Thursday, June 16, 2005

SJSU ITSS Help Desk utilization is doubling year to year

Help Desk stats 04-05
In February/March 2004 there was a problem with our university computer systems that caused a huge spike in trouble calls to the ITSS Help Desk at SJSU. If you eliminate this anomaly what you see is an approximate doubling of Help Desk utilization year-to-year. This is good data because it does not include new systems. In my opinion this is actually an apples-to-apples comparison of support calls. What this chart shows is the number of tickets in supported systems, that are reported in the GWI ticketing system that are closed at the Help Desk. These systems have not changed year-to-year. So, this is a measure of relative volume. During this same time the amount of regular staff employee support assigned to the Help Desk was reduced fifty percent.

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