iSolutions uses ITIL processes as part of its Service Management. We organise our processes in a way informed by ITIL, and provide reports on how well we met our stated aims. The main way that our users interact with us is through the Incidents and Service Requests they raise via ServiceLine. We have targets to resolve 90% of Service Requests and Incidents with a set target time measured in elapsed minutes.
The table below shows the services that fall under the Category of Teaching Support. Not all of these are dealt with by the MLE team, for example AV, e-assignment, e-folio, and i-survey. However we do collate and report on these statistics each month. In the interests of openness with our users and customers the table below shows how many tickets we receive each month in each area, and how many are resolved within target. The SLT score shows the percentage of tickets that are resolved within target.
Statistics for Audio Visual Support have been removed from the table because these are mainly provided by an outsourced provider.
We are very proud of our ticket performance in supporting Blackboard. October is always the busiest month and we broke a new record in number of unique users (about 24,500) so the number of tickets received and our success in resolving them on target shows how committed we are to delivering the best service that we can to our users.
You may ask “so what are the target times within which tickets are expected to be resolved”? This table below shows the target resolution time (in elapsed minutes) for each of the services and their related applications:
| Tkt Category | Tkt Type | Tkt Item | Tkt Area | Default SLA |
| Teaching Services | Audio Visual Support | Incident | Unclassified | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Audio Visual Support | Incident | AV General | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Audio Visual Support | Incident | Lecture Theatres | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Audio Visual Support – CLS | Incident | Unclassified | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | Display Device | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | PA System | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | Optical Device | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | Interactive Display | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | Control System | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | AV Input | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | User Error | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | Power Issue | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | New Install | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | Bench PC Build | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | Bench PC Hardware | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | Network Access | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | PC Peripheral | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | User Equipment | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | Media Switcher | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | System Wiring | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Incident | Estate | 4 Hours |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | Unclassified | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | Display Device | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | PA System | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | Interactive Display | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | Control System | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | AV Input | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | User Error | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | Power Issue | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | New Install | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | Bench PC Build | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | Bench PC Hardware | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | Network Access | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | PC Peripheral | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | User Equipment | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | Media Switcher | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | System Wiring | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | Estate | 17 Hours (1020 Minutes) |
| Teaching Services | Audio Visual Support – Non-CLS | Incident | Optical Device | 17 Hours (1020 Minutes) |
| Teaching Services | AV Support | Incident | AV Fault | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Computer Aided Assessment | Incident | Unclassified | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Computer Aided Assessment | Incident | Additional Exam Requirements (AER) | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Computer Aided Assessment | Incident | e-assignment | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Computer Aided Assessment | Incident | MapleTA | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Computer Aided Assessment | Incident | Perception | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Computer Aided Assessment | Incident | TurnItIn | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Computer Aided Assessment | Incident | Other (Internal) | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Computer Aided Assessment | Incident | Other (External) | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Examination Papers | Incident | Unclassified | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Examination Papers | Incident | Examination Papers | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Lecture Capture | Incident | Unclassified | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Lecture Capture | Incident | Panopto Lecture Capture | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Media Support | Incident | Unclassified | 17 Hours (1020 Minutes) |
| Teaching Services | Media Support | Incident | Media Streaming | 17 Hours (1020 Minutes) |
