IT Ser ervice L e Level Agree eemen ent I Inform rmation Jul - - PowerPoint PPT Presentation

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IT Ser ervice L e Level Agree eemen ent I Inform rmation Jul - - PowerPoint PPT Presentation

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IT Ser ervice L e Level Agree eemen ent I Inform rmation Jul uly y Septembe ber 2 r 2017 October 13 th , 2017 Hel elp D Des esk SL SLA The IT Help Desk has the following Service Level Agreement standards: Customer

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IT Ser ervice L e Level Agree eemen ent I Inform rmation Jul uly y – Septembe ber 2 r 2017

October 13th, 2017

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Hel elp D Des esk SL SLA

  • The IT Help Desk has the following Service Level Agreement standards:
  • Customer Satisfaction is 4.0 or greater on a 5.0 scale.
  • Average speed to answer Help Desk phone calls is less than 60 seconds.
  • A call abandon rate of less than 10%.
  • A call resolution rate of more than 70%
  • Ninety percent of chats will be answered in less than 5 minutes.
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IT T Hel elp D Des esk k SL SLAs As July t throug

  • ugh S

Septem ember er 2 2017

10% 6.10% 0% 2% 4% 6% 8% 10% SLA Standard SLA Actual

Goal: Less than 10% abandon rate

Call Abandon Rate

4 4.66 3.6 3.8 4 4.2 4.4 4.6 4.8 SLA Standard SLA Actual

Scale Goal: +4.0 on a 5.0 scale

Customer Satisfaction Rating

70% 93.50% 0% 20% 40% 60% 80% 100% SLA Standard SLA Actual

Percentage Goal: Call resolution rate of greater than 70%

Call Resolution Rate

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IT T Hel elp D Des esk k SL SLAs As July t throug

  • ugh S

Septem ember er 2 2017

60 32.02 10 20 30 40 50 60 70 SLA Standard SLA Actual

Seconds Goal: Less than 60 seconds

Average Speed to Answer <60 seconds

90% 91.90% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% SLA Standard SLA Actual

Percentage Goal: Answer 90% of chats in less than 5 minutes

Answer chats

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Norse T e Tech B Bar Servi vice L e Level el A Agree eemen ent

  • The Norse Tech Bar has the following Service Level Agreement:
  • Customer Satisfaction is 4.0 or greater on a 5.0 scale.
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Norse T Tech Ba h Bar SLA July y - Septem ember ber 2 2017

4 5 1 2 3 4 5 6 SLA Standard SLA Actual

Scale Goal: +4.0 on a 5.0 scale

Customer Satisfaction Rating

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Outage C e Commun unication S

  • n Service Level A

Agreem eemen ent

  • The IT Communications group has the following Service Level Agreement:
  • A two week minimum notification for non-emergency related updates.
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Outage C e Commun unicate N e Notification S n Servi vice e Level el A Agreem eemen ent Jul uly t through S

  • ugh Septem

ember ber 2017 2017

100% 83% 0% 20% 40% 60% 80% 100% SLA Standard SLA Actual

Percentage Goal: 100% of non-emergency maintenance communicated a minimum of two weeks

Outage Communication

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Netw twork T Team S Service ce Le Level A Agr greement

  • The Network team has the following Service Level Agreement:
  • Campus Internet access is available greater than 99% of the time.
  • Building Network services is available greater than 99% of the time.
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Campus I Internet A t Acce ccess July t throug

  • ugh S

Septem ember er 2 2017

99% 99.87% 50% 60% 70% 80% 90% 100% SLA Standard SLA Actual

Percentage Goal: Access greater than 99% of the time.

Campus Internet Access

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Building N Network

  • rk Ser

Servi vices es July t throug

  • ugh S

Septem ember er 2 2017

99% 99.69% 50% 60% 70% 80% 90% 100% SLA Standard SLA Actual

Percentage Goal: Building Network services available 99%+ or greater.

Building Network Services

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Busines ness A Appl plication S

  • n System

em Service L e Level el A Agreem eement

  • The Server team has the following Service Level Agreements:
  • Critical business application system availability 99%+ of the time.
  • Business application system availability 95%+ of the time.
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Cri ritical B Busi siness A ss Application Systems July t throug

  • ugh S

Septem ember er 2 2017

99% 99.79% 90% 100% SLA Standard SLA Actual

Percentage Goal: Critical Business applications system availability 99% or greater

Critical Business Applications

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Busines ness A Appl plication

  • n Syste

tems ms July t throug

  • ugh S

Septem ember er 2 2017

95% 99.77% 50% 60% 70% 80% 90% 100% SLA Standard SLA Actual

Percentage Goal: Business Application systems available 95% or greater

Business Applications system availability

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SLA Metric SLA Standard SLA Actual Customer Satisfaction >= 4.0 on a 5.0 scale 4.00 4.7 SLA Standard SLA Actual Average Speed to Answer <60 seconds 60 32.02 SLA Standard SLA Actual Call Abandon Rate <10% 10% 6.10% SLA Standard SLA Actual Call Resolution Rate >=70% 70% 93.50% SLA Standard SLA Actual Answer chats < 5 minutes (90% efficiency) 90% 91.90% Customer Satisfaction Rating of >= 4.0 on a 5.0 scale 4 4.66 Planned maintenance: Two week minimum notification pre-maintenance for non-emergency related updates. 100% 100% Campus Internet Access >99% 99% 99.87% Building Network Services >99& 99% 99.69% Critical Business Applications system availability > 99% 99% 99.79%