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Snap Shot: Footprints to measure IT support

June 27, 2013

Want to learn more about this and other useful OIT services? Attend our free OIT Snap Shot on July 10, 2013 in Baker 503.

As we move toward implementing RCM on Ohio University’s campuses, the need for accurate and dependable IT support reporting becomes very clear. We must be able to provide a concise, transparent, and customer-friendly scorecard for measuring successes, challenges, and areas for improvement.  

Footprints, the work management software used by OIT and several other university departments, can provide exactly this kind of reporting.  

Did you know if you are an agent in Footprints you already have access to many shared, public reports? These include:

  • Total Tickets Last Month (cross-workspace)
  • All Closed Issues by Request Type
  • OIT Tickets (not closed)

Likewise, Footprints offers many customizable, shared reports that you can use as a jumping-off point for creating your own reports, like:

  • [Department] - [Agent] Issues Not Closed
  • CSS - Service Desk Students Issues Not Closed
  • [Agent] - Open Over 30 Days

We can create other reports to track key performance metrics, like:

  • Total problems resolved, closed, or canceled in a period
  • Percent of problems resolved within SLA target times
  • First-call-resolution: percent of requests that are resolved during first contact and do not need follow up

If your department uses Footprints, the OIT Service Desk can help you create sets of standard and ad hoc reports that will help with management planning and performance improvement.

Join myself and David Steortz on July 10 to review some sample reports and talk about RCM-related needs.

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Tags: snapshot, customer support

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