Essex County Council’s journey to ITIL maturity - Louise John, Essex County Council
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Essex County Council’s journey to ITIL maturity
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Transcript of Essex County Council’s journey to ITIL maturity - Louise John, Essex County Council
Q4 2015 – resolved within targetPriority 1 incidents: 100% Priority 2 incidents: 93%Priority 3 incidents: 94% Standard service requests: 94%Positive customer feedback: 95%
Our departure point: Q2 2012Priority 1 incidents: 63% Priority 2 incidents: 83%Priority 3 incidents: 85% Standard service requests: 49%Positive customer feedback: 82%