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

The KPI within this page are based on Corrective Maintenance and Evolution IS Request, and on Freshdesk tickets only since SAP SolMan tickets are not included yet.

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 automatically closed after 7 days without end-user validation
  • Average time spent in "Transferred to Corrective Maintenance" status by a resolved ticket.

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
  • IS
  • CRM / BRM
  • Process 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