Measuring Service Delivery: MiWorkspace Key Performance Indicators (KPIs)

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