IT Fact Sheet 2019

2,046 Student Computing Lab Nodes

1664 UWStudent nodes
522 Non-standard nodes including Unix Lab, 4 MAC labs, kiosks, laptops, and others*
726,046 Total logins on UWStudent lab nodes

*Non-standard nodes are nodes in specialized academic labs or public areas that are configured differently from the standardized UWStudent configuration and require individualized support.

Classroom Technology Support

336 Technology equipped spaces supported. These include:
- 229 Classrooms
- 107 Seminar Rooms, Training Rooms, Conference Rooms, Auditoriums
1014 WyoCast presentations captured
105 WyoCast Special Mobile Events Services
1617 Help tickets responded to and closed

User Support

13,279 Users supported (10,396 students, 2,833 faculty/staff (full-time benefited)*
8,644 Incidents closed by Desktop Support Unit (past 12 months) with 94% customer satisfaction.

*Does not include part time Faculty/Staff, Retirees, Alumni, or visiting scholars.

Help Desk

20,595 Calls answered with 69% first call resolution
11,306 Userhelp emails handled
1,705 Tickets through our Service Catalog
2,487 Chat sessions

Training for Faculty and Staff

88 Workshops (with 895 enrollees)
182 Hours of workshop instruction (with an additional 56 hours of educational consulting and specialized training)
8 New online, self-paced courses developed and published
989 Enrollments in online, self-paced training

Applications and Database Support

110+ Enterprise and Departmental applications supported
Oracle
- 38 Oracle Databases
- 12 Weblogic servers
- 24 EM agents
Miscellaneous
- 66 Tomcat servers
- 2 Message broker application servers
SQL Servers/MySQL/MardiDB
- 50 SQLServer Databases
- 10 MySQL Instances
- 7 Maria Instances

Telecommunications Connections

5,123 Voice connections
19,240 Data Connections
2,532 Work orders/trouble tickets
2,225 Wireless access points
- Peak usage 11,600 concurrent users

Servers

662 Virtual servers
97 Virtual desktops
21 Physical servers – virtual hosts
75 Physical servers – standalone
700 Terabytes of high performance storage
1.4 Petabytes of bulk storage

UW Student Satisfaction Survey 2019

Number of Unique On Campus Respondents – 963
Number of Unique Distance Respondents – 207

Computing Methods Used

Method	On Campus Students	Distance Students
UW Remote Lab	16%	10%
Android Smartphone	30%	29%
iPhone	56%	52%
Android Tablet	3%	4%
iPad	16%	21%
Windows Laptop	55%	63%
Windows Desktop	25%	27%
Mac Laptop	35%	30%
Mac Desktop	3%	7%
Linux Laptop	2%	0%
Linux Desktop	2%	0%

Number of Computing Methods Used

Method	On Campus Students	Distance Students
1	7%	12%
2-3	60%	77%
4-5	31%	11%
6+	2%	0%

Collaboration Tools Used

Tool	On Campus Students	Distance Students
Zoom	39%	79%
Skype for Business	12%	11%
OneDrive with Microsoft Online Applications	63%	49%
Office 365 Groups	51%	39%
SharePoint	15%	13%
Dropbox	38%	38%
Google Drive	16%	12%
Slack	1%	0%
Other	1%	0%

Number of Collaboration Tools Used

Tool	On Campus Students	Distance Students
0	4%	4%
1	22%	23%
2-3	57%	51%
4+	17%	22%

Best UWIT Communication Methods

Method	On Campus Students	Distance Students
Email	96%	93%
Text Messages	42%	55%
Phone Messages	1%	1%
Social Media (Facebook, Twitter, IT Blog, etc.)	10%	8%
IT Website	4%	2%

Satisfaction with IT Services

Customers rated using a 5 point scale where 1 = very dissatisfied and 5 = very satisfied. These numbers are the averages.

IT Service	On Campus Students	Distance Students
IT Help Desk	3.97	4.04
IT Walk-in Service Center	3.86	NA
Remote Support	3.67	3.92
Computer Repair	3.61	NA
IT Website	3.70	3.91
WyoCourses	4.23	4.40
UWyo Email Account	4.39	4.49
WyoWeb	4.06	4.35
WyoRecords	3.82	4.16
Zoom	3.40	4.08
Student Software	4.12	4.10
UW Computer Labs	4.24	NA
UW Remote Lab	3.53	3.60
Wired Network	3.49	NA
Wireless Network	3.13	NA

Satisfaction with UW Computing Support