Service Desk Metrics

服务台最近的通话次数增加了。 2017年共接到服务电话32755个，2018年共接到服务电话40929个； 总通话量增加了24.5%。
Workday related phone calls accounted for the largest number of inquiries representing nearly 17% of all calls made to the IT Service Center.
Other key findings include: (Jul 2018-Mar 2019)
•Total Incidents Created -32,430
•Workday Incidents Handled – 5,418
•Student Incidents – 1,338
•Finance Incidents- 1,115
•Total Problem Incidents – 59
•Total Faculty/Staff Laptop Loans -1,889
•Total Student Laptop Loans – 27,420

In July 2018, Information Technology moved all networked printers to PaperCut. From that date, we were able to track metrics around printed pages:
Total Pages Printed – 7.5 million
89% B&W pages
11% Color pages