Helpdesk Ticket Analysis ‐ Comparisons of Recent Years
Total Number of tickets
2008‐09
2009‐10
2010‐11
2011‐12
2012‐13
2013‐14
% increase
6655 NA
7358
11% Accompanied by 12% budget cut
7626
4%
7378
‐3%
7362
0%
6915
‐6%
Time to Resolve Problems
same day More than 10 days
2007‐08
42%
16%
2008‐09
58%
9% College prioritized IT and increased staff
2009‐10
43%
15% 12% budget cut
2010‐11
39%
18% Impact of increased computers and budget cuts
2011‐12
2012‐13
2013‐14
49%
45%
41%
13% Huge improvement over the past year but not yet at goal.
14% Reflects increase in computers per staff member
12% Improved 10 day numbers
Goal is to complete 50% of tickets "same day" and to have less than 10% taking longer than 10 days
Helpdesk Tickets 70%
Percent of 60%
tickets 50%
resolved
40%
same day
More than 10 days
30%
20%
10%
0%
2007‐08 2008‐09 2009‐10 2010‐11 2011‐12 2012‐13 2013‐14
Major Categories
Software Hardware e‐mail
Citrix
2009‐10
2052
1004
742
1151
2010‐11
1762
1135
842
1040
2011‐12
2050
885
993
1521
2012‐13
2195
975
647
954
2013‐14
1784
939
803
903
Requests by Major Category
2500
2000
1500
1000
500
0
2009‐10
2010‐11
Software
2011‐12
Hardware
2012‐13
e‐mail
2013‐14
Citrix
Helpdesk Tickets 2013‐14
by Problem Type
Software
Hardware
Citrix
Printing
Email
Problem
Software
Hardware
Citrix
Printing
Email
Classroom AV
Passwords‐Logins
Wi‐Fi
Other
Count
1955
939
903
847
803
690
567
82
239
Classroom AV
Passwords‐Logins
Wi‐Fi
Other
Major Software Categories
Desktop Apps
Student Net
Dropbox
Virus
Eforms
HP‐UX
Office home use
Adobe Applications
Major Software Categories
Desktop Apps
Student Net
Dropbox
Virus
Eforms
HP‐UX
Office home use
Adobe Applications
242
119
68
61
60
58
57
55
Helpdesk Tickets 2013‐14 by Unit
UNIT
Instruction
Admin. Services
IT Services
Student Services
Instruction
Admin. Services
President's Unit
IT Services
International Prgs
Student Services
WFE‐SVI
President's Unit
Other/Unknown
International Prgs
TOTAL
% of Tickets college
3573
52%
443
6%
498
7%
1213
18%
282
4%
666
224
27
6926
10%
3%
0%
WFE‐SVI
Other/Unknown
Note: ITS and IEP are shown separately
% of instru‐
ction
INSTRUCTIONAL AREAS, REGARDLESS OF UNIT Extend. Learrning
5%
Wood SMA
SHS‐ABS
Other1% 1%
SCA3% 1%
3%
Unit/Division
SAM
18%
Allied Health
7%
HSS
15%
BTS
10%
IRS
12%
IEP*
13%
% of college
SAM
735
17%
11%
HSS
614
15%
9%
IEP*
552
13%
8%
IRS
505
12%
7%
BITCA
472
11%
7%
BTS
411
10%
6%
Allied Health
313
7%
5%
Extend. Learrning
199
5%
3%
SCA
137
3%
2%
SHS‐ABS
137
3%
2%
Other
51
1%
1%
Wood
47
1%
1%
SMA
40
1%
1%
TOTAL
BITCA
11%
Tickets
4213
*instuctional reuests from IEP
64%
Student Services
Unit/Division
Student Resources
Enrollment Services
Student Development
Student Support
Counseling
% of Student Services
Tickets
% of College
Student Resources
Enrollment Services
Student Development
388
32%
6%
331
27%
5%
282
23%
4%
Student Support 107
9%
2%
86
7%
1%
Counseling
Other Student Services
TOTAL 19
2%
0%
1213
100%
18%
Other Student Services
Administrative Services Including ITS
Business
Office
Auxiliary
Services
Mainstay
Department
Admin
Services VP
IT Services
% of college
85
9%
1%
Auxiliary Services
96
10%
1%
Mainstay
37
4%
1%
Facilities
105
11%
2%
74
8%
1%
46
5%
1%
498
53%
7%
Public Safety
IT Services
TOTAL
Public
Safety
Tickets
Business Office
Admin Services VP
Facilities
% of Admin Serv.
941
14%
President's Unit
President's Office
PIO
Strategic Initiatives
Foundation
Employee Services Division
International Education Programs
Tickets
69
134
17
45
17
666
282
% of unit % of College
24.5%
1.0%
47.5%
1.9%
6.0%
0.2%
16.0%
0.6%
6.0%
0.2%
236.2%
9.6%
4.1%
President's Unit
President's Office
PIO
Strategic Initiatives
Foundation
Employee Services Division
International Education
Programs
Preisdent's Unit Without IEP
President's Office
PIO
Strategic Initiatives
Foundation
Employee Services Division