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 |
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 |
5-Sept |
6-Sept Day 12 |
7-Sept |
8-Sept |
|
| 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 |