| Teaching Services | Media Support | Incident | Media Conversion | 17 Hours (1020 Minutes) |
| Teaching Services | Media Support | Incident | Media Digitising | 17 Hours (1020 Minutes) |
| Teaching Services | Media Support | Incident | Media Editing | 17 Hours (1020 Minutes) |
| Teaching Services | Media Support | Incident | Off-air Recording | 17 Hours (1020 Minutes) |
| Teaching Services | Other Learning Systems | Incident | Unclassified | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Other Learning Systems | Incident | eFolio | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Other Learning Systems | Incident | iSurvey | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Virtual Learning Environment (VLE) | Incident | Unclassified | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Virtual Learning Environment (VLE) | Incident | Blackboard | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Virtual Learning Environment (VLE) | Incident | Common Learning | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Virtual Learning Environment (VLE) | Incident | Moodle | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Virtual Learning Environment (VLE) | Incident | EdShare | 25.5/8.5/4/2 Hours governed by priority and urgency. |
| Teaching Services | Audio Visual Support | Service Request | Unclassified | 4 Hours |
| Teaching Services | Audio Visual Support | Service Request | AV General | 4 Hours |
| Teaching Services | Audio Visual Support | Service Request | Meet and Greet | 4 Hours |
| Teaching Services | Audio Visual Support | Service Request | Lecture Theatre | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Service Request | Unclassified | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Service Request | Meet and Greet | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Service Request | AV Equipment Booking | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Service Request | Technical Advice | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Service Request | Purchase Request | 4 Hours |
| Teaching Services | Audio Visual Support – CLS | Service Request | Event Support | 4 Hours |
| Teaching Services | Audio Visual Support – Non-CLS | Service Request | Unclassified | 4 Hours |
| Teaching Services | Audio Visual Support – Non-CLS | Service Request | Meet and Greet | 4 Hours |
| Teaching Services | Audio Visual Support – Non-CLS | Service Request | AV Equipment Booking | 4 Hours |
| Teaching Services | Audio Visual Support – Non-CLS | Service Request | Technical Advice | 4 Hours |
| Teaching Services | Audio Visual Support – Non-CLS | Service Request | Purchase Request | 4 Hours |
| Teaching Services | Audio Visual Support – Non-CLS | Service Request | Event Support | 4 Hours |
| Teaching Services | AV Support | Service Request | AV Enquiry | 4 Hours |
| Teaching Services | Computer Aided Assessment | Service Request | Unclassified | 4 Hours |
| Teaching Services | Computer Aided Assessment | Service Request | Additional Exam Requirements (AER) | 4 Hours |
| Teaching Services | Computer Aided Assessment | Service Request | e-assignment | 4 Hours |
| Teaching Services | Computer Aided Assessment | Service Request | MapleTA | 4 Hours |
| Teaching Services | Computer Aided Assessment | Service Request | Perception | 4 Hours |
| Teaching Services | Computer Aided Assessment | Service Request | TurnItIn | 4 Hours |
| Teaching Services | Computer Aided Assessment | Service Request | Other (Internal) | 4 Hours |
| Teaching Services | Computer Aided Assessment | Service Request | Other (External) | 4 Hours |
| Teaching Services | Examination Papers | Service Request | Unclassified | 4 Hours |
| Teaching Services | Examination Papers | Service Request | Examination Papers | 4 Hours |
| Teaching Services | Lecture Capture | Service Request | Unclassified | 4 Hours |
| Teaching Services | Lecture Capture | Service Request | Panopto Lecture Capture | 4 Hours |
| Teaching Services | Lecture Capture – CLS | Service Request | Unclassified | 4 Hours |
| Teaching Services | Lecture Capture – CLS | Service Request | Panopto | 4 Hours |
| Teaching Services | Lecture Capture – CLS | Service Request | HD Camera | 4 Hours |
| Teaching Services | Lecture Capture – CLS | Service Request | Live Stream Support | 4 Hours |
| Teaching Services | Lecture Capture – Non-CLS | Service Request | Unclassified | 4 Hours |
| Teaching Services | Lecture Capture – Non-CLS | Service Request | Panopto | 4 Hours |
| Teaching Services | Lecture Capture – Non-CLS | Service Request | HD Camera | 4 Hours |
| Teaching Services | Lecture Capture – Non-CLS | Service Request | Live Stream Support | 4 Hours |
| Teaching Services | Media Support | Service Request | Unclassified | 17 Hours (1020 Minutes) |
| Teaching Services | Media Support | Service Request | Media Digitising | 17 Hours (1020 Minutes) |
| Teaching Services | Media Support | Service Request | Media Editing | 17 Hours (1020 Minutes) |
| Teaching Services | Media Support | Service Request | BUFVC TV Request | 4 Hours |
| Teaching Services | Media Support | Service Request | Media Streaming | 17 Hours (1020 Minutes) |
| Teaching Services | Media Support | Service Request | Media Conversion | 17 Hours (1020 Minutes) |
| Teaching Services | Media Support | Service Request | Off-air Recording | 17 Hours (1020 Minutes) |
| Teaching Services | Other Learning Systems | Service Request | Unclassified | 4 Hours |
| Teaching Services | Other Learning Systems | Service Request | eFolio | 4 Hours |
| Teaching Services | Other Learning Systems | Service Request | iSurvey | 4 Hours |
| Teaching Services | Virtual Learning Environment (VLE) | Service Request | Unclassified | 4 Hours |
| Teaching Services | Virtual Learning Environment (VLE) | Service Request | Blackboard | 4 Hours |
| Teaching Services | Virtual Learning Environment (VLE) | Service Request | Common Learning | 4 Hours |
| Teaching Services | Virtual Learning Environment (VLE) | Service Request | Moodle | 4 Hours |
| Teaching Services | Virtual Learning Environment (VLE) | Service Request | EdShare | 25.5 Hours |