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
​36%​56%83%​95%
Jan '18​0%​55%83%​94%
Feb '18​50%47%​85%94%
​Mar '18
​100%
​72%
​87$
​97%
​Apr '18
​33%
​62%​88%​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
Dec '17​49:06112:0735:3421:16
Jan '1823:51127:0433:0219:13
Feb '1815:09129:5024:1818:48
Mar '181:5623:0716:0611:19
​Apr '1823:53​​50:57​16:44​11:21

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
Low10,123
98%
Medium201
2%
High40
0%
Critical3
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'17 Jan​'18 Feb
​'18 Mar
​'18 Apr
Permissions:Add​89%83%82%88%92%
Employee:Setup18%2%17%42%60%
Employee:Delete 13%0%25%25%49%
Employee:Modify80%74%84%82%91%
​Desktop: Install18%6%23%20%16%

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'17 Jan
​'18 Feb
​'18 Mar
​'18 Apr
Permissions:Modify​20:4729:0520:0412:569:32
Employee:Setup​139.48245.33117:4364:5826:16
Employee:Delete​162:00272:15107:1090:4138:10
Employee:Modify​27:2043:5124:2823:29​13:09
​Desktop:Install130.48​167:08113:47
91:50​65:19

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 Repair"

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

  

​Month​Participation Rate​Satisfaction Rate
​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
​April​4%​89%
​March
13%​86%
​February
4%​79%
January
5%​89%

KPI Goal

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