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.
About Matthew Deeprose
Posts by Matthew Deeprose:
2013
New Guide: Add a twitter widget to your Blackboard course
Would you like to embed information from Twitter into your Blackboard course?
Check out our new guide on our support website: http://www.southampton.ac.uk/isolutions/computing/elearn/blackboard/addtwitter.html
If you have any questions or feedback please send them to ServiceLine@soton.ac.uk
Blackboard Analytics – September 2013
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.
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(How Well) Are You Being Served? Teaching Support Ticket Resolutions Stats – August 2013
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.
(How Well) Are You Being Served? Teaching Support Ticket Resolutions Stats – July 2013
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.
Blackboard Analytics – August 2013
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.
More
Do You Want to Stream Your Media? Check Out Our New Getting Started Guide!
Our streaming media service makes sharing large videos a breeze. We have recently created a page that takes you through the process of getting your media streamed step by step.
http://www.southampton.ac.uk/isolutions/essentials/media/getstarted.html
(How Well) Are You Being Served? Teaching Support Ticket Resolutions Stats – June 2013
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.
Blackboard: Take Control of “My Courses”
If you’ve been using Blackboard as long as I have your My Courses box is probably rather long. It has always been possible to hide courses but we have recently enabled a new feature called “terms”.
Blackboard Analytics – July 2013
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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.
For Blackboard these stats are:
- Unique Visitors / Page Views
- Engagement
- Browsers
- Operating System
- Language (of the operating system)
- Location (Country)
- Location (City)
- Referrals (How people reached Blackboard)
- Keywords typed into Search Engines to find our Blackboard service
- Network / Internet Service Provider used to access our Blackboard service
This data does not include those users who block Google Analytics. If you wish to stop your web usage from being tracked by Google Analytics and other web bugs and trackers install Ghostery
Note that these stats are not for the complete month as GA was only enabled on 7 July 2013.
Key insights:
- most users access Blackboard direct. More people use a search engine to find Blackboard than access it via Sussed.
- IE is still the most popular browser. This is probably because IE is the default browser in Public Workstation areas. We prefer to use Firefox or Chrome.
- Even in this quiet month there is plenty of usage of Blackboard all around the world.