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Information Resources
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Measures of Effectiveness
Key MOEs
Voice Moves - Changes
Urgent Requests
All MOEs
Telecommunications
Customer Support
Customer Feedback
PC Installs Upgrades
Remote Support
Desktop Response
Total Tickets
Total Calls
On-Line Support Tickets
Administrative Systems
Library
Information Security
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All MOEs
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Customer Support
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Desktop Response
Measures of Effectiveness
Customer Support: Desktop Problem Response
Standard:
95% of all desktop computer problems are resolved within 8 hours for serverity 2 problems or within 3 days for normal severity 3 problems.
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