First 2 Weeks - Fall 2013

Week 1

SERVICE Target Service Manager   27-Aug
Day 2
28-Aug
Day 3
29-Aug
Day 4
30-Aug
Day 5

31-Aug
Day 6

1-Sep
Day 7
WIFI - Cat 1, 2, 3, 4 areas falling below Standard 0 Spaunhorst 0 0 1 0 0
WIFI - Peak Devices Connected info Spaunhorst 20,227 22,835 22,012 23,030 16,891
WIFI - Total Devices Connected info Spaunhorst 51,375 50,557 50,496 48,983 31,075
WIFI - Overall grade from Students A Spaunhorst  NA   NA B- A A
WIFI - Number AP's Down 0 Spaunhorst     69 18 20
CLASSROOM - Repair (number of classes disrupted) 0 Johnson 1 1 0 0 0 0 0
CLASSROOM - Equipment Delivery (# requests) Info Johnson     33 43 12 5 0
CLASSROOM - Equipment Delivery (% delivered before start of class) 100% Johnson 100% 100% 100% 100% 100% 100% N/A
SUPPORT CENTER - Support Center ROA/10MIN % 90% Mays 69% 69% 69% 62% 58% 44% 44%
SUPPORT CENTER - Cases Resolved w/in 24 hrs 95% Mays 89% 92% 86% 79% 79% 86% 100%
SUPPORT CENTER - Total Resolved Cases Info Mays 455 431 372 339 198 59 32
SUPPORT CENTER - Average Wait time on Chat Info Mays  10min 5min 2min 2min 2min closed closed
SUPPORT CENTER - Average Wait time on Calls Info Mays  3min  8sec  3min 2min 1min 4min
SUPPORT CENTER - Max Wait time on Chat <10 min Mays  32min 25min 14min 14min 21min closed closed
SUPPORT CENTER - Max Wait time on Calls <10 min Mays  17min 10min 14min 7min 11min 17min
SUPPORT CENTER - Total Self Service Password Resets-CAM info Mays 545 350 198 135 49 21 21
SUPPORT CENTER - Total Self Service Password Resets-WIZARD info Mays 3351 2350 1712 1005 475 291 419
SUPPORT CENTER - Total Support Requests (chat, calls, email, walk-up) info Mays 637 545 479 452 254 62 41
FEEDBACK - Social Media (Negative Reports) 0 Trippel 0 0 1 0 0 0 0
ENTERPRISE - Website Availability  100% Trippel 100% 100% 100% 100% 100% 100% 100%
ENTERPRISE - MyUH Services Page Views info Webb 278,149 213,861 142,787 120,047 81,989 32,957 28,562
ENTERPRISE - Peoplesoft Availablility 100% Martin 100% 100% 99.99% 100% 100% 100% 100%
ENTERPRISE - Blackboard Availability 100% Mazhar 100% 100% 100% 100% 100% 100% 100%
ENTERPRISE - Cribbage Transaction Processing  info Mazhar 39,405 52,365 54,463 51,804 28,556 9,152 536
ENTERPRISE - Power Incidents at Data Center  0 Longoria 0 0 0 0 0 0 0
ENTERPRISE - Internet Availability 100% Chambers 100% 100% 100% 100% 100% 100% 100%
SECURITY - Number of Red Flag Rule Notices Reported  0 Dickerson / Samuels 0 1 2 0 1 0 0
SECURITY - Total Number of Account Lockouts info Dickerson / Chvatal 2,591 2,695 2,109 1,651 969
SECURITY - Number of Unique Accounts Locked Out info Dickerson / Chvatal 1,122 1,081 842 629 361
SECURITY - Number of Accounts Locked Out 5 or More Times Info Dickerson / Chvatal 59 64 67 48 35
SECURITY - Number of Level 1 Incidents 0 Dickerson / Walker 0 0 0 0 0 0 0
Other Issues Cell Coverage issue in CV1 and CV2 Cell Coverage issue in CV1 and CV2 Cell Coverage issue in CV1 & CV2  Cell Cvg CV1/2: Blue prints going to company;  range entending equip ordered Cell Cvg CV1/2 Cell Cvg CV1/2

