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Pubs
The IS&T Publishing Team maintains 2,100 pages of web-based IS&T information and documentation. During FY09, we are on track to process 2,540 content updates. Background The IS&T Publishing Team publishes documentation in support of MIT products and services. Our 2,100 pages of content can be found in the IS&T Website and multiple On-Line Help systems. In Q1 & Q2 of FY09, we published 1,272 updates, placing us on target for 2,542 updates by the end of the FY09.
Mark Wiklund
Training
Here are my numbers along with a brief statement:
FY08
* IT Training titles offered (Hands-on & Quick Starts) : 71
* IT Training topics/software applications offered: 31
* IT Training classes offered: (Hands-on & Quick Starts): 397
* IT Training attendees (Hands-on & Quick Starts): 2143
* IT Training attendees sent to outside vendors: 80
* IT Training e-learning through Element K licenses in use by MIT community: 1036
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We should pull the supported software products for this iteration.
DITR
Here is the data to replace the Academic Machines Supported:
Total estimated number of machines supported by DITR (local desktop support provided by IS&T): 3371 (number adjusted for overlap between SLA and AdminIT machines)
SLA = 1780
DITR Plus = 66
AdminIT = 920
Athena Public Clusters and Quickstations (Including Dorms) = 400
Athena Departmental Machines = 115
Student Laptop Loaner Program = 90
-- Chris
Help Desk
120 calls / day average withn the ACD. 60% of Cases created done by telephone. Cases created per day abotu 100.
75 cases created per day, taken over the year. 40% of that is 30. 245 working days per year. 100 emails per day (@ 3 per case per day). Even call it 200. Walkin interactions are at 20 per day.
Likely we My guess is we should use 300 interactions per day, not 400, until we're more careful about the numbers.
Barb and Oliver later converged on about 72000 interactions. Then Oliver foudn accounts transactions that add 15000 to the pile of 72, making 87000, or about 350. Fine.