...
Line of | Process | Client Satisfaction | Other | Archives | Comments | ||
|---|---|---|---|---|---|---|---|
Admin IT |
|
|
| DITR's Admin IT Preventative Maintenance Program | |||
Athena Help |
| Athena OLC data collection began in pilot-mode in July 2007. | |||||
Business Help |
|
| |||||
Computing Help | Note: ACD reporting has been restored as of January 2008. | ||||||
DMCA | n/a |
| Reports of copyright violations and other DMCA issues. | ||||
N24 Service Center |
|
|
|
| |||
Network-Requests |
|
| OIS manages the queue, and some of its cases are escalated to it by CSS. | ||||
RCC | n/a |
| Residential Computing Consultants help out in MIT dorms. | ||||
Software Distribution |
| VSLS distributes some titles via CD, which is measured here. | |||||
Software Downloads | n/a |
| Much other software comes via web download, which is here. | ||||
Software::Mobile Devices |
|
|
| These are cases solved largely by Andrew Yu as part of his role as Mobile Devices platform coordinator. | |||
Security | n/a |
| Cases of network break-ins, viruses, etc. | ||||
StopIT Stellar | n/a latest weekly |
| Help cases about the stellar.mit.edu courseware system. | ||||
StopIT |
| Stellar | n/a |
| See this folder... Help cases about the stellar.mit.edu courseware system. |
| |
Telephony |
|
|
|
| |||
TNIS |
|
|
|
| |||
VoIP Help |
|
|
| A VoIP-oriented view of telephone help requests in a mixture of RT queues. | |||
Web Self Help | n/a |
|
|
|
...