Body
Overview
A University Board of Trustees or President need to high-level data that is easy to read at a glance and they should be presented with this data at least quarterly.
University Board of Trustees/President Report
What does your BOT/President need to see?
- Average Resolution Time
- Are you able to stay within industry standards for ticket resolution time?
- Customer Satisfaction Trends
- Are you overall customer satisfaction ratings at or above industry standards? Run this report quarterly to show change.
- Total Tickets Submitted/Resolved
- Total Major Incidents
- Total Phishing Attempts/Compromised Accounts
- Create a Ticket Type for end users to report Phishing Attempls and for your Information Security team to log Compromised accounts. Report on Ticket Count.
What should that desktop look like?
