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Volume & Evolution of Closed tickets

• Number and % of tickets closed/resolved by CGI and number of tickets closed/resolved by Another (Internal & Cap Gemini Partners) by month vs. the previous month.

• Trends and % of tickets resolved by CGI vs by Another (Internal & Cap Gemini Partners), by month, calendar year, or GBU (on 12 rolling months).

KPI - current month

• SLA for Access Management, Support, Incident Management, Corrective Maintenance, Project Hypercare :

  • The SLA measures the time in business hours on all active status between the ticket is tranfered to a CGI group until CGI resolve the ticket, based on the ticket priorization from P1 to P5

    Image Added

  • the color coding represents the % of tickets for which the SLA is achieved on the current month.

    Please note that tickets with a sub-type "Problem Management" are not considered in SLAs.
    

Quality

• User Satisfaction

  • The satisfaction is based on the results of the  'hot survey' available when tickets are closed.

  • SLA : >80% of results with a score >= 4

  • % of tickets for which the score is >= 4

  • the color coding represents the % of tickets for which the target is achieved on the current month

• Reoponed ticket or rejected solution

  • % of reopened vs total nb of Support tickets. The indicator measures the % of the tickets without a satisfying solution.

  • SLA : <=8% of reoponed tickets

  • % of reoponed tickets

  • the color coding represents the % of tickets for which the target is achieved on the current month
    
    

• Autonomous

  • Tickets closed by CGI without help from Solvay IS support during the resolution.

  • SLA : > 99% of autonomous tickets

  • % of autonomous tickets

  • the color coding represents the % of tickets for which the target is achieved on the current month

• Closed tickets without user notification

  • Tickets automatically closed after 7 calendar days by CGI if no validation from the user.

• Ticket groups steps

  • measures how many different groups have been assigned to the IS Ticket resolved by CGI from the creation date to the resolution date with the total number of assignations.

  Please note that tickets with a sub-type "Problem Management" are not considered in SLAs.