President's Report - FY10 Q4
- Metrics Accomplishments
- Metrics Issues and Trends
FY10 Q3
FY10 Q2
Robert Smyser's email to Mary Ziegler, cc: P. Sheppard and E. Aufiero (dated 1/22/10)
RE: accessible version of CSS FY2010 Q2 Report draft 5 with embedded excel tables and interspersed comments.doc
Mary,
I embedded all the tables the same way. But some were modified after the embedding by opening them, removing or inserting some rows, and closing them again. I’d find it very informative to sit with you and see the screen reader in action. Not today though…
Rob
-------
Rob Smyser, Sr Business Analyst
MIT Information Services & Technology
77 Massachusetts Ave #n42-240t, Cambridge MA 02139
617.253.1358 w
_________________________________________________________________________________________________
Mary Ziegler's email to Robert Smyser, cc: Patricia Sheppard and Elaine Aufiero (dated 1/22/10)
SUBJECT: Accessible Version of CSS FY2010 Q2 Report draft 5 with Embedded Excel Tables and Interspersed Comments.doc
Hi Rob,
Thanks for pulling together an accessible version of this document on such short notice. I think this version is good to go for this Quarter.
However, sometime before the next iteration I’d like to see if we can tweak the tables in this document to make them slightly more accessible: while all are readable with a screen reader, some of the tables are easier to read than others in the sense that they are announced to the screen reader as being there (while other tables could be easily skipped over if not announced). It could be that the table properties are different, but I can’t see any difference. So, I’m going to pass this on to other members of my team to see what I may be missing. Before I do that, one question: did you follow the same procedure going from Excel to this document for all embedded tables?
Appreciatively,
Mary
From: Robert W Smyser
Sent: Thursday, January 21, 2010 3:06 PM
To: Patricia Sheppard; Elaine Elizabeth Aufiero
Cc: Mary J Ziegler; Robert W Smyser
Subject: accessible version of CSS FY2010 Q2 Report draft 5 with embedded excel tables and interspersed comments.doc
______________________________________________________________________________________________
Robert Smyser’s email to Patricia Sheppard and Elaine Aufiero, cc: Mary Ziegler (dated 1/21/10)
SUBJECT: Accessible Version of CSS FY2010 Q2 Report Draft 5 with Embedded Excel Tables and Interspersed Comments.doc
Pat,
After Mary Ziegler told us embedded excel tables are the most desirable way to handle accessibility, I rejiggered the metrics section, attached. The document is in two sections – the first three pages are like previous reports, with all the metrics and all the text. Now, pages 4 to 5 are a two-page version of the report. It leaves out a few inconsequential metrics from Call Center and Repair Center, and drops ITSS (because Tim volunteered). Somehow, magically, it fits on 2 pages.
Hoping this helps.
Rob
P.S., Mary, let us know if the new version fails accessibility in some way… I was even able to enlarge the text a little. Screen magnification works wonders though, another reason to go paperless whenever possible.
_______________________________________________________________________________________________
Oliver Thomas's email reply to Robert Smyser's email listed below (dated 1/21//2010)
Thanks Rob! Taking the summary sentence about Quickstations out is fine.
Cheers,
Oliver
–
Oliver Thomas
Information Services and Technology
Massachusetts Institute of Technology
+1 617 253 9682
+1 617 835 9682 /m
othomas@mit.edu
On Jan 21, 2010, at 10:16 AM, Robert W Smyser wrote:
Robert Smyser’s email (dated 1/21/2010) to Oliver Thomas:
Athena updates to RE: CSS Q2 Report Draft
Hi folks,
I’ve updated the tables and prose in the attached metrics section of the report.
• The 1/4/2010 update from Jon Reed didn’t include any workstation numbers, as Oliver observed, so I’m glad Oliver caught that one. With Oliver’s change, Personal/DLC workstations drop to 76% of the total workstation installations, still a big ratio.
• The Quickstation change would say that logins there are in proportion to their % deployment, but by the same token, there are seven times as many student computing lab machines that account for only twice as many logins. Is this explained by the different session lengths expected of the high-turnover quickstations vs sit-and-stay lab machines? We probably need deeper analysis about session length to see if there’s anything interesting to say. Given that, perhaps we should take the Quickstation sentence out (but leave the dialup sentence in).
• Student Computing Labs substituted for Cluster in the tables and text.
The tables needed me to repast them as bitmaps from the Excel original, and they probably won’t change again in this report. Additional changes to the text can be done by Pat / Elaine up to the moment the report goes in.
Rob
From: Oliver Thomas
Sent: Wednesday, January 20, 2010 5:59 PM
To: Robert W Smyser
Cc: Oliver Thomas; css-managers@mit.edu Managers; Elaine Elizabeth Aufiero; Patricia Sheppard
Subject: Re: CSS Q2 Report Draft
Hi Rob,
A few quick corrections to the Athena and printing metrics:
- In the summary, the total number of Athena workstations is 1472 (not 2434). In the table, the number of Personal/DLC-owned Workstations is 1113. Jon had sent a correction back in early January that didn't make it into the final version.
- Can we take out the "A relatively large" in "A relatively large 14% of total Athena logins..."? They're actually 12% of all of our publicly deployed machines (cluster + quickstations) so 14% of logins on them is pretty normal, especially since they encourage higher throughput (of users).
- Can we replace "Cluster Workstations" in the table with "Student Computing Labs"? It seems like we're moving to that more generic terminology in the president's report, so might as well keep it consistent. The fact that they're Athena workstations is covered by the column heading.
It looks like the utilization data didn't make it in the QR, which is okay, but Jon asked me to follow up to see if it was a formatting issue (no graphs allowed) or if there was some other reason.
Thanks!
Oliver
–
Oliver Thomas
Information Services and Technology
Massachusetts Institute of Technology
+1 617 253 9682
+1 617 835 9682 /m
othomas@mit.edu
________________________________________________________________________________________________
Robert Smyser’s email (dated 1/19/2010)
Subject: CSS FY2010 Q2 Report draft 3 with interspersed comments.doc
SPECIAL NOTE: See page two of this document – it is the document that was attached to this email.
Pat,
Here is the latest version of the quarterly report metrics section. It has Chris Lavallee’s edits including another row of DDM data and the column that adds this-Qtr/last-Qtr comparisons. No little charts. I amended the call center text to reflect the new numbers after taking the non-working weekdays out of the picture. This has all been checked over with Jozsef a little while ago. Cheers, Rob
Summary of Strategic Metrics
CSS maintained high levels of call center performance in Q2, with Client Satisfaction only slightly below its 4.5 goal, and Abandon Rate well below its goal of 10%.
Repair Center and Telephone Help satisfaction scores show steady improvement over the year and are now above target for the last two quarters. Telephone Analog and ISDN orders are high from requests to remove such phones. Telephone Help kept its recent gain in % of tickets resolved in Tier 1, up 15% this year.
Ticket Topics are assigned by a largely automated process using keyword matching and hinting. Adding User Accounts to the pool for the first time greatly increased volume in the Accounts topic and contributed to the 35% increase in Email tickets, otherwise caused by Exchange-related tickets created in the Call Center. The Backup topic was impacted by the annual cleanup of mostly inactive TSM accounts. Two other lower volume topics – Security and Services -- showed large % increases related to phishing and malware, and increased use services like wikis, respectively. Business tickets are down by nearly half compared to a year ago, and Hardware tickets down by 22%. In those areas, newer hardware and easier-to-use software have a positive impact on our clients’ computing environment.
