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
​62%70%88%94%
​Jan '19
​100%
​78%
​90%
​98%
​Dec '18
​n/a
​80%
​91%
​90%
Nov '18​n/a​83%92%​96%
Oct '18100%64%​92%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
​Jan '19
​2:18
​26:46
​13.54
​9:34
​Dec '18

​9:31
​16:47
​13:27
Nov '18
17:3611:597:34
Oct '183:05
29:5314:4211:29

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
Low11,753
99%
Medium106
1%
High9
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'19 Jan
​'18 Dec
​'18 Nov
​'18 Oct
Permission: Mod​92%96%95%93%96%
Employee: Setup62%68%75%76%81%
Employee: Delete 54%51%69%66%78%
Employee: Mod85%89%75%76%90%
​Desktop: Install51%82%84%78%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'19 Jan
​'18 Dec
​'18 Nov
​'18 Oct
Permissions: Mod20:248:139:4010:177:51
Employee: Setup​75.3336.3634:1230:3331:28
Employee: Delete51:4051:4040:3838:5131:38
Employee: Mod​27:3425.2134:4036:2122:00
​Desktop: Install195.2751:3153:50
61:2855:12

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
​Jan
8%
​93%
​Dec
​6%
​88%
Nov
​7%
89%
Oct
​5%
89%
Sep6%87%
Aug6%92%
July6%91%
June5%90%
​May​6%​92%

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
​Jan
​6%
​93%
​Dec
​6%
​93%
Nov
7%
90%
Oct
​6%
91%
Sep​7%​94%
Aug
6%90%
July
5%​87%
June
3%90%
​May​4%​87%

KPI Goal

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