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
88%82%88%94%
​May '19
​100%
​82%
​82%
​95%
April '19
​n/a
​93%
​84%
​95%
​Mar '19 
​n/a
​92%
79%
​95%
​Feb '19​100%​80%​89%​94%

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
April '19
​1:20
​19:46
​84:47
​17:48
​Mar '19

​10:00
25:13
​18:09
​Feb '19​13:55
​40:36
​18:25
​Jan '19
​4:10
​16:52
​22:10
​20:55

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
Low10,452
98%
Medium231
2%
High30
0%
Criticaln/a
n/a

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 May
​'19 April
​'19 Mar
​'19 Feb
Permission: Mod​91%​93%
95%​​91%
​87%
Employee: Setup65%79%​​79%
​51%
​47%
Employee: Delete 59%​58%
​72%
​50%
​64%
Employee: Mod83%85%
93%​
​83%
​78%
​Desktop: Install61%​76%
85%​
​43%
​45%

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 May
​19' April
​'19 Mar
​'19 Feb
Permissions: Mod22:10​12:19
​10:2015:41
​18:41
Employee: Setup55.21​36:08
​30:0661:40
​62:48
Employee: Delete59:52​51:12
​33:2463:43
47:03
Employee: Mod​31:14​28:04
​18:35​27:56
​30:19
​Desktop: Install122:4766:34​​57:45102:34
​84:35

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 May​7%88%
​'19 Apr​8%​89%
​'19 Mar9%​87%
​'19 Feb​8%​91%
​'19 Jan​8%​93%
​'18 Dec​6%​88%
​'18 Nov​7%​89%




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 May​6%​82%
'19 Apr​​4%​85%
​'19 Mar
​15%
​94%
​'19 Feb
​5%​88%
​'19 Jan
​6%
​93%
​'18 Dec
​6%
​93%
'18 Nov
7%
90%

KPI Goal

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