October 2016
| Service Level Number / Description | Definition | Target | 2016 Oct | Weighting % |
|---|---|---|---|---|
| SD - Speed - 1 Speed to Answer - Telephone Calls |
% of Calls Answered within 30 seconds | >= 80% | 92.7% 2850 achieved out of 3075 calls |
20% |
| SD - Resolution - 1 Resolved on first Contact to SD (FCR) |
% of Tickets Resolved by the same Service Desk Agent within 24 hours | >= 60% | 57.5% 2353 achieved out of 4089 tickets |
30% |
| SD - Resolution - 2 Resolved by SD without escalation (FTR) |
% of Tickets Resolved within 48 hours without escalation to non-L1 groups | >= 65% | 57.0% 2353 achieved out of 4089 tickets |
30% |
| SD - Abandon - 1 Abandon Rate |
% of Calls Abandoned | <= 3% | 3.7% 116 abandoned out of 3128 calls |
20% |
| Service Level Number / Description | Definition | Target | 2016 Oct |
|---|---|---|---|
| SD - Speed - 2 Speed to Answer - Incident Self Service Tickets |
% of Self-Service Tickets Answered within 4 hours | >= 95% | 96.2% 1153 achieved out of 1198 tickets |
| SD - Speed - Chat Speed to Answer - Service-Desk Chat |
% of Service Desk Chat Answered within 2 minutes | >= 95% | 95.8% 275 achieved out of 287 tickets |
| SD - Processing - 2 Processing of LSA Incident Tickets |
% of LSA Tickets Routed within 30 minutes | >= 95% | no data |
| SD - Account - 3 Standard Account Admin (AD password reset) |
% completion of all AD password reset within 15 minutes | >= 95% | 93.9% 169 achieved out of 180 tickets |
| SD - Account - 4 Expedited Account Admin (Suspension of Acct) |
% completion of all Suspension of Account within 10 minutes | = 100% | no data |
| Service Level Number / Description | Definition | Target | 2016 Oct | Weighting % |
|---|---|---|---|---|
| Response-Platinum Response on Platinum Services |
% of Tickets Responded related to Platinum users within 15 minutes | >= 99% | 100% 24 achieved out of 24 tickets |
10% |
| Response-Gold Response on all Gold Service Location |
% of Tickets Responded related to Gold Site Locations within 60 minutes | >= 90% | 95.6% 973 achieved out of 1018 tickets |
20% |
| Resolve-Gold-P2 - Urgent Resolution on P2 Gold Service Location |
% of P2 Tickets Resolved related to Gold Site Locations within 3 hour | >= 92% | 96.2% 50 achieved out of 52 tickets |
20% |
| Resolve-Gold-P3 - Normal(A) Resolution on P3 Gold Service Location |
% of P3 Tickets Resolved related to Gold Site Locations within 9 hour | >= 75% | 97.1% 984 achieved out of 1013 tickets |
40% |
| Resolve-Gold-P3 - Normal(B) Resolution on P3 Gold Service Location |
% of P3 Tickets Resolved related to Gold Site Locations within 18 hour | >= 92% | 99.3% 1006 achieved out of 1013 tickets |
35% |
| Service Level Number / Description | Definition | Target | 2016 Oct |
|---|---|---|---|
| Response-Dispatch Response on all Dispacth Location |
% of Tickets Responded related to Dispatch Site Locations within 4 hours | >= 90% | 100% 23 achieved out of 23 tickets |
| Resolve-Platinum(A) Resolution on Platinum Services |
% of Tickets Resolved related to Platinum users within 4 hours | >= 99% | 100% 25 achieved out of 25 tickets |
| Resolve-Platinum(B) Resolution on Platinum Services |
% of Tickets Resolved related to Platinum users within 8 hours | = 100% | 100% 25 achieved out of 25 tickets |
| Resolve-Gold-P1 - Critical Resolution on P1 Gold Service Location |
% of P1 Tickets Resolved related to Gold Site Locations within 1 hour | >= 92% | no data |
| Resolve-Dispatch Resolution on all Dispacth Location |
% of Tickets Resolved related to Dispatch Site Locations within 8 hours | >= 90% | 100% 23 achieved out of 23 tickets |
| IMAC-1 Standard Request for all Service Locations |
% of Standard request completed within 3 days | >= 90% | 100% 9 achieved out of 9 tickets |
| IMAC-3 Expedited Request for EUC Hard IMACs |
% of Expedited request completed within 9 hours | >= 90% | no data |
| Service Level Number / Description | Definition | Target | 2016 Oct | Weighting % |
|---|---|---|---|---|
| P - Patch - 1 Critical Patches deployed |
% deployed approved patches within 12 days | >= 95% | no data | 10% |
| P - Patch - 3 Standard Patches deployed |
% deployed approved patches within 21 days | >= 95% | 100% 3 achieved out of 3 tickets |
10% |
| SP - 3(A) Packaging of Standard Software Packages |
% of packages completed within 10 business days | >= 80% | 100% 3 achieved out of 3 tickets |
5% |
| SP - 3(B) Packaging of Standard Software Packages |
