These monthly statistics are designed to show the volume of contacts being received by the ITR Service Desk and the Service Desk's ability to resolve those issues.
N.B. Service Desk will sometimes be shortened to SD.
Total number of tickets created by the Service Desk in 2012 : 8,259 tickets (to 17-April-2012)
Total number of tickets created by ITR in 2011 : 11,330 tickets (to 17-April-2012)
Total number of tickets created by the Service Desk in 2011 : 25,262 tickets
Total number of tickets created by ITR in 2011 : 35,652 tickets
Total number of tickets created by the Service Desk in 2010: 24,504 tickets
Total number of tickets created by ITR in 2010 : 33,409 tickets
Total number of tickets created by the Service Desk in 2009: 21,903 tickets
Total number of tickets created by ITR in 2009 : 28,559 tickets
Note that there is a large monthly increase in both email and phone volume over and above that of the increases in both ticket creations and resolutions. eg "non-ticketed" phone calls and email, for example a client rings to follow up on an already logged job, these emails and calls are actioned but do not result in a new ticket.
Graphs:
Figure 1: Breakdown of ticket creations and resolutions 2009 - 2011
Figure 2: Breakdown of all ticket creations by year 2009 - 2011
Figure 3: Breakdown of ticket creations and resolutions SD 2009 - 2011
Figure 4: Breakdown of all ticket creations for SD by year 2009 - 2011
Figure 5: Breakdown of email volumes for SD 2007 - 2011
Figure 6: Breakdown of all email volumes by year 2007 - 2011
Figure 7: Breakdown of phone volumes for SD 2009 - 2011
Figure 8: Breakdown of phone volumes by year 2007 - 2011
Figure 9 Tickets created by the Service Desk versus resolved by the Service Desk same day.
