Service Metrics - August 2008 to July 2009
Service Overview Metrics
- Total 'Tickets' Logged at Service Desk
- % 'Tickets' by Communication Method
- % 'Tickets' by IT Service
- % 'Tickets' by Call Type (Incident or Service Request)
Telephone Metrics
Service Level Metrics
1. Service Overview Metrics
(Grand Total: 43,616 Calls)
2. Telephone Metrics
Total Phone Calls Answered: 32,326
3. Service Overview Metrics
Service Level target: 70% |
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Service Level target: 60% |
Definitions
Incident - an event which causes, or may cause, an interruption to, or reduction in the quality of service.
Service Request - a standard pre-approved change to a service e.g. quota increase.
KPI – is a key performance indicator which defines and measures progress toward specified goals.
Service-now - The call management tool used by ITS to log calls and manage workflow. This is the tool within which "tickets" are raised.
Mitel ACD - Automatic Call Distribution software provided by Mitel which distributes telephone calls to available Service Desk Staff.
Service - Any of the services provided by ITS which are logged via the Service Desk. There are exceptions e.g. Audio Visual Services. Details for individual services can be found here.