Warning

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

Process Owner

Christophe Pariset - IS Applications Support

IS Expert | D&PS Support

David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS

General Description

The KPIs of this page are based on all IS Ticket subtypes managed by Cap Gemini.
See detailed filters on each KPI definition.

Target Users

  • IS
  • CRM / BRM
  • Process Managers

SBS Support dashboard access

Please fill-in the access form.
Indicators
You can see the "data calculation & filters" table by following this link (Google Spreadsheet).
Volume & Evolution of Closed tickets
  • Number and % of tickets closed/resolved by Cap Gemini and number of tickets closed/resolved by Another (Internal & CGI Partners) by month vs. the previous month.
  • Trends and % of tickets resolved by Cap Gemini vs by Another (Internal & CGI Partners), by month, calendar year, or GBU (on 12 rolling months).

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

Not able to find the solution? Contact SBS Support.

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