Breadcrumb

Service Level Metrics

% Met: Trend

The graphic below illustrates the percentage of incident tickets that were repaired within the targeted timeframe, by Priority.

 

​Values
Critical
​High​Medium​Low
12 Month
​73%74%88%94%
​Mar '19 
​n/a
​92%
​86%
​96%
​Feb '19​100%​80%​84%​96%
​Jan '19
​100%
​78%
​90%
​98%
​Dec '18
​n/a
​80%
​91%
​90%

KPI Goal

  • Resolve Urgent in 8 hours - 70% of time
  • Resolve High in 24 hours - 80% of time
  • Resolve Medium in 40 hours - 80% of time
  • Resolve Low in 80 hours - 90% of time

 


Mean Time to Repair

The graphic below illustrates the average time it took to complete repair actions, by Priority.

 

​Values​Critical
​High​Medium​Low
​Mar '19

​9:31
​16:47
​13:27
​Feb '194:10​​14:59​19:48​13:28
​Jan '19
​2:18
​26:46
​13.54
​9:34
​Dec '18

​9:31
​16:47
​13:27

KPI Goal

  • Resolve Urgent in 8 hours - 70% of time
  • Resolve High in 24 hours - 80% of time
  • Resolve Medium in 40 hours - 80% of time
  • Resolve Low in 80 hours - 90% of time

 


Ticket Volume: by Priority

The graphic below illustrates the month's volume of incident tickets, by Priority.

 

Priority​CountPercent of Total
Low11,634
99%
Medium84
1%
High12
0%
Criticaln/a
0%

KPI Goal

  • Urgent and High Tickets < 5% of total population for month
  • Decreasing volume of tickets assigned to a high or critical priority level

Requests Fulfilled within Service Target

The graphic below illustrates the percent of services fulfilled within the serve target for 5 most requested services (comprise 60-70% of total requests)

 

Request Type​12 Month​'19 Mar
​'19 Feb'19 Jan
​'18 Dec
Permission: Mod​91%​91%
​87%96%95%
Employee: Setup63%​51%
​47%68%75%
Employee: Delete 57%​50%
​64%51%69%
Employee: Mod84%​83%
​78%89%75%
​Desktop: Install53%​43%
​45%82%84%

KPI Goal

  • Permission: Modify - 80% within 5 days
  • Employee: Setup - 80% within 5 days
  • Employee: Delete - 80% within 5 days
  • Employee: Modify - 80% within 5 days
  • Desktop: Install - 80% within 10 days 

Average Time to Fulfill Request

The graphic below illustrates the average time to fulfill a service by month for 5 most requested services (comprise 60-70% of total requests).

          

Request Type​12 Month​'19 Mar
​'19 Feb'19 Jan
​'18 Dec
Permissions: Mod21:48​9:40
​18:418:139:40
Employee: Setup​68.51​34:12
​62:4836.3634:12
Employee: Delete64:56​40:38
​47:0351:4040:38
Employee: Mod​30:48​34:40
​30:1925.2134:40
​Desktop: Install164:22​53:50
​84:3551:3153:50

KPI Goal

  • Permissions: Modify - 45 hours (5 days)
  • Employee: Setup - 45 hours (5 days)
  • Employee: Delete - 45 hours (5 days)
  • Employee: Modify - 45 hours (5 days)
  • Desktop: Install - 90 hours (10 days)

 


Customer Satisfaction "Incident"

The graphic below illustrates customer satisfaction feedback received from customers after incidents are closed.

  

​Month​Participation Rate​Satisfaction Rate
​'19 Mar
9%
87%
'19 ​Feb
​8%​91%
​'19 Jan
8%
​93%
​'18 Dec
​6%
​88%
'18 Nov
​7%
89%
'18 Oct
​5%
89%
'18 Sep6%87%

KPI Goal

  • Customer Satisfaction > 90%
  • Response rate should be consistent 

Customer Satisfaction "Request"

The graphic below illustrates the month's volume of Service Delivery.

  

MonthParticipation Rate​Satisfaction Rate
​'19 Mar
​15%
​94%
​'19 Feb
​5%​88%
​'19 Jan
​6%
​93%
​'18 Dec
​6%
​93%
'18 Nov
7%
90%
'18 Oct
​6%
91%
'18 Sep​7%​94%
'18 Aug
6%90%
'18 July
5%​87%

KPI Goal

  • Customer satisfaction > 90%
  • Response rate should be consistent