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

 

Christophe Pariset - IS Applications Support
Jordi Pujol - Processes Support
David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS

General Description


All the KPIs of this page are based on Process request Ticket and IS Tickets - regardless the ticket subtype. If you're wondering about business hours or active status, you can follow the links.

Volume & Evolution

  • Number of created, resolved and ongoing tickets, by month vs. previous month.
  • Trends of created, resolved and ongoing tickets, by month, calendar year, or GBU (on 12 rolling months).

Resolution Time

  • Average resolution times

User Satisfaction out of 5

  • The satisfaction is based on the results of the  'hot survey' available when tickets are closed. The average rating only takes into account the answers to the default question.

 

Support tickets means all the process tickets (they are all support) and IS Support tickets (excl. Corrective Maintenance and Evolution ticket types).

Resolved Tickets at current date

  • Resolution time in business hours ("resolution date"-"creation date", limited to active status time) and total cylcle time ("resolution date"-"creation date")
  • Age bucket in business hours (limited to active status time), for resolved tickets only.

Ongoing tickets at current date

  • Average ticket age, for ongoing tickets at the current date.
  • For ongoing tickets at current date, distribution between active status in groups (the ticket is currently handled : open, pending, transferred, reopen) and waiting tickets (need for more information, waiting for requester reply, waiting on third party, transferred to corrective maintenance, activities before closure). 

IS Change Tickets (right column)

IS Change tickets are those with "Corrective Maintenance" and "Evolution" ticket types. For the moment, the dashboard only shows Freshdesk data. SAP SolMan tickets are not included in this report.

Resolved Tickets at current date

  • Resolution time in business hours ("resolution date"-"creation date", limited to active status time) and total cylcle time ("resolution date"-"creation date")
  • Age bucket in business hours (limited to active status time), for resolved tickets only.

Ongoing tickets at current date

  • Average ticket age, for ongoing tickets at the current date.
  • For ongoing tickets at current date, distribution between active status in groups (the ticket is currently handled : open, pending, transferred, reopen) and waiting tickets (need for more information, waiting for requester reply, waiting on third party, transferred to corrective maintenance, activities before closure). 

 

 

  • IS
  • CRM / BRM
  • Processes Managers
To get an access to the SBS Support dashboard, please fill-in the access form.  
You can see the "data calculation & filters" table by following this link (Google Spreadsheet).

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