Transparencia TIC

The STIC firmly believes that its users have the right to be informed of everything related to our activities. We offer you information on all the requests that we receive, how long it takes to resolve them, how many times we fail to fulfill our commitment to turnaround times, etc.

We aspire and commit to offering a living and dynamic instrument with a design that allows easy access to data. The STIC Directorate will be happy to provide you with any additional information or clarification that you may require to understand the data made available to you here.

The following charts are interactive. By clicking on any aspect of the information, the rest of the page is recalculated automatically.

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How can these charts be interpreted?

You can maximize each of the charts by clicking on the desired chart and then on the Icono para enfoque image that appears at the top

The information is updated every day at 2:00 am.

Activity Tab

How many requests do our users make? What type?

You are able to see how many requests our users make (Ticket No. and Closed Ticket), what type (Ticket Type), what services (Service Name), which Area attends to them (AreaQueue), their progress over time, etc.

Resolution Times Tab

How long do we take to resolve user requests?

You can see how long it takes to resolve your requests or technical issues. This is based on the service (Service Name), the type of request made to us (Ticket Type), or the group of technicians that respond to you (Queue)

Pestaña “En este momento”

¿En qué estamos trabajando ahora? ¿Cuántas peticiones tenemos abiertas? ¿sobre qué servicios?

Podrás conocer en cuantas peticiones de nuestros usuarios estamos trabajando (Ticket Abierto), en qué estado están (State name), en qué servicios (Service Name), de qué tipo son (Ticket Type), etc.

At This Time Tab

What are we working on right now? How many requests do we have open? Which services are they for?

You can find out how many requests our users are working on (Open Ticket), what their status is (State name), what services they are (Service Name), what type they are (Ticket Type), etc.

Commitments Tab

Do we fail to fulfill our time commitments?

When we receive a request from a user, it is quickly catalogued and assigned to the technician that will respond to it (Area). Depending on how the request has been catalogued (its urgency, how many users it affects, what service it is, etc.), we are committed to having begun to work on resoliving it before a certain time has passed. We do everything in our power to fulfill our word. The chart shows the % of occasions we have not been able to fulfill this commitment

New Project Requests Tab

How many requests for new projects do we receive? How many do we handle? How long do we take to respond?

Requests of a certain size (in our terminology, change requests) require prior study to consider their true dimension, implications, cost, planning, etc. In the following chart, you can see how many of these requests are finally approved (% Ticket approved), how many hours it takes on average to respond affirmatively or negatively (Resolution time), for which services these requests are made (Service Name), etc.

Project Development Tab

Do we get behind on our projects? By how long? How many projects are we working on?

Once an "important" request has been approved, it becomes a project (a "delivery" in our terminology). In the following charts, you can see how many of these projects we deal with over time (Number of Deliveries), how many of them are delayed regarding the due date (% Delayed Delivery), how many days late these delayed deliveries are (Average days delayed) , which services are affected by these new projects (Service Name), etc.

Security Tab

Are there many security incidents in the UAL? What type?

It is the STIC's obligation to control computer security at the University of Almeria. We attempt to identify and act upon any incident, whether detected by us or communicated to us by a user. In the following charts, you can see how many security incidents there were (N + Security Ticket), what type (security incident type), whether personal data was affected (Affects Personal Data), etc.

Terminology and Commitments

The STIC is managed according to the ITIL's guide to best practices. This methodology uses terms that can sometimes be unclear. We will attempt to clarify them here

Types of tickets (Ticket Type)

This refers to the different types of requests we can receive

Terminology used
Ticket Description Example


Something that affects you (or a small group of users) has stopped working and you ask us to provide a solution

Your PC does not start up

The classroom projector is not displaying correctly

Your file does not appear in the Virtual Campus


Similar to an incident but which affects a large group of users or requires more time and research to find a solution

With the latest update of Windows 10, it is no longer possible to connect to a certain application

Service request

Everything is working fine, you are simply asking us for a quick and simple service.

When you ask us to configure your mobile phone's WiFi or to install a certain software

A change request.

A change request is a request for us to address a new project. If it is a "small" project, it may be a "preapproved change request". If it is a larger project, it is a "Standard Change Request"

You would like us to develop a new option in the UAL App

You request we set up a communications network in the new laboratory in your department

You ask us for a new management application

CAU Ticket

These are simply consultations


Delivery Request

A project of a certain size that is being worked on

The building of a new service, so you can apply for your title via the web

Security incident

An incident related to TIC security suffered by a user or servers

Your password has been stolen

You have "caught" a virus

Queues (Queue) and Areas (AreaQueue)

All our technicians are grouped into different groups according to their speciality (queue) that in turn are part of a specific area of expertise (Areaqueue)

Resolution Time

This is the time, expressed in working hours, that elapses from when you communicate your request until it is completely resolved.

SLA: Commitments

An SLA is a commitment that the STIC assumes to you. Depending on the type of request you have made, how many users it affects, what service it affects, etc., your request is prioritized and a specific SLA is assigned to it.

The SLA is the maximum number of working hours that can elapse from the time you notify us of your request until we begin to work on its resolution.

This commitment from us to start acting ranges from 2 hours (in the most urgent cases) to 12.