Breadcrumb

Service Level Reports

% 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
​Nov. '1622%42%​91%​99%
​Dec. '16​56%​41%​83%​97%
​Jan. '17​78%​42%​88%​96%
​Feb. "17​60%​52%​93%​96%

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
​Nov. '16​97:51​75:03​11:267:10
​Dec. '16​34:1672:3220:54​9:24
​Jan. '176:1161:47​15:2011:06
​Feb. "1746:3742:35​9:52​9:43

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
Low866490%
Medium8189%
High971%
Urgent50%

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 Feb​'17 Mar​'17 Apr​'17 May
Permissions: Add​94%95%94%95%97%
Employee: Add65%72%66%77%86%
Employee:Change60%57%64%76%75%
Employee: Delete46%54%50%62%83%
​Desktop: Install87%85%88%94%96%

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 Feb​'17 Mar​'17 Apr​'17 May
Permissions: Add​15:3613:3912:1811:02​9:26
Employee: Add49:4349:3949:5431:1524:25
Employee:Change​56:3176:3463:2932:41​29:38
Employee: Delete​74:1796:1183:4543:31​31:49
​Desktop: Install​56:31​45:14​48:18​35:04​32:23

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
​September​9%​94%
​October8%​94%
​November​9%​91%
​December​8%​94%
​January​8%​90%
​February​8%​91%
​March​9%​92%
​April​11%​91%
​May​14%​90%

KPI Goal

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

Customer Satisfaction "Service Delivery"

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

  

MonthParticipation Rate​Satisfaction Rate
September​9%​94%
​October​8%​94%
​November​9%​91%
​December​8%​94%
​January​8%​85%
​February​9%​88%

KPI Goal

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