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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
14%75%83%94%
​Apr '20
​N/A
​80%
​80%
​88%
​Mar '20
​100%
64%
​77%
​94%
​Feb '20
N/A​
50%70%90%​
​Jan '20
0%​36%68%​
93%​

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
61:05
​40:15
​36:25
21:37​
​Apr '20

​11:56
​37:15
​29;14
​Mar '20
​1:09
62:38
30:07
20:59
​Feb '20

174:58​50:51
32:43
​Jan '20
​27:29
​87:17
​72:03
​28:01

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
Low17,435
100%
Medium80
0%
High10
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
​'20 Apr
​'20 Mar
​'20 Feb
​'20 Jan
Permission: Mod​89%​93%
​91%
​88%
​91%
Employee: Setup66%​88%
​59%
​59%
​64%
Employee: Delete 60%​81%
60%
57%
68%
Employee: Mod88%​92%
​87%
​92%
​92%
​Desktop: Install42%74%
​60%
53%
​50%

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 Apr
​'20 Mar
​'20 Feb
​'20 Jan
Permissions: Mod27:25​11:45
​22:35
​32:57
​25:42
Employee: Setup​89.08​18:05
​59:39
97:20
​93:29
Employee: Delete74:53​28:23
​68:31
66:41
​62:32
Employee: Mod​32:29​20:42
​27:30
​26:29
​27:30
​Desktop: Install158:07​59:56
103:26
104:48
139:25

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 Apr
​10%
​85%
​'20 Mar
10%
​89%
​'20 Feb
​8%
​86%
​'20 Jan
​7%
​86%
​'19 Dec
​7%
​90%
​'19 Nov
​8%
​87%

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 Apr
​7%
​91%
​'20 Mar
6%​​87%
​'20 Feb
5%​​86%
​'20 Jan
4%​​83%
​'19 Dec
​4%
​97%
​'19 Nov
​4%
​91%

KPI Goal

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