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.

SLT_Feb2014

 

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

 

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