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Service Metrics - August 2008 to July 2009

Service Overview Metrics

Telephone Metrics

Service Level Metrics

 


1. Service Overview Metrics

  • Total 'Tickets' Logged at Service Desk for the period 1st August 2008 to 31st July 2009
(Grand Total: 43,616 Calls)

 

  • % 'Tickets' by Communication Method

  • % 'Tickets' by IT Service

 

  • % 'Tickets' by Call Type (Incident or Service Request)

 

2. Telephone Metrics

Total Phone Calls Answered: 32,326

3. Service Overview Metrics

% Phone Calls Answered within 20 seconds: 78% (KPI)

Service Level target: 70%tick.jpg

%'Tickets' resolved by Service Desk Team: 63% KPI

Service Level target: 60%tick.jpg

 

 

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.