KPI Owner

Marcio Silva - SLA Infrastructure Compliance
Adrinée Favée - IS Solvay Costs versus Group Revenue, IS Solvay Costs per FTE


SBS Decision & Piloting Solutions Team

WW Solutions:
  • Marie-Line Ardito
Regional Animator:
  • Stephane Bourgeaud-Lignot/Emma Glasson (EMEA)
  • Karina Tsuji (LATAM & NAM)
  • Lilian Cheong (APAC)

General Description

There are 2 sections in this page:
  • Service Effectiveness - measuring the SLA Infrastructure compliance and percentage achieved
  • Service Costs - measuring Solvay IS costs versus Group Revenue, IS costs per FTE, Printing costs, mobile costs and applications licenses

Target Users

  • SBS Management Committee
  • SBS Service Line - IS
  • IS Partnership
  • Site Buyer

Authorization & Rights

Request for accesses
Access form

Sources

SLA Infrastructure Compliance & SLA Infrastructure Achieved

Manual file:
https://doc.google.com/spreadsheets/d/1gMoAqu2ote_1L9Q1JQnZ1DwHSFPBq26ZeTrv9EDHgbA/edit#gid=55
Salesforces
Incident Resolution <12H = Incident table
End User request <5days = change request table
End User Satisfaction = Survey table
Refresh frequency
Daily

Sources

IS Costs vs Group Revenue

BW (IS Costs):
BW_QRY_MPR_FC001_RBS_0022


Revenue:
QV_SBS_KPI_CA
Refresh frequency
Monthly

Sources

IS Costs per FTE

BW (IS Costs):
BW_QRY_MPR_FC001_RBS_0022
BW Filters:
2-FUNCTION
- ZCBS-FSIS (SBS Digital & IT) : ALL
- ZCBS-FGG (SBS Transversal) :
 3-SubFunction Grouping
- ZFGGRS (SBS Info Risks & Security)
- ZFGGUC (User Solution & Change, Cust)
- ZCBS-SFI (SBS – SL Finance) : ZSFIISP (SL – FIN – IS, Simp & PP)
- ZCBS-SHR (SBS – SL HR) : ZSHRIS (SL – HR-IS)
- ZCBS-SPU (SBS – SL PUR) : ZSPURD (SL PUR – Design & IS)
- ZCBS-SPM (SBS – SL PROJ MGT) : ALL
- ZCBS-PRJ (SBS – Project Costs) : ALL
- ZCBS-TSA (SBS – TSA & Rebilling) : ZTSAVAR (Various Billing)
FTE (Active):
QVHR_ZPA_C01_F_Q0027
Refresh frequency
Monthly

Sources

Total costs of printers consumption

Paolo Armato : Manual Source
Sum of Print consumption in EUR

Sources

SAP Users

Biancamaria Becchino : Manual source
# distinct of SAP ID (MSKEYVALUE)

Sources

Total costs of voice mobile consumption

Fabio Zattarin, TEM: Process details
Mobile cost only. Update Monthly with 2 months delay

Sources

CRM Licences

Sales Force. Contact Rachel Singer
# distinct of CRM ID split by Core CRM and SPP CRM

Sources

Qlik Accesses

Eric Fournel
# distinct of Qlik User ID split by QlikView and QlikSense

Scope

  • Current year
  • Y-1

Not able to find the solution? Contact SBS Support.

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