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
67%79%86%94%
​Sep '19
​n/a
​75%
​89%
​92%
​Aug '19
​n/a
​100%
​90%
​94%
​July '19
​0%
44%
​89%
​94%
​June '19
​n/a
​94%
​90%
​89%
​May '19
​100%
​82%
​82%
​95%
April '19
​n/a
​93%
​84%
​95%

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
​Sep '19

22:23​​40:27
​25:20
​Aug '19

​1:23
​33:04
​20:26
​July '19
​111:12
​50:25
​16:59
​19:03
​June '19

​32:41
​26:58
​19:22
​May '19
​1:21
​19:46
​82:32
​17:34
April '19

​10:00
24:54
​18:01

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
Low9871
99%
Medium54
1%
High12
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 Sep
​'19 Aug
​'19  July
​'19 June
Permission: Mod​90%​95%
​92%
​92%
​93%
Employee: Setup66%​89%
​80%
82%​​80%
Employee: Delete 58%​76%
​64%
61%
70%
Employee: Mod82%​97%
​95%
​83%
​85%
​Desktop: Install49%61%
44%
37%
​53%

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 Sep
​'19 Aug
​'19 July
​'19 June
Permissions: Mod25:17​11:25
​19:26
​26:00
​31:15
Employee: Setup​62.55​23:44
​72:50
​86:02
52:31
Employee: Delete65:04​28:12
​50:29
​69:12
​54:14
Employee: Mod​34:21​14:39
​19:39
​30:58
​31:58
​Desktop: Install136:49​79:53
93:18
171:43​​160:12

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
​'19 Sep
​8%
​91%
​'19 Aug
​7%
​90%
​'19 July
​7%
​87%
​"19 June
​7%
​88%
'19 May​7%88%
​'19 Apr​8%​89%
​'19 Mar9%​87%
​'19 Feb​8%​91%
​'19 Jan​8%​93%
​'18 Dec​6%​88%
​'18 Nov​7%​89%

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
​'19 Sep
​4%
​90%
​'19 Aug
​4%
​80%
'19 July
​4%
​85%
​'19 June
​4%
​90%
​'19 May
​6%​82%
'19 Apr​
​4%​85%
​'19 Mar
​15%
​94%
​'19 Feb
​5%​88%
​'19 Jan
​6%
​93%
​'18 Dec
​6%
​93%
'18 Nov
7%
90%

KPI Goal

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