February 2025
Comment:
- Incidents (support and corrective maintenance):
- Big increase this of incident on reporting, again due to the Oficce 365 migration and the Analysis for Office macro not visible.
- One old incident went back in the dashboard queue and we have diffiulty to close one Talend incident.
- Resolution time is good.
- Work Orders and Service requests:
- Small decrease of the incoming but no decrease on the backlog size due to the Hard freeze period.
- Consequently, the age is growing a little bit.
January 2025
Comment:
- Incidents (support and corrective maintenance):
- Incident backlog still under control despite a pic of activity on reportring due to the migration to Office 365, the Analysis for Excel macro is not visible anymore.
- Work Orders and Service requests:
- Our backloag size is growing slowly due to the hard frozen period, even if we observe an increase on the demand.
- For service requests, the resolution time is below our target.
December 2024
Comment:
- Incidents (support and corrective maintenance):
- Incident backlog still under control.
- Work Orders and Service requests:
- Strong decrease of the backlog thanks to the effort done at the end of the year to deliver changes before the frozen period.
- The focus was on the oldest evolutions, reason why the resolution time increased a lot on Reporting and dashboarding allowing a decrease of the backlog age.
November 2024
Comment:
- Incidents (support and corrective maintenance):
- Strong decrease of the incoming (-30%) probably thanks to the actions taken on the monitoring and data load control.
- This month, the global backlog reduced again
- There is on 40 days old Talend incident we can't close, because the root cause is still under investigation
- Work Orders and Service requests:
- As incident, a smaller incoming this month and despite this we were not able to decrease again the backlog size.
- Even if the average age of the backlog is stable, the very old backlog for Dashboarding decresaed, so clearly old WO are in our radar to close them.
- We start to observe the frozen period effect with demand which are stopped before to go in our backlog.
October 2024
Comment:
- Incidents (support and corrective maintenance):
- Second month with an incident backlog under control and bellow the target thanks to new controls which have been put in place and allowed to reduce the number of the data quality issue.
- Work Orders and Service requests:
- A significant reduction of the work orders (-47) this month despite a normal month in the incoming.
- As a consequence and because we still have difficulties to close very old WO, the age has increased.
- Effort to close the oldest WO should continue
September 2024
Comment:
- Incidents (support and corrective maintenance):
- We reached a new record during this month with only 8 tickets in our backlog.
- The performance of the team was very good during this month.
- Strong incoming the last few days, but the situation is under control.
- Work Orders and Service requests:
- Again a strong incoming, especially in the service requests.
- Stabilization of the Reporting backloag and good improvement on Talend backlog size which is below the target for the first time, one or two old evolutions have to decrease the backlog age.
- Globaly, it is an improvement in the backlog size and age.
August 2024
Comment:
- Incidents (support and corrective maintenance):
- We reached a record at the end of this month with the lowest incident backlog we never had.
- Verry good performance from the Reporting team.
- Last attention point on dashbaording (Tableau and CG Calame) where we have 2 oold tickets.
- Work Orders and Service requests:
- For a summer monyh the incoming was still high and less tickets were closed compare to the incoming.
July 2024
Comment:
- Incidents (support and corrective maintenance):
- The incident backlog decreased again this month.
- Attention point is still about old tickets for Talend and Dashboarding
- Work Orders and Service requests:
- This month the backlog size decreased but the aging increased because we are not able to close the oldest tickets.
- Resolution time gobaly decreased thank to a big decrease on Reporting, for the rest it was an increase.
June 2024
Comment:
- Incidents (support and corrective maintenance):
- Incoming again decreases in June which allowed to continue to reduce the backlog and the resolution time as well. Our pain points are still dashboarding due to a CGI capacity. On Talend the difficulty is really to close the ticket.
- On Talend the situation has improved, the backlog is back under control but still aged, old tickets have been closed breaching the SLA.
- Work Orders and Service requests:
- Decrease due to the resolution of the key rotation
- Good resolution time this month but it is artificial because the backloog age has increased, so it means that old evolutions are not resolved.
May 2024
Comment:
- Incidents (support and corrective maintenance):
- Lower incoming in May which allowed to reduce the backlog and the resolution time as well. Still have difficulties with dashboarding due to a lack of capacity on CGI side.
- On Talend the situation has imrpoved, the backlog is back under control but still aged, old tickets have been closed breaching the SLA.
- Work Orders and Service requests:
- Big increase of the backlog due to the massive creation of GCP service request for key rotation.
