February 2025

Comment:

• Incidents (support and corrective maintenance):
  • Big increase this of incident on reporting, again due to the Oficce 365 migration and the Analysis for Office macro not visible.
  • One old incident went back in the dashboard queue and we have diffiulty to close one Talend incident.
  • Resolution time is good.
• Work Orders and Service requests:
  • Small decrease of the incoming but no decrease on the backlog size due to the Hard freeze period.
  • Consequently, the age is growing a little bit.

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January 2025

Comment:

• Incidents (support and corrective maintenance):
  • Incident backlog still under control despite a pic of activity on reportring due to the migration to Office 365, the Analysis for Excel macro is not visible anymore.
• Work Orders and Service requests:
  • Our backloag size is growing slowly due to the hard frozen period, even if we observe an increase on the demand.
  • For service requests, the resolution time is below our target.

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December 2024

Comment:

• Incidents (support and corrective maintenance):
  • Incident backlog still under control.
• Work Orders and Service requests:
  • Strong decrease of the backlog thanks to the effort done at the end of the year to deliver changes before the frozen period.
  • The focus was on the oldest evolutions, reason why the resolution time increased a lot on Reporting and dashboarding allowing a decrease of the backlog age.

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November 2024

Comment:

• Incidents (support and corrective maintenance):
  • Strong decrease of the incoming (-30%) probably thanks to the actions taken on the monitoring and data load control.
  • This month, the global backlog reduced again
  • There is on 40 days old Talend incident we can't close, because the root cause is still under investigation
• Work Orders and Service requests:
  • As incident, a smaller incoming this month and despite this we were not able to decrease again the backlog size.
  • Even if the average age of the backlog is stable, the very old backlog for Dashboarding decresaed, so clearly old WO are in our radar to close them.
  • We start to observe the frozen period effect with demand which are stopped before to go in our backlog.

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