As a consequence of adding User Accounts, Service Desk ticket volume nearly doubled over last year. Over 8300 total tickets, or 126 tickets per day, were created by more than 4700 unique IDs in a roughly 3:2 ratio of employees to students.
Training offered 14% more classes and attracted 8% more attendees than a year ago. A third of the training taken in Q2 was about Exchange. Attendees are pleased with their training, as client satisfaction scores remain high.
Accessibility delivered 39% more Adaptive Technology consultations to the community, and showed the same increase in student users of the 24x7 lab. Software Usability consultations nearly doubled over last year as well.
DDM’s Preventative Maintenance visits and Desktop Deployments have surged over last quarter even as DDM looks to revamp the program later in the year. Declines in MDS metrics across the board are consistent with recent DLC belt-tightening. DCAD shows sustained gains in the SLA business, while new projects are down compared to a year ago but rising steadily in the last three cycles. The DS PLUS reporting is new this quarter and shows a 42% increase over last year in activities related to supporting its 72 client individuals.
Athena and Printing metrics are new this quarter. Athena Workstations by Type reveals that 85% of the 2434 known Athena installations are not in our clusters but are privately owned or in DLCs. A relatively large 14% of total Athena logins occur on the 43 high-turnover Quickstations, while just 8 dialup servers account for 28% of total logins, likely from Windows and Macintosh machines running terminal software and an X client. The 27 public Athena printers seem heavily used at over 91000 pages per quarter altogether, but 55% of the pages printed were in paper-saving duplex mode.
Finally, DMCA notices were in a year-long decline until Q2, up 100% over Q1 and 57% over Q2 of FY2009.
Please see refer to the attached document for the metrics tables that were listed with this document:
...
_______________________________________________________________________________________________
...
_
Robert Smyser’s email to Barbara Goguen, Patricia Shepaprd and CSS Managers (dated 1/19/2010)
...
RE:
...
CSS
...
Q2
...
Report
...
Draft
Folks,
Looking more deeply into the ACD data, it was found that the non-working weekdays --- Columbus day, Veterans day, thanksgiving, 4 days around xmas and New Years, etc. – were still in the worksheet, registering as days of zero calls offered, zero agents on the phone, etc., These zeros dragged the averages down, especially so in December.
Removing the zero days from the data drove Calls Offered back up to 84, and Agent Availability back up to 37 (the same as a year ago). Some of the other ACD numbers like wait time, had also been reduced by the zeros and so they went up a bit.
As a result, in the report, the affected numbers will be a little different than in the first draft, and the text will change a little too.
I’ve added this little gotcha to the checklist of such things for the future.
Rob
________________________________________________________________________________________________
...
_
...
On
...
Jan
...
12,
...
2010,
...
at
...
2:25
...
PM,
...
Patricia
...
Sheppard
...
wrote:
...
Summary
...
of
...
Strategic
...
Metrics
...
CSS
...
maintained
...
high
...
levels
...
of
...
call
...
center
...
performance
...
in
...
Q2,
...
with
...
Client
...
Satisfaction
...
only
...
slightly
...
below
...
its
...
4.5
...
goal,
...
and
...
Abandon
...
Rate
...
well
...
below
...
its
...
goal
...
of
...
10%.
...
Repair
...
Center
...
and
...
Telephone
...
Help
...
satisfaction
...
scores
...
show
...
steady
...
improvement
...
over
...
the
...
year
...
and
...
are
...
now
...
above
...
target
...
for
...
the
...
last
...
two
...
quarters.
...
Telephone
...
Analog
...
and
...
ISDN
...
orders
...
are
...
high
...
from
...
requests
...
to
...
remove
...
such
...
phones.
...
Telephone
...
Help
...
kept
...
its
...
recent
...
gain
...
in
...
%
...
of
...
tickets
...
resolved
...
in
...
Tier
...
1,
...
up
...
15%
...
this
...
year.
...
Ticket
...
Topics
...
are
...
assigned
...
by
...
a
...
largely
...
automated
...
process
...
using
...
keyword
...
matching
...
and
...
hinting.
...
Adding
...
User
...
Accounts
...
to
...
the
...
pool
...
for
...
the
...
first
...
time
...
greatly
...
increased
...
volume
...
in
...
the
...
Accounts
...
topic
...
and
...
contributed
...
to
...
the
...
35%
...
increase
...
in
...
...
tickets,
...
otherwise
...
caused
...
by
...
Exchange-related
...
tickets
...
created
...
in
...
the
...
Call
...
Center.
...
The
...
Backup
...
topic
...
was
...
impacted
...
by
...
the
...
annual
...
cleanup
...
of
...
mostly
...
inactive
...
TSM
...
accounts.
...
Two
...
other
...
lower
...
volume
...
topics
...
– Security
...
and
...
Services
...
– showed
...
large
...
%
...
increases
...
related
...
to
...
phishing
...
and
...
malware,
...
and
...
increased
...
use
...
services
...
like
...
wikis,
...
respectively.
...
Business
...
tickets
...
are
...
down
...
by
...
nearly
...
half
...
compared
...
to
...
a
...
year
...
ago,
...
and
...
Hardware
...
tickets
...
down
...
by
...
22%.
...
In
...
those
...
areas,
...
newer
...
hardware
...
and
...
easier-to-use
...
software
...
have
...
a
...
positive
...
impact
...
on
...
our
...
clients’
...
computing
...
environment.
...
As
...
a
...
consequence
...
of
...
adding
...
User
...
Accounts,
...
Service
...
Desk
...
ticket
...
volume
...
nearly
...
doubled
...
over
...
last
...
year.
...
Over
...
8300
...
total
...
tickets,
...
or
...
126
...
tickets
...
per
...
day,
...
were
...
created
...
by
...
more
...
than
...
4700
...
unique
...
IDs
...
in
...
a
...
roughly
...
3:2
...
ratio
...
of
...
employees
...
to
...
students.
...
Training
...
offered
...
14%
...
more
...
classes
...
and
...
attracted
...
8%
...
more
...
attendees
...
than
...
a
...
year
...
ago.
...
A
...
third
...
of
...
the
...
training
...
taken
...
in
...
Q2
...
was
...
about
...
Exchange.
...
Attendees
...
are
...
pleased
...
with
...
their
...
training,
...
as
...
client
...
satisfaction
...
scores
...
remain
...
high.
...
Accessibility
...
delivered
...
39%
...
more
...
Adaptive
...
Technology
...
consultations
...
to
...
the
...
community,
...
and
...
showed
...
the
...
same
...
increase
...
in
...
student
...
users
...
of
...
the
...
24x7
...
lab.
...
Software
...
Usability
...
consultations
...
nearly
...
doubled
...
over
...
last
...
year
...
as
...
well.
...
DDM’s
...
Preventative
...
Maintenance
...
visits
...
and
...
Desktop
...
Deployments
...
have
...
surged
...
over
...
last
...
quarter
...
even
...
as
...
DDM
...
looks
...
to
...
revamp
...
the
...
program
...
later
...
in
...
the
...
year.
...
Declines
...
in
...
MDS
...
metrics
...
across
...
the
...
board
...
are
...
consistent
...
with
...
recent
...
DLC
...
belt-tightening.
...
