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Support Requests <br />Providing technology support to County staff rema <br />and relied upon services. The tables below illustrated the volu <br />handles, as well our measured performance in satisfactorily reso <br />300% increase in incoming trouble tickets over the time period, wh <br />remained relatively steady. <br />This trend of responsiveness is particularly notable, given the <br />no increase in IT staffing levels. Furthermore, during interviews with department heads and <br />staff, all interviewees noted an increase in customer service an <br />years. <br />Measure Significance 2006 2010 <br />Numbers Numbers <br />Network and 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 />Trouble Tickets 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 />Rate % <br />Incoming emails Numbers of emails received from outside 8,110,193 41,482,502 <br />County network <br />Incoming emails Number of emails received from outside 8,004,328 39,200,807 <br />blocked as spam County network blocked as spam <br /> <br /> <br />11 <br /> <br /> <br />