ISD Annual Report - IT Content Prep

The current reporting period is July 2021 - June 2022.

Departmentwide Highlights

This section includes a bulleted list of major accomplishments during the reporting period.

IT is proceeding with MAXIMO upgrades for Regional San and SASD, this is in coordination with a consultant to assist primarily on the SASD side due to complexity and work load.
IT and Training are proceeding with the Meridian upgrade with a go live date in February 2022. The new Meridian upgrade will provide additional reporting features and modernizes the LMS to allow more functionality.
IT is almost complete with upgrades to the help desk system. This upgrade makes the interface more user friendly and streamlines the process. We anticipate a go live date in February.

KPIA Title	Description	KPIA
Helpdesk Response Time	Network, computer or peripheral-related problems resulting in a business impact for a single user or group.	2-Hour Response, 100% of the Time During Business Hours.
Helpdesk Ticket Closure	Acceptable time to resolve problems for hardware, software and system components within the desktop environment. Resolve problem and have customer(s) up and running (or an effective work-around provided) within the designated time frame.	4-hour Cumulative Closure, 80% of the Time During Business Hours.
Customer Satisfaction	Measure the performance of the service provided to the customer. Surveys are sent out by the helpdesk system after a ticket is closed. A quarterly rotating customer survey will also be utilized to gather customer feedback.	80% "Satisfied" or "Very satisfied" Rating from Survey Respondents.