This graph illustrates the number of recorded Tickets by Month entered into our Service Management System.

<a href=”/it/files/2016/10/201609-CS-Incidents-and-Requests.png”><img src=”/it/files/2016/10/201609-CS-Incidents-and-Requests-636×275.png” alt=”201609 – CS Incidents and Requests” width=”500″ height=”216″ class=”alignnone wp-image-8107″ /></a>

<strong>Incidents</strong> are considered a broken computer or when something is not working

<strong>Service Requests</strong> are classified as issues like email account creation or computer installs

This graph represents the average time a client is on the phone with a BUMC IT Service Desk Staff member when they call asking for help.

<a href=”/it/files/2016/10/201609-CS-Avg-Call-Time.png”><img src=”/it/files/2016/10/201609-CS-Avg-Call-Time.png” alt=”201609 – CS Avg Call Time” width=”500″ height=”301″ class=”alignnone wp-image-8108″ /></a>

This illustrates the number of phone calls per month to the BUMC IT service desk number <strong>617 638 5914.</strong>

<a href=”/it/files/2016/10/201609-CS-Incoming-Calls.png”><img src=”/it/files/2016/10/201609-CS-Incoming-Calls-636×288.png” alt=”201609 – CS Incoming Calls” width=”500″ height=”227″ class=”alignnone wp-image-8109″ /></a>

Percentage of telephone calls abandoned by the caller while waiting to be answered.

<a href=”/it/files/2016/10/201609-CS-Abandoned-Calls.png”><img src=”/it/files/2016/10/201609-CS-Abandoned-Calls-636×289.png” alt=”201609 – CS Abandoned Calls” width=”500″ height=”227″ class=”alignnone wp-image-8110″ /></a>

This graph represents the total number of calls that the BUMC IT Service Desk receives per month. The Red denotes the number of calls per month abandoned while waiting to be answered, the blue is the number of calls answered.

<a href=”/it/files/2016/10/201609-CS-Total-Calls.png”><img src=”/it/files/2016/10/201609-CS-Total-Calls.png” alt=”201609 – CS Total Calls” width=”500″ height=”325″ class=”alignnone wp-image-8111″ /></a>