within agreed within Help Desk response times. The increased response times response targets percentage of incidents being handled within agreed response times shows an improvement in the effectiveness of the Incident Management process. Formula: # of incidents meeting SLA targets # of incidents Operational Frequency Objective Data Capture Reports Morning Report Daily Measure total number of tickets and number of unresolved Incident incidents and service requests. Detection and Recording Step 1.1 Open Ticket Aging Daily Measure open incident tickets by group and time open. Incident Report Resolution and Incident Closure Procedure Flows 1.5 and 1.7 Open Ticket Weekly Open tickets broken down by priority. Computing Summary & Detail Division Report Incident Resolution and Incident Closure Procedure flows 1.5 and 1.7 SLA SLA Category Requirement Measure Target Minimum Report Performance Repository Critical Data Priority Critical Time to < 2 hours 0.9 1.11 SharePoint Center server, Resolve (FCC)– Enstore system Incident events Resolution Critical Data Priority Critical Time to <8 hours 0.9 – 1.12 SharePoint Center Other Events Resolve (FCC)– resolution time Incident Resolution
within agreed response times within Help Desk response targets response times. The increased percentage of incidents being handled within agreed response times shows an improvement in the effectiveness of the Incident Management process. Formula: # of incidents meeting SLA targets # of incidents Operational Reports Frequency Objective Data Capture Morning Report Daily Measure total number of tickets and number of unresolved incidents and service requests. Incident Detection and Recording Step 1.1 Open Ticket Aging Report Daily Measure open incident tickets by group and time open. Incident Resolution and Incident Closure Procedure Flows 1.5 and 1.7 Open Ticket Summary & Detail Report Weekly Open tickets broken down by priority. Computing Division Incident Resolution and Incident Closure Procedure flows 1.5 and 1.7 SLA SLA Category Requirement Measure Target Minimum Performance Report Repository 1.11 Critical Data Center (FCC)– Incident Resolution Priority Critical server, Enstore system events Time to Resolve < 2 hours 0.9 SharePoint 1.12 Critical Data Center (FCC)– Incident Resolution Priority Critical – Other Events resolution time Time to Resolve <8 hours 0.9 SharePoint