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

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 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 T Hel elp D Des esk k SL SLAs As July t throug ough S Septem ember er 2 2017 Customer Satisfaction Rating Call Resolution Rate 4.8 93.50% 4.66 100% 4.6 80% 70% Percentage 4.4 60% Scale 4.2 40% 4 4 20% 3.8 0% 3.6 SLA Standard SLA Actual SLA Standard SLA Actual Goal: Call resolution rate of greater than 70% Goal: +4.0 on a 5.0 scale Call Abandon Rate 10% 10% 8% 6.10% 6% 4% 2% 0% SLA Standard SLA Actual Goal: Less than 10% abandon rate

IT T Hel elp D Des esk k SL SLAs As July t throug ough S Septem ember er 2 2017 Average Speed to Answer <60 seconds Answer chats 100% 91.90% 70 90% 90% 60 60 80% 70% 50 Percentage 60% Seconds 40 50% 32.02 30 40% 30% 20 20% 10 10% 0% 0 SLA Standard SLA Actual SLA Standard SLA Actual Goal: Answer 90% of chats in less than 5 minutes Goal: Less than 60 seconds

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.

Norse T Tech Ba h Bar SLA July y - Septem ember ber 2 2017 Customer Satisfaction Rating 6 5 5 4 4 Scale 3 2 1 0 SLA Standard SLA Actual Goal: +4.0 on a 5.0 scale

Outage C e Commun unication S on 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.

Outage C e Commun unicate N e Notification S n Servi vice e Level el A Agreem eemen ent Jul uly t through S ough Septem ember ber 2017 2017 Outage Communication 100% 100% 83% 80% Percentage 60% 40% 20% 0% SLA Standard SLA Actual Goal: 100% of non-emergency maintenance communicated a minimum of two weeks

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.

Campus I Internet A t Acce ccess July t throug ough S Septem ember er 2 2017 Campus Internet Access 99.87% 99% 100% 90% 80% Percentage 70% 60% 50% SLA Standard SLA Actual Goal: Access greater than 99% of the time.

Building N Network ork Ser Servi vices es July t throug ough S Septem ember er 2 2017 Building Network Services 99.69% 99% 100% 90% 80% Percentage 70% 60% 50% SLA Standard SLA Actual Goal: Building Network services available 99%+ or greater.

Busines ness A Appl plication S on 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.

Cri ritical B Busi siness A ss Application Systems July t throug ough S Septem ember er 2 2017 Critical Business Applications 99.79% 100% 99% Percentage 90% SLA Standard SLA Actual Goal: Critical Business applications system availability 99% or greater

Busines ness A Appl plication on Syste tems ms July t throug ough S Septem ember er 2 2017 Business Applications system availability 99.77% 100% 95% 90% 80% Percentage 70% 60% 50% SLA Standard SLA Actual Goal: Business Application systems available 95% or greater

SLA SLA Metric 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%