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
​33%61%85%​94%
Jun '18​n/a​100%85%​94%
May '18n/a74%​95%97%
​Apr '18
33%
​62%
​88%
​97%
​Mar '18
​100%
​72%​87%​97%

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
Jun '18
6:398:2811:45
May '18
28:2612:0415:35
Apr '1823:5350:5216:4411:21
March '181:5623:0716:0611:19
Feb '1815:09​​129:50
​24:18
​18:48
​Jan '18
​23:51
​127:04
​33:02
​19:13

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
Low10,078
98%
Medium233
2%
High11
0%
Critical0
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'18 Jun
​'18 May
​'18 Apr
​'18 Mar
Permission: Mod​90%93%91%91%91%
Employee: Setup47%67%63%64%45%
Employee: Delete 34%56%52%51%26%
Employee: Mod86%89%88%89%85%
​Desktop: Install28%26%26%25%34%

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'18 Jun
​'18 May
​'18 Apr
​'18 Mar
Permissions: Mod19:338:4114:2015:5516:57
Employee: Setup​96.5736.1747:0557:3883:38
Employee: Delete​116:5744:0556:4263:1997:20
Employee: Mod​25:5921:1423:3319:19​24:30
​Desktop: Install129.36​69:23121:43
134:53115:33

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
​June
​5%
​90%
​May
​6%
​92%
​April​6%​91%
March​5%​95%
February7%93%
January​10%​93%

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
​June
​3%
​90%
​May
​4%
​87%
​April​4%​89%
​March
13%​86%
​February
4%​79%
January
5%​89%

KPI Goal

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