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13 <br /> Support Requests <br /> Providing technology support to County staff remains one of Information Technologies' most critical <br /> and relied upon services. The tables below illustrated the volume of service request the department <br /> handles, as well our measured performance in satisfactorily resolving those requests. Note the nearly <br /> 300% increase in incoming trouble tickets over the time period, while the resolution rates have <br /> remained relatively steady. <br /> This trend of responsiveness is particularly notable, given the increased demands for IT services with <br /> no increase in IT staffing levels. Furthermore, during interviews with department heads and County <br /> staff, all interviewees noted an increase in customer service and responsiveness over the past five <br /> years. <br /> =Md a2006 Significance -1k <br /> Numbers Numbers <br /> • Measures percentage of time in which 99.92% 99.62% <br /> Server Uptime network connectivity and servers are <br /> available. This includes planned off-hours <br /> downtime for maintenance <br /> Incoming This is the total number of service requests 2447 7,232 <br /> • - called into IT from County staff <br /> P1 tickets This is the percentage of Priority One help 87.50% 72.57% <br /> tickets resolved within 4 hour target <br /> P2 tickets This is the percentage of Priority Two help 69.81% 76.89% <br /> tickets resolved within 9 hour target <br /> P3 tickets This is the percentage of Priority Three help 74.94% 82.48% <br /> tickets resolved within 40 business hour target <br /> Backup Success This is the success rate for data backups. 94% 98.42% <br /> Incoming Rate % <br /> Numbers of emails received from outside 8,110,193 41,482,502 <br /> County network <br /> Incoming Number of emails received from outside 8,004,328 39,200,807 <br /> blocked • . County network blocked as spam <br /> 11 <br />