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 within a set target time measured in elapsed minutes.
About Matthew Deeprose
Posts by Matthew Deeprose:
2015
Blackboard Performance during the Start of Term 2015/16
The new semester is now in full swing and as we start to get into Week 2 it’s worth reviewing how Blackboard has responded to the increased usage that a new semester brings particularly when one considers this year’s intake of new students is the highest ever.
Matthew Deeprose ⋅ Analytics, Blackboard, Blackboard Analytics ⋅ No comments
Blackboard Analytics – September 2015
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 ⋅ Blackboard, Blackboard Analytics ⋅ No comments
(How Well) Are You Being Served? Teaching Support Ticket Resolutions Stats – August 2015
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 within a set target time measured in elapsed minutes.
Matthew Deeprose ⋅ Customer Service, ITIL, Service Level Targets ⋅ No comments
Deprecation of NPAPI support in Chrome and impact on University elearning services
On 1 September 2015 Google withdrew support for NPAPI plugins such as Silverlight, Java, and Unity.
Services that use those technologies will no longer work with Google Chrome. The Microsoft Edge browser also does not support NPAPI plugins.
Below is a list of iSolutions services of which we are aware of an impact and how they will be affected.
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Matthew Deeprose ⋅ Blackboard, Panopto, Uncategorized ⋅ No comments
Changes to Blackboard Analytics reporting
We’ve been using Google Analytics (GA) to monitor our VLE service since July 2013. Whilst GA is used to monitor many University services the Blackboard team are the only one to share that information in the spirit of openness and fairness in a post-Snowden world.
We publish monthly reports that cover interesting elements of the data and make it freely available to all. This month we have dropped some sections and introduced some new ones.
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Matthew Deeprose ⋅ Analytics, Blackboard, Blackboard Analytics ⋅ No comments
Blackboard Analytics – August 2015
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.
More
Matthew Deeprose ⋅ Analytics, Blackboard, Blackboard Analytics ⋅ No comments
(How Well) Are You Being Served? Teaching Support Ticket Resolutions Stats – July 2015
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 within a set target time measured in elapsed minutes.
Matthew Deeprose ⋅ Customer Service, Incidents, ITIL, Service Level Targets, Service Requests ⋅ No comments
Enable “Terms” to make your Blackboard course list more manageable
After using Blackboard for more than a year you may find that your My Courses list becomes cluttered.
The “terms” feature will set your My Courses box to show your modules under groupings such as the Academic Year when the course was taught.
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Blackboard Analytics – July 2015
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.
More
Matthew Deeprose ⋅ Analytics, Blackboard, Blackboard Analytics ⋅ No comments