DCAD
...
shows
...
sustained
...
gains
...
in
...
the
...
SLA
...
business,
...
while
...
new
...
projects
...
are
...
down
...
compared
...
to
...
a
...
year
...
ago
...
but
...
rising
...
steadily
...
in
...
the
...
last
...
three
...
cycles.
...
The
...
DS
...
PLUS
...
reporting
...
is
...
new
...
this
...
quarter
...
and
...
shows
...
a
...
42%
...
increase
...
over
...
last
...
year
...
in
...
activities
...
related
...
to
...
supporting
...
its
...
72
...
client
...
individuals.
...
Athena and Printing metrics are new this quarter. Athena Workstations by Type reveals that 76% of the 1472 known Athena installations are not in our public Student Computing Labs but are privately owned or in DLCs. Our 8 dialup servers account for 28% of total logins, likely from Windows and Macintosh machines running terminal software and an X client. The 27 public Athena printers seem heavily used at over 91000 pages per quarter altogether, but 55% of the pages printed were in paper-saving duplex mode.
Finally, DMCA notices were in a year-long decline until Q2, now up 100% over Q1 and 57% over Q2 of FY2009.
________________________________
...
_
...
Steve
...
Winig's
...
...
to
...
Chris
...
Lavallee,
...
Patricia
...
Sheppard
...
and
...
CSS
...
Managers
...
and
...
cc:
...
E.
...
Aufiero
...
and
...
robert
...
Smyser
...
RE:
...
CSS
...
Q2
...
Report
...
Draft
...
note
...
regarding
...
the
...
Metrics
...
contribution
...
that
...
was
...
submitted
...
by
...
Rob
...
Smyser.
...
Certainly
...
in
...
my
...
area,
...
both
...
comparisons
...
are
...
relevant
...
and
...
potentially
...
provide
...
different
...
information.
...
Out
...
of
...
curiosity,
...
what
...
happened
...
to
...
the
...
metrics
...
graphs
...
from
...
earlier
...
reports.
...
I
...
felt
...
that
...
the
...
graphs
...
conveyed
...
a
...
lot
...
of
...
information
...
in
...
a
...
relatively
...
small
...
amount
...
of
...
space.
...
In
...
fact,
...
AUX
...
has
...
been
...
talking
...
with
...
Rob
...
about
...
not
...
only
...
creating
...
some
...
graphs
...
for
...
our
...
operational
...
work
...
but
...
also
...
annotating
...
peaks
...
and
...
valleys
...
in
...
the
...
graph
...
to
...
provide
...
additional
...
information
...
without
...
using
...
any
...
more
...
real
...
estate.
...
Based
...
on
...
some
...
of
...
the
...
examples
...
in
...
the
...
report,
...
which
...
are
...
very
...
operationally
...
focused,
...
I'm
...
wondering
...
if
...
Accessibility
...
should
...
be
...
included
...
as
...
a
...
service.
...
Additionally,
...
does
...
it
...
make
...
sense
...
to
...
include
...
ATIC
...
accomplishments
...
under
...
Athena
...
(since
...
ATIC
...
is
...
the
...
Athena
...
lab
...
for
...
students
...
with
...
disabilities)?
...
-Steve
...
_______________________________________
...
_
...
From:
...
Chris
...
Lavallee
...
...
Sent:
...
Wednesday,
...
January
...
13,
...
2010
...
9:47
...
AM
...
To:
...
Patricia
...
Sheppard;
...
CSS
...
Managers
...
Cc:
...
Elaine
...
Elizabeth
...
Aufiero;
...
Robert
...
W
...
Smyser
...
Subject:
...
Re:
...
CSS
...
Q2
...
Report
...
Draft
...
Hi
...
all
...
-
...
I
...
had
...
a
...
discussion
...
yesterday
...
with
...
Rob
...
re:
...
the
...
metrics
...
tables
...
and
...
analysis
...
and
...
would
...
like
...
your
...
take
...
on
...
this
...
idea.
...
Marilyn
...
wants
...
a
...
comparison
...
of
...
this
...
Q
...
to
...
last
...
FY
...
same
...
quarter.
...
However,
...
there
...
are
...
also
...
interesting
...
and
...
important
...
trends
...
Q
...
to
...
Q
...
in
...
the
...
same
...
FY.
...
Some
...
of
...
these
...
are
...
already
...
being
...
pointed
...
out
...
in
...
the
...
analysis,
...
at
...
least
...
in
...
the
...
DS
...
one.
...
This
...
is
...
a
...
bit
...
confusing
...
since
...
the
...
%
...
change
...
column
...
relates
...
to
...
the
...
comparison
...
to
...
the
...
same
...
Q
...
last
...
FY
...
and
...
not
...
last
...
Q.
...
I
...
would
...
like
...
to
...
propose
...
adding
...
another
...
column
...
for
...
%
...
change
...
from
...
last
...
Q.
...
This
...
will
...
allow
...
us
...
to
...
talk
...
about
...
and
...
show
...
trends
...
compared
...
to
...
last
...
FY
...
and
...
from
...
Q
...
to
...
Q
...
over
...
the
...
same
...
FY
...
without
...
confusing
...
the
...
readers.
...
Thoughts?
...
– Chris
------------
...
-
Summary of Strategic Metrics (submitted by Robert Smyser):
Metrics in this report are shown in a more tabular form to show five quarters of readings (where available) plus % change over last year. CSS’s Metrics Refresh effort has led to some new metrics in this quarter with more to come in Q3. These metrics and more is are available in the Measures Roster section of this wiki page: https://wikis-mit-edu.ezproxyberklee.flo.org/confluence/display/CSS/Metrics+Clearinghouse
...
.
...
Looking
...
at
...
highlights
...
from
...
the
...
table,
...
the
...
Service
...
Desk
...
maintained
...
high
...
levels
...
of
...
call
...
center
...
performance
...
in
...
Q2,
...
with
...
Abandon
...
Rate
...
well
...
below
...
the
...
10%
...
goal
...
and
...
Wait
...
to
...
Answer
...
time
...
the
...
same
...
as
...
a
...
year
...
ago
...
and
...
better
...
than
...
Q1.
...
Agent
...
availability
...
had
...
its
...
usual
...
seasonal
...
decline
...
(as
...
student
...
staff
...
are
...
affected
...
by
...
the
...
academic
...
calendar)
...
but
...
it
...
fell
...
to
...
a
...
11%
...
lower
...
level
...
than
...
last
...
year.
...
Its
...
impact
...
on
...
client
...
satisfaction
...
seems
...
muted,
...
as
...
Q2
...
Overall
...
Satisfaction
...
of
...
4.43
...
came
...
in
...
just
...
under
...
the
...
goal
...
level
...
of
...
4.5
...
and
...
is
...
only
...
3%
...
lower
...
than
...
a
...
year
...
ago.
...
The
...
Overall
...
Satisfaction
...
score
...
is
...
loosely
...
coupled
...
to
...
the
...
timeliness
...
dimension,
...
which
...
sagged
...
in
...
October
...
when
...
the
...
Service
...
Desk
...
was
...
at
...
its
...
busiest.
...
Repair
...
Center
...
and
...
Telephone
...
Help
...
satisfaction
...
scores
...
show
...
steady
...
improvement
...
over
...
the
...
year
...
and
...
are
...
now
...
above
...
target
...
for
...
the
...
last
...
two
...
quarters.
...
