ITS has implemented an Incident Management model that pulls from industry standard methodologies, such as ITIL, and from national organizations such as the Help Desk Institute (HDI). This model has been customized for our specific IT environment. In addition, many of the processes and results achieved at CWRU not only compare favorably to other IT organizations across the country, they are considered cutting edge within the sector of Higher Education. Incident Management encompasses our IT Service Desk, ITS resolver teams, ticket tracking, customer satisfaction surveys, and the metrics that help support ITS's data driven approach to providing the best experience possible for the CWRU community.
Each ticket reported and documented in our Incident Management system (Footprints) is assigned a priority based on impact and urgency. Each priority level has an Service Level Agreement (SLA) that documents our target goal for resolution of the incident. Our priorities are:
|P0||High Business Impact – Outage appears to affect multiple schools or departments, issue impacting 100 or more users. (Resolution target = 2 hours)|
|P1||Moderate-High Business Impact – An incident that affects 50 or more users. Issue may impact daily operational activities or a loss of data is a risk. (Resolution target = 4 hours)|
|P2||Moderate-Low Business Impact – An incident that impacts a group of users, or a single user with a Platinum Desktop Support agreement. (Resolution target = 24 hours)|
|P3||Non-urgent beak/fix – An incident impacting a single user with a Premium Support agreement. Support of break/fix for non mission critical applications or hardware. (Resolution target = 3 business days)|
|P4||Basic incident – Typically impacting a single user. This is the standard level of support for most incidents. (Resolution target = 5 business days)|
|E1||Executive Issue – A single executive, or Dean is experiencing an issue with a service. (Resolution Target = 2 hours)|
|S1||Service Request – A standard request for an existing service such as access requests, account generation, new phone request, voicemail setup etc. (Resolution target = 5 business days)|
|S2||Service Request – Non-Standard request for an existing service which may require more resources and/or time to complete. (Resolution target = 10 business days)|
ITS Service Level Performance
This chart shows the percentage of incidents and service requests that were resolved within their SLA target by ITS resolver teams. This data is updated the second week of each month.
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ITS Service Desk Snapshot
The ITS Service Desk offers 24x7x365 support to the university via telephone (216.368.HELP), email (firstname.lastname@example.org) or via chat (help.case.edu). 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.
|** 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.