January June 2017 June 12 th , 2017 Help Desk SLA The IT Help Desk - - PowerPoint PPT Presentation

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Sep 22, 2023 222 likes •371 views

IT IT Service Le Level Agreement In Information January June 2017 June 12 th , 2017 Help Desk SLA The IT Help Desk has the following Service Level Agreement standards: Customer Satisfaction is 4.0 or greater on a 5.0 scale.

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IT IT Service Le Level Agreement In Information January – June 2017

June 12th, 2017

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Help Desk 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 IT Help lp Desk SLAs January ry through June 2017

60 22.17 20 40 60 80 SLA Standard SLA Actual

Seconds Goal: Less than 60 seconds

Average Speed to Answer

10% 5.41% 0% 2% 4% 6% 8% 10% SLA Standard SLA Actual

Goal: Less than 10% abandon rate

Call Abandon Rate

4 4.5 3.6 3.8 4 4.2 4.4 4.6 SLA Standard SLA Actual

Scale Goal: +4.0 on a 5.0 scale

Customer Satisfaction Rating

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IT IT Help lp Desk SLAs January ry through June 2017

90% 95.47% 84% 86% 88% 90% 92% 94% 96% 98% 100% SLA Standard SLA Actual

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

Answer Chats

70% 94.2% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% SLA Standard SLA Actual

Percentage Goal: Call resolution rate of greater than 70%

Call Resolution Rate

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Norse Tech Bar Service Level Agreement

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 Tech Bar SLA January ry - June 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 Communication Service Level Agreement

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 Communicate Notification Service Level Agreement January ry through June 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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Network Team Service Level Agreement

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 In Internet Access January ry through June 2017

99% 99.90% 0% 10% 20% 30% 40% 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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Buil ilding Network Services January ry through June 2017

99% 99.60% 0% 10% 20% 30% 40% 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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Busin iness Application System Service Level Agreement

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 Business Application Systems January ry through June 2017

99% 99.16% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% SLA Standard SLA Actual

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

Critical Business Applications

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Busin iness Application Systems January ry through June 2017

95% 99.96% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% SLA Standard SLA Actual

Percentage Goal: Business Application systems available 95% or greater

Business Applications