The
...
increase
...
in
...
Telephone
...
Analog
...
and
...
ISDN
...
orders
...
is
...
in
...
requests
...
for
...
removal
...
of
...
those
...
phones.
...
Telephone
...
Help
...
kept
...
its
...
recent
...
gain
...
in
...
%
...
of
...
tickets
...
resolved
...
in
...
Tier
...
1,
...
up
...
15%
...
this
...
year.
...
As
...
a
...
consequence
...
of
...
adding
...
User
...
Accounts
...
to
...
the
...
Service
...
Desk,
...
ticket
...
volume
...
nearly
...
doubled
...
over
...
last
...
year.
...
Over
...
8300
...
total
...
tickets,
...
or
...
126
...
tickets
...
per
...
day,
...
were
...
created
...
by
...
more
...
than
...
4700
...
unique
...
IDs
...
in
...
a
...
roughly
...
3:2
...
ratio
...
of
...
employees
...
to
...
students.
...
Ticket
...
Topics
...
are
...
assigned
...
by
...
a
...
largely
...
automated
...
process
...
using
...
keyword
...
matching
...
and
...
hinting.
...
Adding
...
User
...
Accounts
...
to
...
the
...
pool
...
for
...
the
...
first
...
time
...
greatly
...
increased
...
volume
...
in
...
the
...
Accounts
...
topic
...
and
...
contributed
...
to
...
the
...
35%
...
increase
...
in
...
...
tickets,
...
otherwise
...
caused
...
by
...
Exchange-related
...
tickets
...
created
...
in
...
the
...
Call
...
Center.
...
The
...
Backup
...
topic
...
was
...
impacted
...
by
...
the
...
annual
...
cleanup
...
of
...
mostly
...
inactive
...
TSM
...
accounts.
...
Two
...
other
...
lower
...
volume
...
topics
...
– Security
...
and
...
Services
...
– showed
...
large
...
%
...
increases
...
related
...
to
...
phishing
...
and
...
malware,
...
and
...
increased
...
use
...
services
...
like
...
wikis,
...
respectively.
...
Business
...
tickets
...
are
...
down
...
by
...
nearly
...
half
...
compared
...
to
...
a
...
year
...
ago,
...
and
...
Hardware
...
tickets
...
down
...
by
...
22%.
...
In
...
those
...
areas,
...
newer
...
hardware
...
and
...
easier-to-use
...
software
...
have
...
a
...
positive
...
impact
...
on
...
our
...
clients’
...
computing
...
environment.
...
Training
...
offered
...
14%
...
more
...
classes
...
and
...
attracted
...
8%
...
more
...
attendees
...
than
...
a
...
year
...
ago.
...
Those
...
that
...
attend
...
training
...
are
...
pleased
...
with
...
it,
...
as
...
client
...
satisfaction
...
scores
...
remain
...
high
...
at
...
4.8
...
out
...
of
...
5.
...
A
...
third
...
of
...
the
...
training
...
taken
...
in
...
Q2
...
was
...
for
...
Exchange.
...
The
...
Accessibility
...
team
...
delivered
...
39%
...
more
...
Adaptive
...
Technology
...
consultations
...
to
...
the
...
community,
...
and
...
showed
...
the
...
same
...
increase
...
in
...
student
...
users
...
of
...
the
...
24x7
...
lab.
...
Software
...
Usability
...
consultations
...
nearly
...
doubled
...
over
...
last
...
year
...
as
...
well.
...
DDM’s
...
Preventative
...
Maintenance
...
visits
...
and
...
Desktop
...
Deployments
...
have
...
surged
...
over
...
last
...
quarter
...
even
...
as
...
DDM
...
looks
...
to
...
revamp
...
the
...
program
...
later
...
in
...
the
...
year.
...
Declines
...
in
...
MDS
...
metrics
...
across
...
the
...
board
...
are
...
consistent
...
with
...
recent
...
DLC
...
belt-tightening.
...
DCAD
...
shows
...
sustained
...
gains
...
in
...
the
...
SLA
...
business,
...
while
...
new
...
projects
...
are
...
down
...
compared
...
to
...
a
...
year
...
ago
...
but
...
rising
...
steadily
...
in
...
the
...
last
...
three
...
cycles.
...
The
...
DS
...
PLUS
...
reporting
...
is
...
new
...
this
...
quarter
...
and
...
shows
...
a
...
42%
...
increase
...
over
...
last
...
year
...
in
...
activities
...
related
...
to
...
supporting
...
its
...
72
...
client
...
individuals.
...
Athena
...
and
...
Printing
...
metrics
...
are
...
new
...
this
...
quarter.
...
Athena
...
Workstations
...
by
...
Type
...
reveals
...
that
...
85%
...
of
...
the
...
2434
...
known
...
Athena
...
installations
...
are
...
not
...
in
...
our
...
clusters
...
but
...
are
...
privately
...
owned
...
or
...
in
...
DLCs.
...
A
...
relatively
...
large
...
14%
...
of
...
total
...
Athena
...
logins
...
occur
...
on
...
the
...
43
...
high-turnover
...
Quickstations,
...
while
...
just
...
8
...
dialup
...
servers
...
account
...
for
...
28%
...
of
...
total
...
logins,
...
likely
...
from
...
Windows
...
and
...
Macintosh
...
machines
...
running
...
terminal
...
software
...
and
...
an
...
X
...
client.
...
The
...
27
...
public
...
Athena
...
printers
...
seem
...
heavily
...
used
...
at
...
over
...
91000
...
pages
...
per
...
quarter
...
altogether,
...
but
...
55%
...
of
...
the
...
pages
...
printed
...
were
...
in
...
paper-saving
...
duplex
...
mode.
...
Finally,
...
DMCA
...
notices
...
were
...
in
...
a
...
year-long
...
decline
...
until
...
Q2,
...
up
...
100%
...
over
...
Q1
...
and
...
57%
...
over
...
Q2
...
of
...
FY2009.
...
For
...
the
...
Metrics
...
Table,
...
please
...
see
...
pages
...
2
...
and
...
3
...
on
...
the
...
attached
...
document:
...
...
______________________________________________________________________________________________
...
_
...
Patricia
...
Sheppard’s
...
...
to
...
Robert
...
Smyser
...
and
...
Elaine
...
Aufiero
...
(dated
...
1/11/2010)
...
SUBJECT:
...
CSS
...
Q2
...
Draft
...
Report
...
Hi
...
Rob
...
and
...
Elaine,
...
Attached
...
is
...
the
...
latest
...
draft
...
of
...
the
...
CSS
...
Q2
...
report
...
for
...
review.
...
I
...
opted
...
to
...
keep
...
all
...
the
...
metrics
...
for
...
this
...
go
...
around
...
and
...
we
...
can
...
work
...
with
...
the
...
managers
...
to
...
pare
...
it
...
down
...
this
...
week.
...
Let
...
me
...
know
...
if
...
you
...
have
...
any
...
feedback
...
-
...
I
...
will
...
be
...
sending
...
to
...
the
...
managers
...
tomorrow
...
afternoon
...
but
...
feel
...
free
...
to
...
give
...
input
...
during
...
this
...
week.
...
Thanks
...
for
...
all
...
your
...
efforts
...
!
...
Pat
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179
...
http://ist.mit.edu.ezproxyberklee.flo.org
...
Document
...
attached
...
to
...
this
...
email:
...
