Service Levels
- https://jira.sacsewer.com/projects/ITSD/reports/custom/5/timescale/8 - this gives percentages of Helpdesk Response Time and Helpdesk Ticket Closure. (Starting in 7/2021)
- https://jira.sacsewer.com/projects/ITSD/reports/custom/1/timescale/8 - this gives created vs resolved counts
Helpdesk Response Time
2-hours response, 100% of the time during Business Hours
| Period | Pass | Fail | Actual % |
|---|---|---|---|
| 3/2022 | 91.1% | ||
| 2/2022 | 87.7% | ||
| 1/2022 | 99.5% | ||
| 12/2021 | 99% | ||
| 11/2021 | 100% | ||
| 10/2021 | 100% | ||
| 9/2021 | 100% | ||
| 8/2021 | 99.7% | ||
| 7/2021 | 100% | ||
| 6/2021 | 214 | 2 | 99% |
| 5/2021 | 171 | 0 | 100% |
| 4/2021 | 247 | 1 | 100% |
| 3/2021 | 204 | 1 | 100% |
| 2/2021 | 154 | 1 | 99% |
| 1/2021 | 196 | 1 | 99% |
| 12/2020 | 192 | 5 | 97% |
| 11/2020 | 166 | 2 | 99% |
| 10/2020 | 223 | 2 | 99% |
| 9/2020 | 252 | 3 | 98% |
| 8/2020 | 221 | 0 | 100% |
| 7/2020 | 219 | 3 | 99% |
Helpdesk Ticket Closure
4-hour Cumulative Closure, 80% of the time during Business Hours
| Period | Pass | Fail | Actual % |
|---|---|---|---|
| 3/2022 | 85.9% | ||
| 2/2022 | 85.4% | ||
| 1/2022 | 99.4% | ||
| 12/2021 | 99.5% | ||
| 11/2021 | 100% | ||
| 10/2021 | 100% | ||
| 9/2021 | 100% | ||
| 8/2021 | 98.1% | ||
| 7/2021 | 97% | ||
| 6/2021 | 211 | 0 | 100% |
| 5/2021 | 160 | 2 | 99% |
| 4/2021 | 237 | 0 | 100% |
| 3/2021 | 178 | 14 | 93% |
| 2/2021 | 141 | 2 | 98% |
| 1/2021 | 186 | 3 | 98% |
| 12/2020 | 179 | 9 | 97% |
| 11/2020 | 158 | 2 | 99% |
| 10/2020 | 207 | 4 | 98% |
| 9/2020 | 244 | 1 | 100% |
| 8/2020 | 213 | 2 | 99% |
| 7/2020 | 216 | 0 | 100% |
Customer Satisfaction
80% Satisfied Rating from Survey Respondents
| Period | Pass | Fail | Actual % |
|---|---|---|---|
| 3/2022 | 0 | 0 | 100% |
| 2/2022 | 4 | 0 | 100% |
| 1/2022 | 54 | 0 | 100% |
| 12/2021 | 58 | 2 | 97% |
| 11/2021 | 75 | 0 | 100% |
| 10/2021 | 44 | 0 | 100% |
| 9/2021 | 214 | 2 | 99% |
| 8/2021 | 40 | 0 | 100% |
| 7/2021 | 64 | 0 | 100% |
| 6/2021 | 64 | 0 | 100% |
| 5/2021 | 57 | 0 | 100% |
| 4/2021 | 63 | 1 | 100% |
| 3/2021 | 82 | 0 | 100% |
| 2/2021 | 54 | 0 | 96% |
| 1/2021 | 56 | 0 | 100% |
| 12/2020 | 72 | 0 | 100% |
| 11/2020 | 34 | 0 | 100% |
| 10/2020 | 56 | 6 | 90% |
| 9/2020 | 210 | 14 | 94% |
| 8/2020 | 105 | 7 | 94% |
| 7/2020 | 83 | 0 | 100% |