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​Urgent​High​Medium​Low
Jul '17​0%​44%88%​98%
Aug '17​40%​42%87%​96%
Sep  '17​75%​39%​83%​98%
Oct '17​20%​56%​91%​98%

KPI Goal

  • Resolve Urgent in 6 hours - 70% of time
  • Resolve High in 12 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​Urgent​High​Medium​Low
Jul '17​50:5351:01​15:179:29
​Aug '17127:0058:5318:5112:16
​Sep '1735:3351:2918:149:08
​Oct '1778:2640:5414:319:07

KPI Goal

  • Resolve Urgent in 6 hours - 70% of time
  • Resolve High in 12 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
Low11,52694%
Medium5785%
High1021%
Urgent70%

KPI Goal

  • Urgent and High 2 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'17 Jul​'17 Aug​'17 Sep​'17 Oct
Permissions: Add​93%91%89%90%94%
Employee: Add66%69%69%66%67%
Employee:Change62%73%63%56%66%
Employee: Delete​48%59%49%39%53%
​Desktop: Install86%83%76%67%91%

KPI Goal

  • Permission: Add - 80% within 5 days
  • Employee: Add - 80% within 5 days
  • Employee: Change - 80% within 5 days
  • Employee: Delete - 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'17 Jul​'17 Aug​'17 Sep​'17 Oct
Permissions: Add​16:2711:3014:1813:51​10:51
Employee: Add​49:5632:1731:3037:0737:16
Employee:Change​55:2326:1234:5844:35​37:53
Employee: Delete​79:1836:3450:0361:12​50:44
​Desktop: Install​53:58​36:56​43:21​59:56​47:12

KPI Goal

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

 


Customer Satisfaction "Incident Repair"

The graphic below illustrates customer satisfaction participation and feedback following Incident Repairs.

  

​Month​Participation Rate​Satisfaction Rage
​October​7%​86%
​September​6%​88%
August​8%​92%
July9%​92%
June​9%​88%
May14%​90%
April​11%​91%
March​9%​92%
February​8%​91%
January​8%​90%

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
​October2%​​83%
​September​2%​80%
August29%​82%
July​2%​85%
June​3%​81%

KPI Goal

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