Warning

Please read our disclaimer about data accuracy (for 2016 data or time-related KPIs), by using this link.

Process Owner

Christophe Pariset - IS Applications Support

IS Expert | D&PS Support

David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS
This page is based on all IS Ticket Subtypes except "Corrective Maintenance" and "Evolution" unless otherwise mentionned.

 

 

Target Users

  • IS
  • CRM / BRM
  • Process Managers

SBS Support dashboard access

Please fill-in the access form.  

Indicators

You can see the "data calculation & filters" table by following this link (Google Spreadsheet).
Volume & Evolution
  • Trends of created, resolved and ongoing tickets, by month, calendar year, or GBU (on 12 rolling months).
  • Ongoing age (in days) for open tickets at current date
  • The number of Ongoing tickets at the current date by month or year of creation.
  • Repartition Resolved tickets shows the part of IS tickets resolved by a SOLVAY group vs. a Partner group.
  • Closed Tickets without User Notification represents the % of tickets closed after 7 days because the end user never provided a feedback after the resolution.
Resolution SLA
This is the IS Applications engagement for the global Support of Solvay users.
Only take into account the IS ticket subtypes : Access Management, Support, Incident Management, Project Hypercare. Tickets with a sub-type "Problem Management" are not considered in SLAs.
  • Resolution time :
    • SLA Target :
        • Access Management < 30 business hours
        • Support, Incident Management, Project Hypercare Score : < 80 business hours
    • % Tickets for which the SLA is achieved (target : 80%)
    • Average Resolution time
    • SLA Score by Level, Partner priority or IS Process
      Please note that tickets with a sub-type "Problem Management" are not considered in SLAs.
Resolution
  • Resolution time
  • Age bucket
  • First Response Time
    • total cycle time between the creation date and the first response provided to the requester .
  • First contact resolution in business hours on active status
    • refers to the tickets that are only assigned to one group and the % vs the total of tickets
  • Tickets group step :
    • measures the average number of groups assigned to an IS ticket, and the average number of assignations.
      L0 contact center is excluded as they are not responsible for solving tickets

Sources

Freshdesk

Refresh frequency
Daily

Specific Dimensions

  • Priority
  • Process
  • Sub Process
  • Category
  • Team (mapping on Process groups) : last team assigned to the ticket
  • Level
  • Group
  • Source
  • Historical Team
  • Historical Level
  • Historical Group

Scope

  • Current year
  • Y-1

Not able to find the solution? Contact SBS Support.

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1 Comment

  1. Sophie Maillet

    Tickets that have a sub-type "Problem Management" are not considered in SLAs.