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.
Monthly Archives: September 2014
2014
Panopto Analytics – Semester 2 2013/14
Google Analytics is turned on within a number of MLE sites including Blackboard and Panopto. In the interest of openness we will share a number of pieces of analytical data with the community.
The following statistics are for 27th January 2014 – 24th September 2014
For Panopto these stats are:
- Visitors
- Unique Visitors
- Browser
- Language (of the operating system)
- Location
- Referrals
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Panopto Training Guide
Have you been to one of our larger training sessions? I hope you enjoyed it!
We run a 90 minute Panopto training course (http://go.soton.ac.uk/training) where we go through each step required to make a fantastic Panopto recording. Attached below you’ll find the step-by-step training guide that accompanies the course.
Blackboard Analytics – August 2014
Google Analytics and University of Southampton Blackboard service
Google Analytics (GA) is turned on within a number of MLE sites including Blackboard and Panopto. In the interest of openness we will share a number of pieces of analytical data with the community. Note that some data is from a smaller sample size and may not reflect 100% of users.
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Matthew Deeprose ⋅ Analytics, Blackboard, Blackboard Analytics ⋅ No comments
(How Well) Are You Being Served? Teaching Support Ticket Resolutions Stats – July 2014
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.
Matthew Deeprose ⋅ Blackboard, Customer Service, Incidents, ITIL, Service Level Targets, Service Requests ⋅ No comments