These updates cover news from LSA IT, as well as the broader Michigan IT community that’s here to serve your IT needs. Feel free to forward to others who may be interested. Feedback and questions are always welcome.

In this issue:

The LSA IT Service Desk is Expanding! - The Service Desk has added a new walk-in support location to provide more convenience to faculty and staff. The new office is located in Angell Hall, Room G220. A desktop support specialist from the Customer Experience Team will be available Monday through Friday, 8am - 5pm to provide walk-in service for computer support requests. A list of all of our available walk-in locations is available here(Contact: Lisa Callihan)

New LSA Employee Access Request Form Update - With the success of the recently released Employee Onboarding and Offboarding Access forms, we have expanded this to include requests for updating accounts and access. To provide faster service for these requests, an online form has been developed and is available on the Help & Support Page. Click on "Access" and these user-friendly forms will prompt for the necessary information for all account and access needs. Since the release of these forms, we have greatly reduced the turnaround time for access requests from an average of 5 days down to 2 days. (Contact: Lisa Callihan)

WiFi Upgrades for LSA Buildings - Upgrades have been completed at Angell Hall & Angell Hall Auditoriums, 202 South Thayer Bldg., I Undergraduate Science Building, Mason Hall, Tappan Hall, Haven Hall, Modern Language Building, LSA Bldg., Lane Hall, Chemistry Bldg., Weiser Hall (Dennison Building), CC Little Bldg., and Lorch Hall. Infrastructure design is underway at Randall Labs, West Hall, and East Hall.

LSA IT Service Desk Scorecard - Monthly support ticket statistics are included below. (Contact: Lisa Callihan)

LSA IT Support Requests September 2016 October 2016 November 2016
Total Ticket Volume

2,073

1,682

1,399

Total Tickets Received

2,090

1,657

1,449

Tier 1 Resolution Rate

52%

52%

51%

Key Performance Indicators
Average Ticket Resolution Time

17 hours

16 hours

16 hours

Tickets responded to within 4 hours

90%

89%

91%

Calls answered within 30 seconds

99%

99%

99%

Overall Customer Satisfaction

99%

99%

99%