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
0%63%78%91%
​Aug '20
​0%
​50%
73%
87%​
​Jul '20
​n/a
75%
​78%
​88%
​Jun '20
​n/a
​50%
​69%
​86%
​May '20
​n/a
​67%
​78%
89%

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

 


Resolution Time: Trend

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

 

​Values​Critical
​High​Medium​Low
​12 Month
​51:47
80:59
​46.51
27:30
​Aug '20
​n/a
71:58
​43:01
​44:42
​Jul '20
​n/a
72:36
52:19
​44:41
​Jun '20
​n/a
472:14
​112:09
​48:07
​May '20
​n/a
​17:06
​34:39
​33:42

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

 



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
'20 Aug​
​'20 Jul
​'20 Jun
​'20 May
Permission: Mod​89%​89%
​96%
​94%
​93%
Employee: Setup55%​76%
​94%
​56%
​94%
Employee: Delete 51%60%
​89%
18%
​97%
Employee: Mod88%​91%
​88%
​84%
93%
​Desktop: Install42%​85%
71%
​83%
​83%

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
​'20 Aug
​'20  Jul
​'20 Jun
​'20 May
Permissions: Mod28:0518:57​​13:27
​17:53
​16:47
Employee: Setup​137.25​38:11
​17:52
80:47
​19:16
Employee: Delete127:3255:04
​21:43
135:44
​30:31
Employee: Mod​31:25​22:04
​21:42
​27:17
​24:00
​Desktop: Install176:11​49:11
​64:03
​44:57
​47:37

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
​'20 Aug
​8%
​83%
​'20  Jul
​9%
​82%
​'20 Jun
​10%
​84%
'20 May​
​10%
​83%
​'20 Apr
​10%
​85%
​'20 Mar
10%
​89%
​'20 Feb
​8%
​86%
​'20 Jan
​7%
​86%

KPI Goal

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

Customer Satisfaction "Request"

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

  

Month
Participation Rate​Satisfaction Rate
​'20 Aug
​5%
​78%
​'20 Jul
​4%
​86%
​'20 Jun
​4%
​86%
​'20 May
​6%
​93%
​'20 Apr
​7%
​91%
​'20 Mar
6%​​87%
​'20 Feb
5%​​86%
​'20 Jan
4%​​83%

KPI Goal

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