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Warning

title	WaringWarning

Please read our

disclamer

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

General Description

Based on All IS request Ticket type except Corrective Maintenance and Evolution.

Info
This page is based on all IS Ticket Subtypes except "Corrective Maintenance" and "Evolution" unless otherwise mentionned.

Info

icon	false
title	Target Users

IS
CRM / BRM
Process Managers

Info

icon	false
title	SBS 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

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

automaticaly

closed after 7 days

without

because the end

-user validation

user never provided a feedback after the resolution.

Resolution SLA

SLA Global Score : % of tickets within the Service Level Agreement

Info

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%)

and average resolution time (resolution date - creation date).

- 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 in business hours (and active status) or in total cycle

time

(resolution date - creation date)

Age bucket

in business hours (and active status).

"

First

response time" is the time before the first answer to the user. This KPI shows the support reactivity.

"First contact resolution" KPI is the part (%) of tickets that are solved with a unique answer, and the business hours (active status) resolution time for theses first-contact-resolved tickets.

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

"Tickets group step" is

- the average number of groups assigned to an IS ticket, and the average number of assignations.

Info

icon	false
title	Target Users

IS
CRM / BRM
Process Managers

Info

icon	false
title	SBS Support dashboard access

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

- 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

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Key

Christophe Pariset

- IS Applications Support

David Tonda

- IS

Stéphane Bourgeaud-Lignot

- D&PS

Based on All IS request Ticket type except Corrective Maintenance and Evolution.

This page is based on all IS Ticket Subtypes except "Corrective Maintenance" and "Evolution" unless otherwise mentionned.

IS

CRM / BRM

Process Managers

Please fill-in the access form.

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

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

Refresh frequency

Daily

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

Current year

Y-1