OITS offers centralized IT service desk services. Currently, every call, email, self-service submission, or walk-in contact of the service desk is recorded in the form of a call record. This measures the total number of call intake records.
In some cases, quarterly data has been annualized to provide a better comparison to prior fiscal years. Generally, measures that use percentages have been annualized. This prevents distortions in the quarterly data that may occur because of smaller populations sizes. Measures that show the numbers of incidents, activities or individuals reflect actual numbers for the quarter. This allows users to see progress from one quarter to the next towards identified goals.