Customer requests resolved
Rough meaning: How many requests from customers and users did we resolve this year?
More precise meaning: count of JSM Incidents and Service Requests assigned to OIT Support Teams in centrally-managed campus-facing support desks (not OITSD or TSD) resolved between October 1 - September 30
Exact JQL: project in ("IT Service Desk","PSU Support Desk","TC Service Desk","Agent Support Desk","Faculty Support Desk") AND "Support Team[Select List (cascading)]" in ("OIT") AND issuetype in("Incident","Service Request","Service Request with Approvals","Service Request with Approvals - All Required") AND resolved >= 2022-10-01 AND resolved < 2023-10-01
Execute the JQL search above, then click on “1000+” at the bottom of the screen to “See the total number of issues.”
Average customer satisfaction score
Rough meaning: How satisfied were our customers and users with how we handled their requests this year?
More precise meaning: average of all Satisfaction scores for JSM Incidents and Service Requests assigned to OIT Support Teams in centrally-managed campus-facing support desks (not OITSD or TSD) resolved between October 1 - September 30
Exact JQL: project in ("IT Service Desk","PSU Support Desk","TC Service Desk","Agent Support Desk","Faculty Support Desk") AND "Support Team[Select List (cascading)]" in ("OIT") AND issuetype in("Incident","Service Request","Service Request with Approvals","Service Request with Approvals - All Required") AND resolved >= 2022-10-01 AND resolved < 2023-10-01 AND Satisfaction IS NOT EMPTY (same as above, with the added final clause)
Execute the JQL search above, making sure that Satisfaction is one of your visible columns. Select Apps > Open in Microsoft Excel to download all search results (not just the single screen of results you get using Export issues). Open the exported file in Excel. Highlight all Satisfaction values and correct error with “Convert to Number”. Format the Satisfaction values as Number with 2 decimal places. Highlight entire Satisfaction column to see Average in lower right corner of application window.
Projects completed
Rough meaning: How many projects (larger chunks of planned work; sequences of unique, complex, and connected activities that have one goal or purpose) did we complete this year?
More precise meaning: count of OIT Portfolio issues with Status Done, with Due Date between October 1 - September 30
Operational changes completed
Rough meaning: How many changes (smaller chunks of formally documented work; additions, modifications, or removals of anything that could impact IT services) did we complete this year?
More precise meaning: count of JSM Change issues with Status Done, with Change Start Date between October 1 - September 30