apan support reporting january 2014 apan service desk 24/7 support unclassified information sharing...
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APAN Support ReportingJanuary 2014
APAN Service Desk 24/7 Support
Unclassified Information Sharing Service
UISS
APAN Customer Support
2
Monthly Summary – Jan
Top Ticket Drivers Number of Tickets
Passport: Account Admin 71Configure SharePoint Communities: 65
Configure Zimbra Communities 46New Community Requests 33
General APAN Information 6
Tickets decreased this month by: + 21%
Total tickets this month: 14 Jan = 245
Total tickets last month: 13 Dec = 201
Ticket decreased over last year: - 40%
Total tickets this month last year: 13 Jan = 344
APAN Customer Support
3
Total Monthly Number of Tickets by Month
APAN Customer Support
January
February
MarchApril
May June
July
August
September
October
November
December
0
50
100
150
200
250
300
350
245
2014
2013
2012
4
Number of Tickets per Day for Month of Jan
APAN Customer Support
1 2 3 4 5 6 7 8 9 10111213141516171819202122232425262728293031
0
5
10
15
20
25
0
67
0
7
1110
1312
13
0
3
20
8
13
6 6
21
2
9 9
15
6 6
9
15
5
12
14
5Jan-14 Jan-13
5
Combined Number of Tickets by Day of Week in Jan
APAN Customer Support
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
0 10 20 30 40 50 60 70 80 90
20
48
32
47
53
37
8
10
51
82
69
79
47
6
Jan-13
Jan-14
6
Combined Number of Tickets per Hour for Month of Jan
APAN Customer Support
0000
0100
0200
0300
0400
0500
0600
0700
0800
0900
1000
1100
1200
1300
1400
1500
1600
1700
1800
1900
2000
2100
2200
2300
0
5
10
15
20
25
30
35
40
5 46
16
12
19
10
13 13
16 15
19 20
12
16 16
9
6
1 2
5
2
7
4
Jan-14Jan-13
Hawaii Standard Time
7
Ticket Origin - JanOverall 2014
APAN Customer Support
43; 18%
1; 0%
67; 27%
1; 0%
118; 48%
15; 6%
Email ForumHotline In-PersonWeb Form Self-Reported
Forum
Hotline
In-Person
Web Form
Self-Reported
0 50 100 150 200 250
37
5
84
4
199
15
43
1
67
1
118
15
Jan-14 Jan-13
8
Ticket Request Types - Jan
APAN Customer Support
11; 4%
196; 80%
36; 15%
1; 0%1; 0%1; 0%
Information Issue
New Outage: Escalate
Outage: Track/Document Service Request
Information
Issue
New
Outage: Escalate
Outage: Track/Document
Service Request
0 50 100 150 200 250
106
110
68
4
19
37
11
196
36
1
1
1
Jan-14 Jan-13
9
Tickets Categorized by Month for Jan
APAN Customer Support
Adobe Connect ASIChat
Email (M
ailEnable)
General Info Lit
e
MAP/G
IS
Metri
cs
Mobile
New/Support
Request
Passport
SharePoint
Telligent/Z
imbra
Translate
Troublesh
ooting0
10
20
30
40
50
60
70
80
6 4 3 4 60 2 0 0
33
7165
46
50
Jan-14
Jan-13
10
Number of RONNA Tickets for Month - Jan
APAN Customer Support
189; 94%
12; 6%non-RONNARONNA
11
Tickets per Events and Exercises for Month - Jan
APAN Customer Support
Cobra Gold 14 14Governance Innovation for Security and
Development 10
APAN Internal 9
Combined Endeavor 14 9
Ardent Sentry 2014 7
SOUTHCOM 7
PACOM 6
Bold Alligator 5
JPAC 4
US-Japan Table Top Exercise 4
Air Force Community Partnership Initiative 3BQ Coalition Capability Demonstration &
Assessment 3
Keen Edge 3
EUCOM 1
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Top 15 Requesters Overtime – Nov, Dec, Jan
Contact Email Number of Requests
1USSOUTHCOM [email protected] 632John Holloway [email protected] 193Allan Tagayuna [email protected] 184John Carmack [email protected] 15
5DECC-M disa.montgomery.esd.mbx.mon-service-desk-ticket-requests@mail.mil 14
6Sheila Medeiros [email protected] 147Stan Bennett [email protected] 128mark Moreno [email protected] 129Drew Trousdell [email protected] 12
10Karen Guttieri [email protected] 1111Kevin Poe [email protected] 1012John Mittleman [email protected] 913Lynndee Kemmet [email protected] 914Nathan Cole [email protected] 815Shaun Thomas [email protected] 7
APAN Customer Support
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Level of Support Effort by Team for Month - Jan
Number of tickets worked by team.APAN Customer Support
33; 13%
48; 20%
164; 67%
Product Devel-opment
Knowledge Management
Service Desk