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:
2016
16 Days Later… Blackboard Support Stats and Service Performance
It’s been 16 days since the start of term. Here are some quick stats on Blackboard support and performance.
Matthew Deeprose ⋅ Blackboard, Blackboard Analytics, Customer Service, Incidents, Service Requests ⋅ No comments
Blackboard Analytics – September 2016
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 – August 2016
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
Blackboard Analytics – August 2016
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 2016
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
Blackboard Analytics – July 2016
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 – June 2016
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 ⋅ No comments
Blackboard Analytics – June 2016
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
Blackboard Mobile Apps to be inaccessible on July 23 2016 to July 24 2016
Blackboard are performing data centre maintenance that will affect the use of the Blackboard mobile apps, namely:
- Blackboard Mobile Learn
- Bb Student
- Bb Grader
Between 05:00 on July 23 and 07:00 on July 24 it will not be possible to
- set up a connection by launching the app for the first time and locating the University
- receive push notifications
Those who have already set up logins and connections should be able to continue to use the apps, but will not receive push notifications. In any case the mobile apps should not be expected to provide full service during this time period. Inaccessibility may continue until network changes have been full propagated by DNS.
Standard access to Blackboard via https://blackboard.soton.ac.uk will be unaffected. Blackboard use by this route should be used in the event of any issues.