| Total Tickets |
| Tickets Opened |
169 |
| Tickets Closed |
1608 |
| Others |
5 |
| Total |
1782 |
|
|
|
| Ticket Categories |
| Account Access/Permissions |
71 |
| ADP |
3 |
| Angel |
43 |
| Colleague |
367 |
| Cumulus |
11 |
| Custom Applications |
3 |
| E-mail |
29 |
| General |
8 |
| Handheld Devices |
3 |
| Hardware Issue |
15 |
| IT Infrastructure |
8 |
| MS Office |
58 |
| Networking Issue |
0 |
| Printing |
64 |
| Raisers Edge |
3 |
| Remote Access: Citrix/RAS/VPN |
4 |
| Resource Scheduler |
1 |
| Software Issue |
16 |
| Spam/Spyware/Virus |
2 |
| User Training/Assistance |
756 |
| Virus |
1 |
| Web/Intranet |
14 |
| Wireless |
1 |
| |
842 |
| Time to Closure |
Total |
Critical |
Standard |
| Closed Items |
< 3 Hours |
623 |
21 |
602 |
| > 3-8 Hours |
179 |
1 |
178 |
| > 8-72 Hours |
506 |
8 |
498 |
| > 72 Hours |
300 |
5 |
295 |
| Total |
1608 |
35 |
1573 |
The Juilliard School IT Department
2007 YTD Service Availability: Top 3 Services |
|
Device |
Interface |
Time Unavailable (minutes) |
Percent Available |
| Raiser's Edge |
10.1.1.108 |
6.26 |
100% |
| E-Mail |
10.1.1.155 |
7.14 |
100% |
| Colleague |
10.1.1.5 |
5.01 |
99.92% |
|
