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

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 resolved by a SOLVAY group vs. a Partner group
• % of tickets automaticaly closed after 7 days without end-user validation.

Resolution SLA

• SLA Global Score : % of tickets within the Service Level Agreement (target : 80%) and average resolution time (resolution date - creation date).
• SLA Score by Level, Partner priority or IS Process

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.
• "Tickets group step" is the average number of groups assigned to an IS ticket, and the average number of assignations.