opening New Retrials Transfers Warrants Number of Cases Disposed Warrants Transfers Merged/ Hung Mis- Closing
More informationSTAFFORDSHIRE COUNTY COUNCIL ROAD CASUALTY REVIEW
223/9/213 STAFFORDSHIRE COUNTY COUNCIL ROAD CASUALTY REVIEW 212 STAFFORDSHIRE COUNTY COUNCIL ROAD CASUALTY REVIEW 212 Contents 1. Accident and Casualty Statistics 2. Introduction 3. Long Term Progress/Casualty
More information