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Warning

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

 

Process Owner

Christophe Pariset - IS Applications Support

IS Expert | D&PS Support

David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS
This page is based on all IS request Ticket Subtypes except "Corrective Maintenance" and "Evolution" unless otherwise mentionned.

 

 

Target Users

  • IS
  • CRM / BRM
  • Process Managers

SBS Support dashboard access

Please fill-in the access form.  

Indicators

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.
  • 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

Only take into account the IS ticket subtypes : Access Management, Support, Incident Management, Project Hypercare
  • 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

Resolution

  • Resolution time
  • Age bucket
  • 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 is the average number of groups assigned to an IS ticket, and the average number of assignations.

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

Not able to find the solution? Contact SBS Support.

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