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
May '17​75%​55%​92%​98%
​Jun '17​0%​81%91%​99%
​Jul '17​0%​44%​88%​98%
Aug '17​40%​42%​87%​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
​May '17​19:0530:36​12:468:04
​Jun '16n/a15:0913:247:10
​Jul '1750:5351:0115:179:29
​Aug '17127:0058:5318:5112:16

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
Low13,10095%
Medium5584%
High851%
Urgent100%

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 May​'17 Jun​'17 Jul​'17 Aug
Permissions: Add​93%97%97%94%92%
Employee: Add66%86%66%73%78%
Employee:Change62%75%68%81%74%
Employee: Delete​48%83%44%68%64%
​Desktop: Install86%96%88%92%92%

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 May​'17 Jun​'17 Jul​'17 Aug
Permissions: Add​16:2713:5798:1811:30​14:00
Employee: Add​49:5650:1444:3632:1731:30
Employee:Change​56:2347:5035:1226:12​34:58
Employee: Delete​74:1893:3262:3236:34​50:03
​Desktop: Install​53:58​41:10​38:41​36:56​43:21

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
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
August29%​82%
July​2%​85%
June​3%​81%

KPI Goal

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