These monthly statistics are designed to show the volume of contacts being received by the IT Servce 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 : 18,463 tickets (to 01-Sep-2012)
Total number of tickets created by ITS in 2012 : 26,142 tickets (to 01-Sep-2012)
Total number of tickets created by the Service Desk in 2011 : 25,262 tickets
Total number of tickets created by ITS 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 ITS 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 ITS in 2009 : 28,559 tickets
Graphs:
Figure 1: Breakdown of Service Desk FCR 2009 - 2012
Figure 4: Breakdown of SD creations year on year
Figure 5: Breakdown of email volumes for SD 2007 - 2012
Figure 6: Breakdown of all email volumes by year 2007 - 2012
Figure 7: Breakdown of phone volumes for SD 2009 - 2012
Figure 8: Breakdown of phone volumes by year 2007 - 2012
Figure 9 Tickets created by the Service Desk versus resolved by the Service Desk same day.
