Track and analyze key service delivery metrics to ensure high-quality IT services, monitor SLA compliance, and identify opportunities for operational improvements across service categories.
Report Objective
Monitor and evaluate IT service delivery performance across incident management, request fulfillment, and project delivery, with focus on service level agreements (SLAs), customer satisfaction, and operational efficiency metrics to drive continuous service improvement.
Service Level Agreement (SLA) Performance
Line chart showing SLA compliance trends by service category
Questions to Consider:
How are we trending on SLA compliance across different service categories?
Which service types show consistent challenges in meeting SLAs?
What is the correlation between ticket volume and SLA performance?
Are there specific teams or service areas requiring additional support?
Which service categories consistently meet SLA targets?
Are there seasonal patterns in SLA performance?
How do different service categories compare in maintaining SLA compliance?
Is there a clear relationship between volume and SLA compliance?
Which service categories maintain performance under high volume?
What ticket volume threshold impacts service quality?
Incident Resolution and Customer Satisfaction
Bar charts comparing resolution times and satisfaction scores
Questions to Consider:
What is the distribution of incident resolution times?
How does customer satisfaction correlate with resolution speed?
Are there patterns in incident categories that impact satisfaction?
Which service categories receive the highest customer ratings?
How has resolution time trended over the past year?
Are we meeting target resolution times?
What factors contribute to longer resolution times?
How stable are customer satisfaction scores?
What drives changes in satisfaction scores?
Are there correlations with other service metrics?
Resource Utilization and Efficiency
Scatter plot of resource allocation and service metrics
Questions to Consider:
How effectively are we utilizing our support resources?
What is the current workload distribution across teams?
Are there capacity constraints affecting service delivery?
How does resource utilization impact service quality?
Which teams are operating at optimal capacity?
How does workload distribution affect team performance?
Are there teams requiring additional resources?
Areas for Additional Focus
Analyze patterns in SLA breaches to identify systemic issues
Review resource allocation strategies for high-demand service categories
Evaluate ticket routing and escalation processes for efficiency
Assess training needs based on incident patterns and resolution times
Review customer feedback for service improvement opportunities
Analyze automation potential for common service requests
Evaluate knowledge base effectiveness for self-service success
Monitor project delivery timelines and resource constraints