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


 


Info
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titleProcess Owner
Christophe Pariset
& Jordi Pujol
- IS Applications Support


Info
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titleIS Expert | D&PS Support
David Tonda
(
- IS
)
Stéphane Bourgeaud-Lignot
(
- D&PS
)



General Description

Info
The
KPI within
KPIs of this page are based on IS Corrective Maintenance and Evolution
IS Request, and on Freshdesk tickets only since SAP SolMan tickets are not included yet.
ticket subtypes

 

 

 

 


Info
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titleTarget Users
  • IS
  • CRM / BRM
  • Process Managers


Info
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titleSBS Support dashboard access
Please fill-in the access form.  



Indicators


Info
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.
Part of ticket resolved by
  • 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
automatically
  • closed
after
  •  after 7 days
without
  • because the end
-user validationAverage
  • user never provided a feedback after the resolution.
  • Time spent in "Transferred to CM" measures the average time spent in the status "Transferred to
Corrective Maintenance" status by a resolved ticket
  • CM" of resolved IS tickets.
 Resolution SLA
 
Only take into account the IS Corrective Maintenance ticket subtypes :
SLA Global Score : % of tickets within the Service Level Agreement
 
  • Resolution time :
    • SLA Target :
        • Corrective Maintenance < 80 business hoursGlobal
    • % Tickets for which the SLA is achieved (target : 80%)
and average resolution time (resolution date - creation date).
    • Average Resolution time
    • SLA Score
by
    •  by Level, Partner priority or IS Process
Info
iconfalse
titleTarget Users
  • IS
  • CRM / BRM
  • Process Managers
Info
iconfalse
titleSBS Support dashboard access
To get an access to the SBS Support dashboard, please fill-in the access form.  


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