IS&T
...
Quarterly
...
Senior
...
Staff
...
Report
...
– for
...
the
...
period
...
10/1/2009
...
through
...
12/31/2009
...
(Q2
...
‘10)
...
Operational
...
Area
...
Client
...
Support
...
Services
...
Accomplishments
...
MIT
...
Exchange
...
Migration
...
(collaboration
...
between
...
OIS
...
and
...
CSS)
...
•
...
Ongoing
...
outreach:
...
The
...
IS&T
...
Community
...
Forum
...
was
...
held
...
on
...
10/8/09,
...
and
...
meetings
...
were
...
held
...
with
...
the
...
Asst.
...
Deans
...
in
...
November
...
as
...
well
...
as
...
Administrative
...
Advisory
...
Council
...
II
...
and
...
Administrative
...
Officers
...
in
...
December.
...
•
...
Completed
...
migrations
...
included
...
the
...
VP
...
of
...
Finance,
...
Department
...
of
...
Urban
...
Studies,
...
MIT
...
News
...
Office,
...
Chemical
...
Engineering,
...
Housing,
...
Aerospace
...
Studies,
...
Navy/Army
...
ROTC,
...
Public
...
Service
...
Center
...
and
...
MIT
...
Campus
...
Police.
...
•
...
Successfully
...
implemented
...
the
...
@exchange
...
vs.
...
@mit.edu
...
transition
...
solution
...
•
...
Supported
...
the
...
Exchange
...
...
&
...
Calendaring
...
roll-out
...
through
...
the
...
delivery
...
of
...
25
...
training
...
events
...
and
...
the
...
publication
...
of
...
80
...
pages
...
of
...
on-line
...
policy,
...
educational,
...
and
...
procedural
...
documentation.
...
Automatic
...
Call
...
Distribution
...
•
...
Worked
...
with
...
OIS
...
to
...
configure
...
and
...
implement
...
eOn
...
acd
...
for
...
Telephone
...
Help
...
group
...
to
...
make
...
customer
...
experience
...
more
...
consistent
...
with
...
Computing
...
Help
...
and
...
to
...
streamline
...
help
...
process;
...
this
...
included
...
adding
...
software
...
to
...
Telephony
...
staff
...
machines,
...
testing
...
configuration,
...
training,
...
adding
...
a
...
report
...
view
...
of
...
telephone
...
help
...
calls
...
to
...
console
...
for
...
viewing
...
in
...
both
...
the
...
N42
...
Call
...
Center
...
and
...
E19.
...
Loaner
...
Laptop
...
Program
...
•
...
Successfully
...
coordinated
...
a
...
semester
...
of
...
student
...
loaner
...
laptops,
...
under
...
the
...
new
...
definition
...
of
...
the
...
program;
...
streamlined
...
both
...
the
...
setting
...
up
...
and
...
recovery/reissue
...
of
...
the
...
laptops,
...
allowing
...
successful
...
absorption
...
of
...
the
...
program
...
without
...
the
...
people
...
resources
...
previously
...
dedicated.
...
Responses
...
to
...
the
...
new
...
program
...
implementation
...
have
...
been
...
universally
...
positive,
...
from
...
both
...
faculty
...
and
...
students.
...
Athena
...
•
...
First
...
full
...
quarter
...
of
...
public
...
Debathena
...
(Athena
...
10)
...
deployments.
...
Debathena
...
represents
...
not
...
only
...
a
...
new
...
version
...
of
...
Athena,
...
but
...
also
...
a
...
fundamental
...
re-engineering
...
of
...
many
...
components
...
of
...
Athena.
...
This
...
re-engineering
...
would
...
not
...
have
...
been
...
possible
...
without
...
significant
...
student
...
effort
...
from
...
SIPB.
...
•
...
Refined
...
existing
...
data
...
collection
...
mechanisms
...
and
...
developed
...
new
...
ones
...
to
...
help
...
inform
...
recommendations
...
to
...
be
...
made
...
by
...
the
...
working
...
group
...
and
...
DUE
...
in
...
Q3
...
FY2010.
...
As
...
a
...
preview,
...
a
...
summary
...
set
...
of
...
Athena
...
utilization
...
metrics
...
is
...
included
...
in
...
the
...
metrics
...
section
...
of
...
this
...
report.
...
Printing
...
•
...
IS&T
...
is
...
partnering
...
with
...
Prof.
...
Graves
...
(Sloan
...
School),
...
the
...
Baker
...
House
...
executive
...
committee
...
(dormitory)
...
and
...
the
...
Undergraduate
...
Association,
...
and
...
CopyTech
...
on
...
several
...
student
...
printing
...
experiments
...
ranging
...
from
...
an
...
analytics
...
freshman
...
seminar
...
project
...
(Graves)
...
to
...
planned
...
deployments
...
of
...
Pharos
...
printing
...
kiosks
...
in
...
Baker
...
and
...
W20
...
for
...
the
...
spring
...
semester,
...
to
...
gauge
...
usability
...
and
...
student
...
acceptance
...
of
...
kiosk-based
...
hold-and-release
...
printing.
...
•
...
IS&T
...
is
...
partnering
...
with
...
the
...
Office
...
of
...
the
...
Vice
...
President
...
for
...
Finance
...
on
...
a
...
pilot
...
project
...
to
...
assess
...
the
...
value
...
and
...
feasibility
...
of
...
a
...
fully
...
managed
...
business
...
printing
...
environment
...
with
...
a
...
per-page
...
rate
...
structure.
...
IS&T
...
provides
...
project
...
guidance,
...
vendor
...
wrangling,
...
sustainability
...
expertise,
...
and
...
technical
...
leadership
...
to
...
the
...
project.
...
Software
...
•
...
KeyServer
...
project
...
moved
...
from
...
design
...
and
...
implementation
...
to
...
stable
...
server
...
deployment,
...
ready
...
to
...
support
...
pilot
...
applications
...
during
...
IAP.
...
•
...
A
...
new
...
approach
...
to
...
student
...
MATLAB
...
delivery
...
wass
...
documented,
...
tested,
...
and
...
readied
...
for
...
“deployment”
...
for
...
spring
...
2010,
...
which
...
will
...
allow
...
and
...
encourage
...
students
...
to
...
directly
...
leverage
...
the
...
MathWorks
...
download
...
system,
...
eliminating
...
the
...
need
...
for
...
customized
...
MIT
...
installers
...
and
...
local
...
re-delivery
...
of
...
student
...
MATLAB
...
via
...
an
...
MIT
...
download
...
site,
...
as
...
well
...
as
...
providing
...
improved
...
flexibility,
...
support
...
options,
...
and
...
64-bit
...
support
...
to
...
MIT
...
students.
...
•
...
CSS
...
worked
...
with
...
OIS,
...
GovConnection
...
and
...
Procurement
...
to
...
institute
...
changes
...
reflected
...
in
...
the
...
Microsoft
...
Campus
...
Agreement.
...
All
...
Microsoft
...
Office
...
Professional
...
products
...
under
...
the
...
MSCA
...
are
...
now
...
available
...
through
...
IS&T
...
at
...
no
...
cost
...
to
...
faculty
...
and
...
staff,
...
and
...
may
...
be
...
installed
...
on
...
all
...
MIT-owned
...
machines.
...
•
...
Delivered
...
rich
...
training
...
and
...
documentation
...
in
...
support
...
of
...
new
...
