...
Line of | Process | Client Satisfaction | Other | Archives | Comments | |||||
|---|---|---|---|---|---|---|---|---|---|---|
Accounts |
|
|
| User Accounts | ||||||
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 | n/ahttp://web.mit.edu.ezproxyberklee.flo.org/measures/css/dashboards/latest-vsls-surveys.pdf |
| 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. | |||||||
Stellar |
| Help cases about the stellar.mit.edu courseware system. | ||||||||
StopIT | n/a |
|
| |||||||
Telephony |
|
|
|
| ||||||
TNIS |
|
|
| |||||||
VoIP Help |
|
|
| A VoIP-oriented view of telephone help requests in a mixture of RT queues. Web Self Help | n/a |
|
|
|
Other measures compilations are being created in a pattern o f ntinuous improvement. This table makes them available as they ripen.