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

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. • 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.

IT Help IT lp Desk SLAs January ry thru March 2019 Customer Satisfaction Rating Average Speed to Answer 5 80 4.79 60 60 Seconds 4.5 Scale 40 4 26.8 4 20 3.5 0 SLA Standard SLA Actual SLA Standard SLA Actual Goal: +4.0 on a 5.0 scale Goal: Less than 60 seconds Call Abandon Rate 12% 10% 10% Percentage 8% 6% 3.63% 4% 2% 0% SLA Standard SLA Actual Goal: Less than 10% abandon rate

IT IT Help lp Desk SLAs January ry thru March 2019 Call Resolution Rate Answer chats 120% 97% 95.87% 96% 96.37% 100% 95% 94% 80% 70% Percentage Percentage 93% 60% 92% 91% 90% 40% 90% 89% 20% 88% 0% 87% SLA Standard SLA Actual SLA Standard SLA Actual Goal: Call resolution rate of greater than 70% Goal: Answer 90% of chats in less than 5 minutes

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.

Norse Tech Bar SLA January ry thru March 2019 Customer Satisfaction Rating 6 4.875 5 4 4 Scale 3 2 1 0 SLA Standard SLA Actual Goal: Customer satisfaction 4.0 or greater

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.

Outage Communicate Notification Service Level Agreement January ry thru March 2019 Outage Communication 100% 100% 80% 67% Percentage 60% 40% 20% 0% SLA Standard SLA Actual Goal: 100% of non-emergency maintenance communicated a minimum of two weeks

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.

Campus In Internet Access January ry thru March 2019 Campus Internet Access 99.96% 99% 100% 95% 90% Percentage 85% 80% 75% 70% SLA Standard SLA Actual Goal: Access greater than 99% of the time

Buil ilding Network Services January ry thru March 2019 Building Network Services 99.89% 99% 100% 95% 90% Percentage 85% 80% 75% 70% SLA Standard SLA Actual Goal: Building Network services available 99% or greater

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.

Cri ritical Business Application Systems January ry thru March 2019 Critical Business Applications 99.99% 99% 100% 95% 90% Percentage 85% 80% 75% 70% SLA Standard SLA Actual Goal: Critical Business applications system availability 99% or greater

Busin iness Application Systems January ry thru March 2019 Business Applications System Availability 99.98% 100% 95% 95% 90% Percentage 85% 80% 75% 70% SLA Standard SLA Actual Goal: Business application systems available 95% or greater