Windows
...
7
...
and
...
Microsoft
...
Office
...
releases,
...
in
...
addition
...
to
...
updating
...
documentation
...
related
...
to
...
the
...
Microsoft
...
Campus
...
Agreement.
...
Departmental
...
Services
...
•
...
The
...
development
...
and
...
implementation
...
of
...
the
...
new
...
tracking
...
database
...
has
...
improved
...
the
...
tracking
...
and
...
reporting
...
for
...
the
...
computer
...
deployments
...
through
...
the
...
Desktop
...
Deployment
...
and
...
Maintenance
...
Group.
...
•
...
Successfully
...
created
...
and
...
maintained
...
standard
...
MIT
...
Mac,
...
Dell,
...
and
...
VMWare
...
images
...
for
...
use
...
in
...
desktop
...
deployments
...
and
...
support.
...
Integrated
...
the
...
MIT
...
Dell
...
standard
...
image
...
into
...
the
...
Dell
...
ordering
...
process
...
to
...
allow
...
for
...
an
...
MIT
...
imaged
...
machine
...
to
...
be
...
shipped
...
from
...
Dell
...
that
...
is
...
ready
...
for
...
deployment.
...
•
...
Deployed
...
a
...
FileMaker
...
Customer
...
Relationship
...
Management
...
(CRM)
...
system
...
for
...
the
...
Deshpande
...
Center.
...
This
...
system
...
will
...
be
...
used
...
as
...
a
...
model
...
for
...
other
...
CRMs
...
in
...
development.
...
•
...
DS
...
successfully
...
supported
...
MIT’s
...
Accreditation
...
Evaluation
...
Committee
...
in
...
partnership
...
with
...
the
...
President’s
...
Office.
...
Issues
...
and
...
Trends
...
•
...
Web
...
projects
...
are
...
becoming
...
more
...
complex
...
with
...
new
...
user
...
requirements.
...
Many
...
require
...
functionality
...
beyond
...
what
...
the
...
Athena’s
...
free
...
web
...
hosting
...
environment
...
can
...
provide.
...
•
...
With
...
move
...
from
...
IMAP
...
to
...
Exchange
...
saw
...
21%
...
year
...
to
...
year
...
increase
...
in
...
...
related
...
tickets
...
(Oct-Nov.
...
2008
...
compared
...
to
...
Oct-Nov.
...
2009).
...
Also
...
moved
...
from
...
supporting
...
3
...
...
clients
...
and
...
1
...
calendar
...
client
...
to
...
supporting
...
8
...
...
clients
...
and
...
7
...
calendar
...
clients.
...
Goals
...
for
...
Next
...
Quarter
...
•
...
Implement
...
process
...
for
...
Asset
...
Recovery
...
for
...
IS&T
...
and
...
community.
...
•
...
Respond
...
to
...
the
...
IT@
...
MIT
...
recommendations:
...
centralized
...
and
...
standardized
...
purchasing
...
of
...
computer
...
hardware.
...
•
...
Complete
...
VIP
...
Exchange
...
migrations.
...
•
...
Partner
...
with
...
the
...
Office
...
of
...
the
...
President
...
to
...
develop
...
and
...
implement
...
a
...
process
...
to
...
ensure
...
future
...
Institute
...
wide
...
publications
...
(e.g.,
...
Task
...
Force
...
Report)
...
are
...
accessible
...
to
...
the
...
entire
...
MIT
...
population
...
•
...
Co-lead
...
an
...
initiative
...
to
...
define
...
a
...
framework
...
(aka
...
menu
...
of
...
options)
...
for
...
Institute
...
certifications.
...
Partnering
...
with
...
RACC
...
to
...
leverage
...
our
...
framework
...
to
...
develop
...
and
...
implement
...
a
...
certification
...
program
...
around
...
Sponsored
...
Research
...
Administration.
...
•
...
Deliver
...
the
...
next
...
release
...
of
...
Debathena,
...
tracking
...
the
...
public
...
release
...
of
...
Ubuntu
...
“Karmic”.
...
•
...
Deliver
...
W20
...
and
...
Baker
...
House
...
kiosk-based
...
printing
...
pilots
...
with
...
CopyTech
...
and
...
student
...
organizations,
...
and
...
assess
...
their
...
effectiveness
...
and
...
potential
...
for
...
larger
...
deployments.
...
•
...
Pilot
...
and
...
assess
...
application
...
delivery
...
through
...
the
...
new
...
KeyServer
...
infrastructure.
...
•
...
Work
...
with
...
OIS
...
to
...
distribute
...
updated
...
Citrix
...
ICA
...
clients
...
for
...
Mac
...
and
...
Windows
...
from
...
IS&T
...
software
...
download
...
site.
...
•
...
Pilot
...
distribution
...
of
...
a
...
VMware
...
image
...
for
...
business
...
help
...
applications.
...
•
...
Complete
...
PCI
...
compliance
...
incident
...
response
...
Summary
...
of
...
Strategic
...
Metrics
...
CSS
...
maintained
...
high
...
levels
...
of
...
call
...
center
...
performance
...
in
...
Q2,
...
with
...
Abandon
...
Rate
...
well
...
below
...
the
...
10%
...
goal
...
and
...
Wait
...
to
...
Answer
...
time
...
the
...
same
...
as
...
a
...
year
...
ago
...
and
...
better
...
than
...
Q1.
...
Agent
...
availability
...
had
...
its
...
usual
...
seasonal
...
decline
...
(as
...
student
...
staffing
...
follows
...
the
...
academic
...
calendar)
...
but
...
it
...
fell
...
11%
...
more
...
than
...
last
...
year.
...
Overall
...
Client
...
Satisfaction
...
of
...
4.43
...
came
...
in
...
just
...
under
...
the
...
goal
...
of
...
4.5
...
and
...
is
...
only
...
3%
...
lower
...
than
...
a
...
year
...
ago.
...
Repair
...
Center
...
and
...
Telephone
...
Help
...
satisfaction
...
scores
...
show
...
steady
...
improvement
...
over
...
the
...
year
...
and
...
are
...
now
...
above
...
target
...
for
...
the
...
last
...
two
...
quarters.
...
Telephone
...
Analog
...
and
...
ISDN
...
orders
...
are
...
high
...
from
...
requests
...
to
...
remove
...
such
...
phones.
...
Telephone
...
Help
...
kept
...
its
...
recent
...
gain
...
in
...
%
...
of
...
tickets
...
resolved
...
in
...
Tier
...
1,
...
up
...
15%
...
this
...
year.
...
Ticket
...
Topics
...
are
...
assigned
...
by
...
a
...
largely
...
automated
...
process
...
using
...
keyword
...
matching
...
and
...
hinting.
...
Adding
...
User
...
Accounts
...
to
...
the
...
pool
...
for
...
the
...
first
...
time
...
greatly
...
increased
...
volume
...
in
...
the
...
Accounts
...
topic
...
and
...
contributed
...
to
...
the
...
35%
...
increase
...
in
...
...
tickets,
...
otherwise
...
caused
...
by
...
Exchange-related
...
tickets
...
created
...
in
...
the
...
Call
...
Center.
...
The
...
Backup
...
topic
...
was
...
impacted
...
by
...
the
...
annual
...
cleanup
...
of
...
mostly
...
inactive
...
TSM
...
accounts.
...
