Skip to: search, navigation, or content.


Indiana University Bloomington

Technology Services

Service Statistics Definitions

Terminology
  • Number of Service Requests – Refers to the number of service requests entered during a given period.
  • Average Total Service Time – Refers to the average time it takes to complete a service request from the time it is entered into the TS tracking system regardless of the classification (includes all service requests).  All service times are accounted for in this figure including the times when equipment must be put on hold while it is waiting for replacement parts or an outside technician to arrive.
  • Average TS Service Time – Refers to the average time it takes a TS technician to complete a service request from the time it is entered into the TS tracking system regardless of the classification (includes all service requests).  This figure doesn't include times when equipment must be put on hold while it is waiting for replacement parts or an outside technician to arrive.
  • Average Help Desk Service Time – Refers to the average time it takes a TS technician to provide assistance over the phone at the facility's Help Desk.
  • Average Office/Repair Service Time – Refers to the average time it takes a TS technician to complete a standard service request which involves an office visit. This figure doesn't include times when equipment must be put on hold while it is waiting for replacement parts or an outside technician to arrive.
  • Fiscal Year – The fiscal year runs from July 1st to June 30th