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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
This page is based ...
The KPIs of this page are based on all IS Ticket subtypes managed by Cap Gemini.
See detailed filters on each KPI definition.




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


Info
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titleSBS Support dashboard access
To get an access to the SBS Support dashboard, please
Please fill-in the access form.
 



Indicators


Info
You can see the "data calculation & filters" table by following this link (Google Spreadsheet).
Volume & Evolution of Closed tickets
  • Number and % of tickets closed/resolved by Cap Gemini and number of tickets closed/resolved by Another (Internal & CGI Partners) by month vs. the previous month.
  • Trends and % of tickets resolved by Cap Gemini vs by Another (Internal & CGI Partners), by month, calendar year, or GBU (on 12 rolling months).


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