Two
...
other
...
lower
...
volume
...
topics
...
– Security
...
and
...
Services
...
– showed
...
large
...
%
...
increases
...
related
...
to
...
phishing
...
and
...
malware,
...
and
...
increased
...
use
...
services
...
like
...
wikis,
...
respectively.
...
Business
...
tickets
...
are
...
down
...
by
...
nearly
...
half
...
compared
...
to
...
a
...
year
...
ago,
...
and
...
Hardware
...
tickets
...
down
...
by
...
22%.
...
In
...
those
...
areas,
...
newer
...
hardware
...
and
...
easier-to-use
...
software
...
have
...
a
...
positive
...
impact
...
on
...
our
...
clients’
...
computing
...
environment.
...
As
...
a
...
consequence
...
of
...
adding
...
User
...
Accounts,
...
Service
...
Desk
...
ticket
...
volume
...
nearly
...
doubled
...
over
...
last
...
year.
...
Over
...
8300
...
total
...
tickets,
...
or
...
126
...
tickets
...
per
...
day,
...
were
...
created
...
by
...
more
...
than
...
4700
...
unique
...
IDs
...
in
...
a
...
roughly
...
3:2
...
ratio
...
of
...
employees
...
to
...
students.
...
Training
...
offered
...
14%
...
more
...
classes
...
and
...
attracted
...
8%
...
more
...
attendees
...
than
...
a
...
year
...
ago.
...
A
...
third
...
of
...
the
...
training
...
taken
...
in
...
Q2
...
was
...
about
...
Exchange.
...
Attendees
...
are
...
pleased
...
with
...
their
...
training,
...
as
...
client
...
satisfaction
...
scores
...
remain
...
high.
...
Accessibility
...
delivered
...
39%
...
more
...
Adaptive
...
Technology
...
consultations
...
to
...
the
...
community,
...
and
...
showed
...
the
...
same
...
increase
...
in
...
student
...
users
...
of
...
the
...
24x7
...
lab.
...
Software
...
Usability
...
consultations
...
nearly
...
doubled
...
over
...
last
...
year
...
as
...
well.
...
DDM’s
...
Preventative
...
Maintenance
...
visits
...
and
...
Desktop
...
Deployments
...
have
...
surged
...
over
...
last
...
quarter
...
even
...
as
...
DDM
...
looks
...
to
...
revamp
...
the
...
program
...
later
...
in
...
the
...
year.
...
Declines
...
in
...
MDS
...
metrics
...
across
...
the
...
board
...
are
...
consistent
...
with
...
recent
...
DLC
...
belt-tightening.
...
DCAD
...
shows
...
sustained
...
gains
...
in
...
the
...
SLA
...
business,
...
while
...
new
...
projects
...
are
...
down
...
compared
...
to
...
a
...
year
...
ago
...
but
...
rising
...
steadily
...
in
...
the
...
last
...
three
...
cycles.
...
The
...
DS
...
PLUS
...
reporting
...
is
...
new
...
this
...
quarter
...
and
...
shows
...
a
...
42%
...
increase
...
over
...
last
...
year
...
in
...
activities
...
related
...
to
...
supporting
...
its
...
72
...
client
...
individuals.
...
Athena
...
and
...
Printing
...
metrics
...
are
...
new
...
this
...
quarter.
...
Athena
...
Workstations
...
by
...
Type
...
reveals
...
that
...
85%
...
of
...
the
...
2434
...
known
...
Athena
...
installations
...
are
...
not
...
in
...
our
...
clusters
...
but
...
are
...
privately
...
owned
...
or
...
in
...
DLCs.
...
A
...
relatively
...
large
...
14%
...
of
...
total
...
Athena
...
logins
...
occur
...
on
...
the
...
43
...
high-turnover
...
Quickstations,
...
while
...
just
...
8
...
dialup
...
servers
...
account
...
for
...
28%
...
of
...
total
...
logins,
...
likely
...
from
...
Windows
...
and
...
Macintosh
...
machines
...
running
...
terminal
...
software
...
and
...
an
...
X
...
client.
...
The
...
27
...
public
...
Athena
...
printers
...
seem
...
heavily
...
used
...
at
...
over
...
91000
...
pages
...
per
...
quarter
...
altogether,
...
but
...
55%
...
of
...
the
...
pages
...
printed
...
were
...
in
...
paper-saving
...
duplex
...
mode.
...
Finally,
...
DMCA
...
notices
...
were
...
in
...
a
...
year-long
...
decline
...
until
...
Q2,
...
up
...
100%
...
over
...
Q1
...
and
...
57%
...
over
...
Q2
...
of
...
FY2009.
...
To
...
view
...
the
...
metrics
...
tables
...
attached
...
to
...
this
...
document,
...
please
...
view
...
the
...
attached
...
document:
...
...
______________________________________________________________________________________________
...
_
...
Robert
...
Smyser’s
...
...
to
...
Patricia
...
Sheppard
...
and
...
Elaine
...
Aufieron
...
(dated
...
1/7/2010)
...
SUBJECT:
...
draft
...
version
...
of
...
CSS
...
FY2010
...
Q2
...
Report
...
draft
...
measures
...
portion.doc
...
Pat
...
and
...
Elaine,
...
Attached
...
you
...
should
...
find
...
my
...
pass
...
at
...
the
...
metrics
...
section
...
of
...
the
...
report.
...
It
...
doesn’t
...
quite
...
fit
...
into
...
two
...
pages,
...
but
...
I
...
want
...
to
...
collaborate
...
on
...
how
...
to
...
change
...
it
...
or
...
what
...
to
...
leave
...
out
...
in
...
order
...
to
...
make
...
it
...
fit.
...
I’ll
...
be
...
seeing
...
you
...
tomorrow
...
at
...
noon
...
if
...
not
...
before.
...
I
...
do
...
have
...
a
...
physical
...
at
...
9:30
...
tomorrow,
...
so
...
I
...
can’t
...
be
...
in
...
until
...
late
...
morning.
...
Rob
...
Summary
...
of
...
Strategic
...
Metrics
...
Metrics
...
in
...
this
...
report
...
are
...
shown
...
in
...
a
...
more
...
tabular
...
form
...
to
...
show
...
five
...
quarters
...
of
...
readings
...
(where
...
available)
...
plus
...
%
...
change
...
over
...
last
...
year.
...
CSS’s
...
Metrics
...
Refresh
...
effort
...
has
...
led
...
to
...
some
...
new
...
metrics
...
in
...
this
...
quarter
...
with
...
more
...
to
...
come
...
in
...
Q3.
...
These
...
metrics
...
and
...
more
...
is
...
are
...
available
...
in
...
the
...
Measures
...
Roster
...
section
...
of
...
this
...
wiki
...
page:
...
https://wikis-mit-edu.ezproxyberklee.flo.org/confluence/display/CSS/Metrics+Clearinghouse
...
.
...
Looking
...
at
...
highlights
...
from
...
the
...
table,
...
the
...
Service
...
Desk
...
maintained
...
high
...
levels
...
of
...
call
...
center
...
performance
...
in
...
Q2,
...
with
...
Abandon
...
Rate
...
well
...
below
...
the
...
10%
...
goal
...
and
...
Wait
...
to
...
Answer
...
time
...
the
...
same
...
as
...
a
...
year
...
ago
...
and
...
better
...
than
...
Q1.
...
