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Line of | Process | Client Satisfaction | Other | Archives | Comments | ||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
Accounts |
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| User Accounts | |||||||
Admin IT |
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| DITR's Admin IT Preventative Maintenance Program | |||||||
Athena Help |
| Athena OLC data collection began in pilot-mode in July 2007. | |||||||||
Business Help |
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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 |
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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 |
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| 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 |
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Telephony |
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TNIS |
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VoIP Help |
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| A VoIP-oriented view of telephone help requests in a mixture of RT queues. | Other IS&T queues |
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| several TNIS queues, Network::Requests, Software::MobileDevices, Telephone::Help, and SAIS::SS Support |
Other measures compilations are being created in a pattern of continuous improvement. This table makes them available as they ripen.