Track and analyze service delivery performance metrics, SLA compliance, and incident management effectiveness across IT services and consulting operations. Focus on ticket resolution, response times, and service quality indicators to ensure optimal client satisfaction and operational efficiency.
Report Objective
Monitor and evaluate weekly service delivery performance across all IT service lines, focusing on SLA compliance, incident resolution efficiency, and customer satisfaction metrics. Identify trends, bottlenecks, and areas for process improvement to maintain high-quality service standards and client satisfaction.
SLA Compliance & Response Times
Time series analysis of SLA metrics and response times across service categories
Questions to Consider:
How are we performing against SLA targets across different priority levels?
What is the trend in average response and resolution times?
Are there specific service categories showing consistent SLA breaches?
What is the week-over-week trend in SLA compliance?
Are we consistently meeting our target compliance rate?
Which weeks showed notable deviations from the trend?
How are response times trending compared to SLA targets?
Are there any concerning spikes in response times?
What factors might be affecting response time performance?
Ticket Volume and Resolution Efficiency
Analysis of ticket volumes, backlog, and resolution rates
Questions to Consider:
What is the current ticket backlog and weekly resolution rate?
How is the distribution of tickets across different service categories?
Are there emerging patterns in incident types or complexity?
How is ticket volume trending week over week?
Are there any seasonal patterns in ticket volume?
Is the current staffing level adequate for the volume?
How efficient is our ticket resolution process?
Are there trends in resolution rates that need attention?
What is impacting our resolution efficiency?
Customer Satisfaction and Service Quality
Overview of customer satisfaction metrics and service quality indicators
Questions to Consider:
What is the trend in customer satisfaction scores?
Are there specific service areas receiving lower satisfaction ratings?
How does first-contact resolution rate impact satisfaction?
How satisfied are our customers with our service?
Are there any concerning trends in satisfaction scores?
What actions could improve customer satisfaction?
How effective are we at resolving issues on first contact?