Agent
...
availability
...
had
...
its
...
usual
...
seasonal
...
decline
...
(as
...
student
...
staff
...
are
...
affected
...
by
...
the
...
academic
...
calendar)
...
but
...
it
...
fell
...
to
...
a
...
11%
...
lower
...
level
...
than
...
last
...
year.
...
Its
...
impact
...
on
...
client
...
satisfaction
...
seems
...
muted,
...
as
...
Q2
...
Overall
...
Satisfaction
...
of
...
4.43
...
came
...
in
...
just
...
under
...
the
...
goal
...
level
...
of
...
4.5
...
and
...
is
...
only
...
3%
...
lower
...
than
...
a
...
year
...
ago.
...
The
...
Overall
...
Satisfaction
...
score
...
is
...
loosely
...
coupled
...
to
...
the
...
timeliness
...
dimension,
...
which
...
sagged
...
in
...
October
...
when
...
the
...
Service
...
Desk
...
was
...
at
...
its
...
busiest.
...
Repair
...
Center
...
and
...
Telephone
...
Help
...
satisfaction
...
scores
...
show
...
steady
...
improvement
...
over
...
the
...
year
...
and
...
are
...
now
...
above
...
target
...
for
...
the
...
last
...
two
...
quarters.
...
The
...
increase
...
in
...
Telephone
...
Analog
...
and
...
ISDN
...
orders
...
is
...
in
...
requests
...
for
...
removal
...
of
...
those
...
phones.
...
Telephone
...
Help
...
kept
...
its
...
recent
...
gain
...
in
...
%
...
of
...
tickets
...
resolved
...
in
...
Tier
...
1,
...
up
...
15%
...
this
...
year.
...
As
...
a
...
consequence
...
of
...
adding
...
User
...
Accounts
...
to
...
the
...
Service
...
Desk,
...
ticket
...
volume
...
nearly
...
doubled
...
over
...
last
...
year.
...
Over
...
8300
...
total
...
tickets,
...
or
...
126
...
tickets
...
per
...
day,
...
were
...
created
...
by
...
more
...
than
...
4700
...
unique
...
IDs
...
in
...
a
...
roughly
...
3:2
...
ratio
...
of
...
employees
...
to
...
students.
...
Ticket
...
Topics
...
are
...
assigned
...
by
...
a
...
largely
...
automated
...
process
...
using
...
keyword
...
matching
...
and
...
hinting.
...
Adding
...
User
...
Accounts
...
to
...
the
...
pool
...
for
...
the
...
first
...
time
...
greatly
...
increased
...
volume
...
in
...
the
...
Accounts
...
topic
...
and
...
contributed
...
to
...
the
...
35%
...
increase
...
in
...
...
tickets,
...
otherwise
...
caused
...
by
...
Exchange-related
...
tickets
...
created
...
in
...
the
...
Call
...
Center.
...
The
...
Backup
...
topic
...
was
...
impacted
...
by
...
the
...
annual
...
cleanup
...
of
...
mostly
...
inactive
...
TSM
...
accounts.
...
Two
...
other
...
lower
...
volume
...
topics
...
– Security
...
and
...
Services
...
– showed
...
large
...
%
...
increases
...
related
...
to
...
phishing
...
and
...
malware,
...
and
...
increased
...
use
...
services
...
like
...
wikis,
...
respectively.
...
Business
...
tickets
...
are
...
down
...
by
...
nearly
...
half
...
compared
...
to
...
a
...
year
...
ago,
...
and
...
Hardware
...
tickets
...
down
...
by
...
22%.
...
In
...
those
...
areas,
...
newer
...
hardware
...
and
...
easier-to-use
...
software
...
have
...
a
...
positive
...
impact
...
on
...
our
...
clients’
...
computing
...
environment.
...
Training
...
offered
...
14%
...
more
...
classes
...
and
...
attracted
...
8%
...
more
...
attendees
...
than
...
a
...
year
...
ago.
...
Those
...
that
...
attend
...
training
...
are
...
pleased
...
with
...
it,
...
as
...
client
...
satisfaction
...
scores
...
remain
...
high
...
at
...
4.8
...
out
...
of
...
5.
...
A
...
third
...
of
...
the
...
training
...
taken
...
in
...
Q2
...
was
...
for
...
Exchange.
...
The
...
Accessibility
...
team
...
delivered
...
39%
...
more
...
Adaptive
...
Technology
...
consultations
...
to
...
the
...
community,
...
and
...
showed
...
the
...
same
...
increase
...
in
...
student
...
users
...
of
...
the
...
24x7
...
lab.
...
Software
...
Usability
...
consultations
...
nearly
...
doubled
...
over
...
last
...
year
...
as
...
well.
...
DDM’s
...
Preventative
...
Maintenance
...
visits
...
and
...
Desktop
...
Deployments
...
have
...
surged
...
over
...
last
...
quarter
...
even
...
as
...
DDM
...
looks
...
to
...
revamp
...
the
...
program
...
later
...
in
...
the
...
year.
...
Declines
...
in
...
MDS
...
metrics
...
across
...
the
...
board
...
are
...
consistent
...
with
...
recent
...
DLC
...
belt-tightening.
...
DCAD
...
shows
...
sustained
...
gains
...
in
...
the
...
SLA
...
business,
...
while
...
new
...
projects
...
are
...
down
...
compared
...
to
...
a
...
year
...
ago
...
but
...
rising
...
steadily
...
in
...
the
...
last
...
three
...
cycles.
...
The
...
DS
...
PLUS
...
reporting
...
is
...
new
...
this
...
quarter
...
and
...
shows
...
a
...
42%
...
increase
...
over
...
last
...
year
...
in
...
activities
...
related
...
to
...
supporting
...
its
...
72
...
client
...
individuals.
...
Athena
...
and
...
Printing
...
metrics
...
are
...
new
...
this
...
quarter.
...
Athena
...
Workstations
...
by
...
Type
...
reveals
...
that
...
85%
...
of
...
the
...
2434
...
known
...
Athena
...
installations
...
are
...
not
...
in
...
our
...
clusters
...
but
...
are
...
privately
...
owned
...
or
...
in
...
DLCs.
...
A
...
relatively
...
large
...
14%
...
of
...
total
...
Athena
...
logins
...
occur
...
on
...
the
...
43
...
high-turnover
...
Quickstations,
...
while
...
just
...
8
...
dialup
...
servers
...
account
...
for
...
28%
...
of
...
total
...
logins,
...
likely
...
from
...
Windows
...
and
...
Macintosh
...
machines
...
running
...
terminal
...
software
...
and
...
an
...
X
...
client.
...
The
...
27
...
public
...
Athena
...
printers
...
seem
...
heavily
...
used
...
at
...
over
...
91000
...
pages
...
per
...
quarter
...
altogether,
...
but
...
55%
...
of
...
the
...
pages
...
printed
...
were
...
in
...
paper-saving
...
duplex
...
mode.
...
Finally,
...
DMCA
...
notices
...
were
...
in
...
a
...
year-long
...
decline
...
until
...
Q2,
...
up
...
100%
...
over
...
Q1
...
and
...
57%
...
over
...
Q2
...
of
...
FY2009.
...
To
...
see
...
the
...
metrics
...
tables
...
-
...
see
...
attached
...
document:
...
CSS FY2010 Q2 Report draft measures portion010710.doc
________________________________________________________________________________________________
...
_
FY10 Q1
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