January March 2019 April 15, 2019 Help Desk SLA The IT Help Desk - - PowerPoint PPT Presentation

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Mar 19, 2024 109 likes •262 views

IT IT Service Le Level Agreement In Information January March 2019 April 15, 2019 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 – March 2019

April 15, 2019

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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 thru March 2019

4 4.79 3.5 4 4.5 5 SLA Standard SLA Actual

Scale Goal: +4.0 on a 5.0 scale

Customer Satisfaction Rating

60 26.8 20 40 60 80 SLA Standard SLA Actual

Seconds Goal: Less than 60 seconds

Average Speed to Answer

10% 3.63% 0% 2% 4% 6% 8% 10% 12% SLA Standard SLA Actual

Percentage Goal: Less than 10% abandon rate

Call Abandon Rate

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IT IT Help lp Desk SLAs January ry thru March 2019

70% 96.37% 0% 20% 40% 60% 80% 100% 120% SLA Standard SLA Actual

Percentage Goal: Call resolution rate of greater than 70%

Call Resolution Rate

90% 95.87% 87% 88% 89% 90% 91% 92% 93% 94% 95% 96% 97% SLA Standard SLA Actual

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

Answer chats

SLIDE 5

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 thru March 2019

4 4.875 1 2 3 4 5 6 SLA Standard SLA Actual

Scale Goal: Customer satisfaction 4.0 or greater

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 thru March 2019

100% 67% 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 thru March 2019

99% 99.96% 70% 75% 80% 85% 90% 95% 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 thru March 2019

99% 99.89% 70% 75% 80% 85% 90% 95% 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 thru March 2019

99% 99.99% 70% 75% 80% 85% 90% 95% 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 thru March 2019

95% 99.98% 70% 75% 80% 85% 90% 95% 100% SLA Standard SLA Actual

Percentage Goal: Business application systems available 95% or greater

Business Applications System Availability