It’s been an exciting year at Steinhardt Technology Services!  Now that the 2015-2016 Academic Year is coming to the close, we want to take a couple moments to think about the level of service we’re able to offer to the community.  We’ll be looking at three specific metrics to measure our level of service to the community.  The three metrics that we use are Tickets Solved, Time to First Response (Measured in Business Minutes), and Time to First Resolution.  All data is of May 15, 2016.

Tickets Solved

Steinhardt Technology Services uses the number of Tickets Solved to measure how many issues we resolved for the Steinhardt Community and align our operations with what's really happening in the field.  Below is a chart that shows the number of tickets we’ve solved per month in the 2015-2016 Academic Year and in the 2014-2015 Academic Year.  In comparison to last year, the number of tickets we’ve solved per month has increased.

First Reply Time

Steinhardt Technology Services uses the Time to First Response to measure the amount of time it takes for our ticket router to make the first comment on the ticket and assign it to one of our agents.  To the customer, this is the amount of time it takes between emailing and hearing from the ticket router.  Below is a graph of the median response time for tickets we receive on the helpdesk.  50% of a tickets are answered between 19 and 37 minutes for the entire 2015-2016 Academic Year.

First Resolution Time

Finally, Steinhardt Technology Services uses Time to First Resolution to measure the amount of time it takes for a ticket to reach solved status.  For the customer, this would be the amount of time that passes before your issue is resolved.  Below is a chart that shows the Time to First Resolution for the 2015-2016 Academic Year.  Over the course of the year it looks like we’ve ranged between around 80 Hrs on average per ticket to 140 Hrs on average per ticket.  This is across all tickets from a simple printer installation to more complex server installation.

I hope that this article has given you an idea of the breath and the depth of what we do here at Steinhardt Technology Services.  We look forward to continue using our metrics to track our progress and improving our services in the 2016-2017 Academic School Year.

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