School of Medicine IT empowers students, faculty, and staff to advance education, research, and patient care. We deliver personalized and innovative IT services that further the School’s mission of improving the health and wellbeing of North Carolinians and beyond. See more in our metrics dashboard below.


Definitions

  • Customer Satisfaction
     • Average rating of client satisfaction with IT services
    Target – Suggested score of 4.5
  • Response Time
     • Average time elapsed until IT acknowledges customer’s issue
    Target – 120 business minutes (2 business hours)
  • Resolution Time
     • Average time devoted to successfully resolve each customer’s issue
    Target – 24 business hours (2 business days at 12 hours each)
  • Tickets Closed
     • Customer IT issues resolved

Customer Satisfaction


  • Customer Satisfaction
     • Average rating of client satisfaction with IT services
    Target – Suggested score of 4.5

Average Response Time

  • Response Time
     • Average time elapsed until IT acknowledges customer’s issue
    Target – 2 business hours (120 business minutes)

Average Resolution Time


  • Resolution Time
     • Average time devoted to successfully resolve each customer’s issue
    Target – 24 business hours (2 business days at 12 hours each)

Ticket Closed

  • Tickets Closed
     • Customer IT issues resolved (Total)