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