% of packages completed within 14 business days | >= 98% | 100% 3 achieved out of 3 tickets |
5% |
| Service Level Number / Description | Definition | Target | 2016 Oct |
|---|---|---|---|
| INC-Respond-1 Response on Incident Tickets(Extensive) |
% of Incident Tickets Responded within 15 minutes (Global/Extensive) | >= 90% | no data |
| INC-Respond-2 Response on Incident Tickets(Significant) |
% of Incident Tickets Responded within 30 minutes (Significant/Large) | >= 90% | 92.7% 51 achieved out of 55 tickets |
| INC-Respond-3 Response on Incident Tickets(Moderate) |
% of Incident Tickets Responded within 60 minutes (Moderate/Limited) | >= 90% | 89.4% 550 achieved out of 615 tickets |
| INC-Resolve-1 Response on Incident Tickets(Extensive) |
% of Incident Tickets Resolve within 8 hours (Global/Extensive) | >= 90% | 100% 1 achieved out of 1 tickets |
| INC-Resolve-2 Response on Incident Tickets(Significant) |
% of Incident Tickets Resolve within 16 hours (Significant/Large) | >= 90% | 94.9% 56 achieved out of 59 tickets |
| INC-Resolve-3 Response on Incident Tickets(Moderate) |
% of Incident Tickets Resolve 24 hours (Moderate/Limited) | >= 90% | 96.48% 603 achieved out of 625 tickets |
| Service Level Number / Description | Definition | Target | 2016 Oct |
|---|---|---|---|
| Requested Item - 1 Completion of requested TASK |
% completetion of Requested Task within 15 minutes | >= 90% | no data |
| Requested Item - 2 Completion of requested TASK |
% completetion of Requested Task within 4 hours | >= 90% | 91.0% 569 achieved out of 625 tickets |
| Requested Item - 3 Completion of requested TASK |
% completetion of Requested Task within 8 hours | >= 90% | 97.6% 684 achieved out of 701 tickets |
| Requested Item - 4 Completion of requested TASK |
% completetion of Requested Task within 2 days | >= 90% | no data |
| Requested Item - 5 Completion of requested TASK |
% completetion of Requested Task within 4 days | >= 90% | 100.0% 40 achieved out of 40 tickets |
| Requested Item - 6 Completion of requested TASK |
% completetion of Requested Task within 10 days | >= 90% | no data |
| Service Level Number | Description | Target | NA | NE | NNA | NSA |
|---|---|---|---|---|---|---|
| SD - Speed - 1 | Speed to Answer - Telephone Calls | 80% within ≤ 30 seconds | 97% | 91% | 96% | 90% |
| SD - Speed - 2 | Speed to Answer - Incident Self Service Tickets | 95% within ≤ 30 minutes | 96% | 97% | 96% | 96% |
| SD - Speed - Chat | Speed to Answer - Service-Desk Chat | 95% within ≤ 2 minutes | 100% | 94% | 96% | 93% |
| SD - Processing - 2 | Processing of LSA Incident Tickets | 95% within ≤ 30 minutes | no data | no data | no data | no data |
| SD - Resolution - 1 | Resolved on first Contact to SD | 60% within ≤ 24 hours | 47% | 51% | 72% | 51% |
| SD - Resolution - 2 | Resolved by SD without escalation | 65% within ≤ 48 hours | 47% | 50% | 72% | 51% |
| SD - Abandon - 1 | Abandon Rate | 3% of all call contacts | 1.7% | 2.2% | 2.6% | 5.1% |
| SD - Account - 3 | Standard Account Admin (AD password reset) | 95% within ≤ 15 minutes | 97% | 88% | 92% | 98% |
| SD - Account - 4 | Expedited Account Admin (Suspension of Acct) | 100% within ≤ 10 minutes | no data | no data | no data | no data |
| Service Level Number | Description | Target | NA | NE | NNA | NSA |
|---|---|---|---|---|---|---|
| IMAC-1 | Standard Request for all Service Locations | 90% ≤ 3 days | no data | 100% | 100% | no data |
| IMAC-3 | Expedited Request for EUC Hard IMACs | 90% ≤ 9 bus hours | no data | no data | no data | no data |
| Resolve-Dispatch | Resolution on all Dispacth Location | 90% ≤ 8 bus hours | no data | 100% | 100% | 100% |
| DS Resolve Gold 1 | Resolution on P1 Gold Service Location | 92% ≤ 1 bus hour | no data | no data | no data | no data |
| Resolve-Gold-2 | Resolution on P2 Gold Service Location | 92% ≤ 3 bus hours | 100% | 100% | 90% | 100% |
| Resolve-Gold-3a | Resolution on P3 Gold Service Location | 75% ≤ 9 bus hours | 100% | 97% | 99% | 94% |
| Resolve-Gold-3b | Resolution on P3 Gold Service Location | 92% ≤ 18 bus hours | 100% | 99% | 100% | 98% |
| Resolve-Platinum | Resolution on Platinum Services | 99% ≤ 4 bus hours | no data | no data | 100.0% | no data |
| Response-Dispatch | Response on all Dispacth Location | 90% ≤ 4 bus hours | no data | 100% | 100.0% | 100% |
| Response-Gold | Response on all Gold Service Location | 90% ≤ 1 bus hour | 96% | 100% | 95% | 93% |
| Response-Platinum | Response on Platinum Services | 99% ≤ 15 minutes | no data | no data | 100% | no data |