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IT Servicedesk Monthly Reports

The following abbreviations are used in the reports on this page:

  • Adv - Advice, help and training.
  • Bus - Business applications.
  • Com - Communications, collaboration and productivity.
  • Dev - Device support.
  • Dsk - Desk support.
  • Inf - Infrastructure and accounts.
  • TLR - Teaching, learning and research.

2016 - 2017

  SepOctNovDecJan
Calls received 1414  2617 445 278 381
Emails received 970  915 868 437 874
Jobs entered in ServiceNow 1934  2129 1879 1119 1801
Incidents 1036  1191 1017 560 917
Requests for change 898  938 862 559 884
Top 5 topics for incidents

Inf;
Dev;
Adv;
Com
Bus. 

Dev;
Inf;
Com;
Adv
Bus.

Inf;
Com;
Adv;
Bus;
TLR.

Bus;
Inf;
Com;
Adv;
TLR.

Inf;
Adv;
Com;
Bus;
TLR.

Top 5 topics for request for change

Com;
Dev;
Inf;
Bus;
Adv. 

Com;
Dev;
Inf;
Bus;
Adv.

Com;
Dev;
Inf;
Bus;
TLR.

Dev;
Inf;
Bus;
Adv;
TLR.

Dev;
Com;
Bus;
Adv;
TLR.

Jobs completed 2340  3108 2496 1870 2225
Target completion rate 94%  93% 93% 99% 93%
Satisfaction survey responses received 200  258  249 151 183
Very dissatisfied responses 5 11 6 5
Dissatisfied responses 9 12 0 7
Satisfied responses 38  40 41 25 23
Very satisfied responses 150  204  184 119 147
Calls logged with NorMAN 12  10 9 13 0
Calls resolved by NorMAN 6 4 7 0
Calls logged with NorMan and resolved by IT Servicedesk 4 5 6 0

2015 - 2016

  SepOctNovDecJanFebMarAprMayJunJulAug
Calls received 2486 2432 2262  1841 2019 2019 1844 2078 2162 1861  1180 1336
Emails received 1347 1006 1036  568 648 659 582 672 730 627  591 766 
Jobs entered in ServiceNow 2541 1879 1938  1268 1375 1644 1585 2017 1012 1336  1302 1484
Incidents 1517 1151 1334  803 803 904 844 1338 840 708  619 828 
Requests for change 1024 728 604  465 572 740 741 679 172 628  683 656 
Top 5 topics for incidents

Bus;
Dev;
Inf;
Adv;
Com.

Dev;
Inf;
Bus;
Com
Adv.

Inf;
Dev;
Bus;
Com;
Adv. 

Dev;
Inf;
Bus;
Adv;
Com.

Dev;
Bus;
Inf;
Com;
Adv.

Dev;
Bus;
Inf;
Com;
Adv.

Dev;
Bus;
Com;
Inf;
Adv.

Bus;
Dev;
Inf;
Com;
Adv.

Inf;
Adv;
Com;
Bus;
TLR.

Inf;
Bus;
Com;
Adv;
TLR.

Dev;
Bus;
Com;
Adv;
TLR.

Inf;
Dev;
Bus;
Com;
TLR.

Top 5 topics for request for change

Inf;
Adv;
Com;
TLR;
Bus.

Dev;
Inf;
Com;
Bus;
TLR.

Dev;
Com;
Inf;
Bus;
TLR.

Dev;
Com;
Inf;
Bus;
TLR.

Dev;
Com;
Inf;
Bus;
TLR.

Inf;
Dev;
Com;
Bus;
TLR.

Com;
Dev;
Inf;
Bus;
Adv.

Com;
Dev;
Inf;
Bus;
TLR.

Dev;
Inf;
Bus;
Dsk;
Adv.

Dev;
Inf;
Bus;
Adv;
TLR.

Com;
Inf;
Bus;
TLR;
Adv.

Com;
Dev;
Inf;
Bus;
Adv.

Jobs completed 3333 2759 2586 2417 1882 2344 2362 2495 2360 1660 1660  2282
Target completion rate 95% 93% 95% 94% 94% 95% 95% 95% 96% 96% 96% 91% 
Previous jobs carried forward 22 27 23 23 20 32 61 96 270 217 217  317 
Satisfaction survey responses received 176 196  182  116 145 176 194 213 215 193 170  144 
Very dissatisfied responses 4 0 4 6 2 5 5 3
Dissatisfied responses 8 11 2 4 8 3 5 4 9
Satisfied responses 23 40  29 25 15 21 26 32 18 15 27  14 
Very satisfied responses 141 142  139 89 122 141 163 171 188 166 134  122 
Rating of satisfied or very satisfied 93% 93% 92% 98% 94% 92% 97% 95% 96% 94% 95%  95% 
Calls logged with NorMAN 11 10 9  5 5  14 5 6 8 8 10  12 
Calls resolved by NorMAN 4 7 4  4 4  8 3 3 5 2
Calls logged with NorMan and resolved by IT Servicedesk 7 3 5  1 1  6 2 3 3 6