Cell Cvg CV1/2

Other Issues Pharos printing svcs is slow (20 sec response: Pharos identified interface issue and made corrections
Other Issues Lync VM down - no alarm, SDR - is back up now
Other Issues Apple TV on WIFI: working w/ Meru to solve px: 2 colleges using ATV
Other Issues Installation for Aps in CV2 and CougarPlace behind schedule but underway using default config until floorplan received

Week 2

SERVICE Target Service Manager

2- Sept

Day 8

 3-Sept

Day 9

4-Sept

Day 10 

5-Sept

Day 11 

6-Sept

Day 12 

7-Sept

Day 13 

8-Sept

Day 14 

 
WIFI - Cat 1, 2, 3, 4 areas falling below Standard 0 Spaunhorst 0 0
WIFI - Peak Devices Connected info Spaunhorst 24,472 24,472
WIFI - Total Devices Connected info Spaunhorst 51,250 48,859
WIFI - Overall grade from Students A Spaunhorst A A
WIFI - Number AP's Down 0 Spaunhorst 9 4
CLASSROOM - Repair (number of classes disrupted) 0 Johnson 0 0 0
CLASSROOM - Equipment Delivery (# requests) Info Johnson 0 36 33
CLASSROOM - Equipment Delivery (% delivered before start of class) 100% Johnson N/A 100% 100%
SUPPORT CENTER - Support Center ROA/10MIN % 90% Mays closed 70% 69%
SUPPORT CENTER - Cases Resolved w/in 24 hrs 95% Mays closed 91% 95%
SUPPORT CENTER - Total Resolved Cases Info Mays closed 231 220
SUPPORT CENTER - Average Wait time on Chat Info Mays closed 10min 3min
SUPPORT CENTER - Average Wait time on Calls Info Mays closed 4min 23sec
SUPPORT CENTER - Max Wait time on Chat <10 min Mays closed 40min 19sec
SUPPORT CENTER - Max Wait time on Calls <10 min Mays closed 28min 6min
SUPPORT CENTER - Total Self Service Password Resets-CAM info Mays 18 123 75
SUPPORT CENTER - Total Self Service Password Resets-WIZARD info Mays 730 1183 708
SUPPORT CENTER - Total Support Requests (chat, calls, email, walk-up) info Mays closed 345 291
FEEDBACK - Social Media (Negative Reports) 0 Trippel 0 0 0
ENTERPRISE - Website Availability  100% Trippel 100% 100% 100%
ENTERPRISE - MyUH Services Page Views info Webb 42,137 115,275 91,509
ENTERPRISE - Peoplesoft Availablility 100% Martin 100% 99.99% 100%
ENTERPRISE - Blackboard Availability 100% Mazhar 100% 100%
ENTERPRISE - Cribbage Transaction Processing  info Mazhar 9,928 59,386
ENTERPRISE - Power Incidents at Data Center  0 Longoria 0 0 0
ENTERPRISE - Internet Availability 100% Chambers 100% 100% 100%
SECURITY - Number of Red Flag Rule Notices Reported  0 Dickerson / Samuels 0 0 0
SECURITY - Total Number of Account Lockouts info Dickerson / Chvatal 1,439 1,326
SECURITY - Number of Unique Accounts Locked Out info Dickerson / Chvatal 563 486
SECURITY - Number of Accounts Locked Out 5 or More Times Info Dickerson / Chvatal 31 44
SECURITY - Number of Level 1 Incidents 0 Dickerson / Walker 0 0 0
Other Issues Cell Cvg CV1/2 Cell Cvg CV1/2
Other Issues
Other Issues
Other Issues
Other Issues