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CASE 2 Quantitative Methods

A Philippine university implemented an IT Service Desk Analytics System to evaluate its technical support services, focusing on response and resolution times, ticket categories, and user satisfaction. The analytics team used descriptive statistics and data visualizations to identify performance trends and inconsistencies, leading to recommendations for staff reallocation and training. Despite meeting service-level targets, high variability in resolution times indicated a need for improved service quality across departments.

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Ybañez, Christian Jaero P.
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11 views2 pages

CASE 2 Quantitative Methods

A Philippine university implemented an IT Service Desk Analytics System to evaluate its technical support services, focusing on response and resolution times, ticket categories, and user satisfaction. The analytics team used descriptive statistics and data visualizations to identify performance trends and inconsistencies, leading to recommendations for staff reallocation and training. Despite meeting service-level targets, high variability in resolution times indicated a need for improved service quality across departments.

Uploaded by

Ybañez, Christian Jaero P.
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

CASE 2

IT Service Desk Performance Analytics in a Philippine University

A large state university in Laguna implemented an IT Service Desk Analytics System to


evaluate the performance of its campus-wide technical support services. The
university’s IT Office handled thousands of support tickets each semester related to
network outages, learning management system (LMS) access, and computer laboratory
issues. University administrators wanted to use descriptive statistics to improve
response time and service quality.

The IT analytics team collected ticket data from the service desk system, including
response time, resolution time, ticket category, and user satisfaction ratings. To
summarize system performance, they computed measures of central tendency. The
mean response time showed the average number of hours before a ticket was
acknowledged, while the median response time was used to understand typical
performance without being distorted by extreme delays during system outages. The
mode helped identify the most common ticket category, which turned out to be LMS
access problems during enrollment periods.

The team also examined measures of dispersion. The range highlighted the
difference between the fastest and slowest resolution times. Variance and standard
deviation were calculated to assess how consistent the service desk performance was
across different colleges. High variability in resolution times indicated uneven workload
distribution among IT staff.

To communicate findings, the team developed data visualizations for an IT


performance dashboard. Bar charts compared average resolution times per department,
line graphs showed ticket volume trends throughout the semester, and box plots
illustrated variability in response times. These visual tools allowed administrators to
quickly identify bottlenecks and peak demand periods.

Finally, the IT Office interpreted performance metrics to support decision-making.


Although the mean resolution time met service-level targets, the high standard deviation
revealed inconsistent service quality. This insight led to recommendations for staff
reallocation and additional training during peak periods.

Challenging Questions

1. Why might the median response time provide a more reliable indicator of typical
IT service performance than the mean during major system outages?
2. How can two departments have the same average resolution time but very
different standard deviations, and what does this imply for managing IT service
quality?

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