- Number of old tickets were closed this month which provides a bad resolution time but allow to reduce the backlog age.
April 2024
Comment:
- Incidents (support and corrective maintenance):
- Still high incoming for dashboards, especially the last migrated ones.
- On Talend the bottleneck is still visible and the team has difficulty to absorb the incoming.
- On Reporting, situation is back under control
- Global SLA is a bit behind our target
- Work Orders and Service requests:
- Globally lower incoming and better delivery which conduct to a backlog reduction
- Once again, slownesses are concentrated on Dashboards and Talend
March 2024
Comment:
- Incidents:
- Incoming this month a bit higher than a nomal month, still due to the new dashboards and we don't have real tendence for Reporting.
- Performance to solve the ticket is not good so the backlog increased again but not the age.
- Aslo this month the global SLA is under the target due to the Analytics
- Work Orders and Service requests:
- Reporting continue to decrease for the 3 consecutive months
- At the opposite and without a higher incoming, the global backlog has increased due to several security alert on Analytics and Service requests for Talend move to prod.
February 2024
Comment:
- Incidents:
- Normal global incoming this month but a poor performance to solve them, so the backlog didn't decrease.
- Continue to increase for dashbaording and Talend, still link to thenew dashboards and the lack of motivation and skills in the dashboarding team.
- Work Orders and Service requests:
- Good decrease this month for Reporting (again) and Talend and we can see that old WO were closed because the age decreased as well.
- Even with a big incoming on GCP and Dataiku, the backlog is stable.
- Warning also on Dashbaording because the backlog increased, one agent was off during one week.
January 2024
Comment:
- Incidents:
- Still high incoming this month and especially on Dashboarding activity due to the release of the new Tableau and QlikSense dashboard migrated from QlikView.
- On Talend the backlog starts to grow due to the new dashbaords but also the difficulty to close the tickets.
- On Reporting even if the backloag is high, the team has maneged the incoming.
- SLA under to the expected level
- Work Orders and Service requests
- Again a good performance on Reporting and dashboarding where we can see the backlogs really decreasing.
- Strong incoming for Analytics with a lower delivery and the backlog increased, they are at 90% ervice requests.
December 2023
Comment:
- Incidents:
- Huge incoming this month with a good resolution rate for Reporting team who has closed more tickets than the incoming.
- Lower delivery in dashboarding tem which increase the backlog size this month.
- Still a very old incident on Dataiku which pollues the backlog age.
- SLAs were respected this month
- Work Orders:
- Incoming this month is back to normal but not the backlog size which is still very high even if we can observe a small decrease.
- Backlog age is very high, but it can be explained by the hard frozen period until Jan 21st.
November 2023
Comment:
- Due to PO2 preparation, a lot of changes have been done on BW authorizations and as a consequence a lot of incident and Service requests have been created.
- Incidents:
- Except for the Reporting where we have difficulties to absorbe the pick linked to PO2, for the rest, the backlog is under control.
- Still a very old incident on Dataiku which pollues the backlog age.
- SLAs were respected this month
- Work Orders:
- Exceptionnal incoming this month which downgrade again the backlog size and age.
- Number od solved Work Orders this month is good as wekk, at the same level of the backlog size.
October 2023
Comment:
- Incidents:
- The backlog size is under control, but we can observe a backlog age growing due to the difficulty to close solved incidents on Talend
- Even if there is progress on the very old Dataiku ticket, this one is not yet closed.
- SLAs were respected this month
- Work Orders:
- Backlog size and age have increased, this is the consequence of our request to decrease on Q4 30% of the capacity to deliver on Reporting and dashboarding.
September 2023
Comment:
- Incidents:
- Good performance on incident resolution except for dashboarding where we still have a backlog a bit higher than the target.
- Only one very old incident (Dataiku) penalize the backlog aging for the platform, and action has been taken to close this incident in October.
- On Talend 1 incident breached the SLA provinding an average lowaer than our target.
- Work Orders:
- Good decrease of the backlog for the reporting
- Degradation of the backlog age for all even if the resolution time is simproving.
August 2023
Comment: Backlog size back to normal but the resolution time has increased.
July 2023
Comment: Strong impact of PO2 this month especialy for the reporting applications. Still difficulties for Dataiku and Talend to close old incidents.
About Work Orders, the backlog size is improving but the delivery time not at all which impacts the backlog age.
June 2023
May 2023
April 2023
