This information was emailed on August 25, 2015, to members of [email protected].
Measuring improvement of MiWorkspace service for our customers continues to be a priority for ITS. Data below identifies areas we track to improve or maintain service quality.
All data is from May - July 2015. Critical, high, moderate, and normal tickets are defined in the MiWorkspace SLE.
Response - Tickets worked on in the target time after the ticket is reported.
Actual - 89.9%
Goal - 90%
Response targets are:
- Critical - 10 minutes
- High - 20 minutes
- Moderate - 2 hours
- Normal - 4 hours
Dispatch - Tickets assigned to staff outside of the ITS Service Center in the target timeframe.
Actual - 88.9%
Goal - 90%
Dispatch targets are:
- Critical - 10 minutes
- High - 20 minutes
- Moderate - 1 hour
- Normal - 1 hour
Resolution - Tickets resolved in the target timeframe.
Actual - 91.3%
Goal - 90%
Resolution targets are:
- Critical - 4 hours
- High - 24 hours
- Moderate - 5 business days
- Normal - 10 business days
Customer Tickets - Portion of MiWorkspace customers who submitted tickets.
Incidents - 9%
Requests - 9%
Resolution by each tier
- 13% - Tier 1 (ITS Service Center)
- 73% - Tier 2 (Neighborhood IT)
- 14% - Tier 3 (Engineering teams and other ITS staff)
Incident Duration - Median length of time to resolve incident tickets.
- Critical - 0.4 hours
- High - 3.7 hours
- Moderate - 5.7 hours
- Normal - 4.6 hours