Incident Management

The graph below shows the monthly breakdown of tickets, by the three main types of records raised, logged by our customers within the ITS Service Management tool - ServiceNow.

To confirm, an Incident refers to when something is broken or not working as designed, a Service Request relates to provision of additional items(such as access to a printer) and Information is when the customer needs guidance or advice about a service we provide.

It can be seen that the general trend shows the volume of Service Requests is increasing significantly as more services are provided (for example Wireless across campus and residences), whilst the volume of incidents has remained steady.

 

The graph below shows the monthly breakdown of high priority incidents logged with IT Services. Examples of a high priority incident would be loss of network to a departmental building or IT supported workarea or the email system being unavailable to a large proportion of staff and/or students.

The trend is showing a steady decline, indicating fewer high prioirity incidents and hence, IT outages significantly affecting the University, are being encountered.

 

 

 

Problem Management

The graph below shows the number of Problem records opened by IT Services within the IT Service Management tool to investigate the underlying cause of incidents affecting our customers. The figures indicate a consistent level of problems being identified and investigated to fix incidents permanently to prevent their reoccurrence.

 

The graph below shows a breakdown of problems closed (i.e. either permanently fixed or agreed to close without the root cause being addressed). The annual trend shows a gradual increase in such closures, which has plateaued and slightly decreased recently. This is primarily due to a stronger line being taken in not closing problem records unless a root cause is found and fixed.

Change Management

The table below breaking down the volume of planned changes made to the Services ITS provide and the success rate in their implementation.

 

Description / Month	Dec-12	Dec-11	Nov	Oct	Sep	Aug	Jul	Jun	May	Apr	Mar	Feb	Jan
Total	151	106	198	217	200	212	229	191	216	162	261	213	189
Successful - 99% Target	100%	100%	96%	98%	96%	100%	98%	98%	98%	99%	99%	99%	98%
On Time -98% Target	99%	100%	95%	98%	95%	99%	98%	98%	98%	97%	98%	98%	98%
Emergency <10% Target	0.0%	4.7%	2.0%	0.5%	0.0%	0.0%	0.4%	3.1%	0.9%	0.6%	1.5%	2.3%	3.2%