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

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. • 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 IT Help lp Desk SLAs January ry through June 2017 Customer Satisfaction Rating Average Speed to Answer 4.5 4.6 80 60 4.4 60 Seconds 4.2 Scale 4 40 22.17 4 20 3.8 3.6 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 10% 10% 8% 5.41% 6% 4% 2% 0% SLA Standard SLA Actual Goal: Less than 10% abandon rate

IT IT Help lp Desk SLAs January ry through June 2017 Call Resolution Rate Answer Chats 94.2% 100% 100% 90% 98% 80% 95.47% 70% 96% 70% Percentage Percentage 94% 60% 50% 92% 90% 40% 90% 30% 88% 20% 86% 10% 0% 84% SLA Standard SLA Actual SLA Standard SLA Actual Goal: Answer 90% of chats in less than 5 minutes Goal: Call resolution rate of greater than 70%

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 - June 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 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 through June 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

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 through June 2017 Campus Internet Access 99.90% 99% 100% 90% 80% 70% Percentage 60% 50% 40% 30% 20% 10% 0% SLA Standard SLA Actual Goal: Access greater than 99% of the time.

Buil ilding Network Services January ry through June 2017 Building Network Services 99.60% 99% 100% 90% 80% 70% 60% Percentage 50% 40% 30% 20% 10% 0% 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 through June 2017 Critical Business Applications 99.16% 99% 100% 90% 80% 70% 60% Percentage 50% 40% 30% 20% 10% 0% SLA Standard SLA Actual Goal: Critical Business applications system availability 99% or greater

Busin iness Application Systems January ry through June 2017 Business Applications 99.96% 100% 95% 90% 80% 70% 60% Percentage 50% 40% 30% 20% 10% 0% SLA Standard SLA Actual Goal: Business Application systems available 95% or greater