July 1, , 2018 September 30, 2018 October 2018 Help Desk SLA The - - PowerPoint PPT Presentation

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IT IT Service Le Level Agreement In Information July 1, , 2018 September 30, 2018 October 2018 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

SLIDE 1

IT IT Service Le Level Agreement In Information July 1, , 2018 – September 30, 2018

October 2018

SLIDE 2

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.

SLIDE 3

IT IT Help lp Desk SLAs

Ju July 1, , 2018 – September 30, 2018

4 4.85 1 2 3 4 5 6 SLA Standard SLA Actual

Scale Goal: +4.0 on a 5.0 scale

Customer Satisfaction Rating

70% 95.29% 0% 20% 40% 60% 80% 100% 120% SLA Standard SLA Actual

Percentage Goal: Call resolution rate of greater than 70%

Call Resolution Rate

10% 4.70% 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 July 1, , 2018 – September 30, , 2018

60 23.93 10 20 30 40 50 60 70 SLA Standard SLA Actual

Seconds Goal: Less than 60 seconds

Average Speed to Answer

90% 97.77% 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

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 July 1, , 2018 – September 30, , 2018

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

Scale Goal: +4.0 on a 5.0 scale

Norse Tech Bar - 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 Ju

July ly 1, , 2018 – September 30, 2018

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 July 1, , 2018 – September 30, , 2018

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

July 1, , 2018 – September 30, 2018

99% 99.82% 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 July 1, , 2018 – September 30, , 2018

95% 99.99% 70% 75% 80% 85% 90% 95% 100% SLA Standard SLA Actual

Percentage Goal: Business application systems available 95% or greater

Business Applications System Availability

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Busin iness Application Systems July 1, , 2018 – September 30, , 2018

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