SerioMetricsCompanion
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Transcript of SerioMetricsCompanion
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Outstanding at end of week 4 56
Logged Resolved
Week 5 67 60 63
Week 6 54 10 107
Week 7 70 74 103
Week 8 72 70 105
Week 9 65 34 136
Week 10 71 80 127
Week 11 65 65 127
Week 12 60 58 129
Week 13 43 32 140
Week 14 56 59137
Week 15 68 69 136
Week 16 70 90 116
About this chart: It's a simple plot of tickets logged against resolved, on a week-by-week basis.The line charts show the balance - the changing number of outstanding tickets you have.
CumulativeBacklog
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ged vs Resolved
tive Backlog Linear Regression forCumulative Backlog
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Opening Balance 41 Opening Balance 22 Opening Balance
Incidents Service Requests Problems
Logged Resolveds Outstanding Logged Resolveds Outstanding Logged Resolved
Week 4 56 62 35 34 38 18 12 9
Week 5 56 62 29 21 20 19 9 10
Week 6 62 51 40 23 25 17 7 8
Week 7 56 62 34 34 34 17 6 7
Week 8 65 56 43 31 35 13 10 11
Week 9 75 62 56 35 20 28 11 10
Week 10 56 52 60 21 19 30 12 10
About this chart: It shows a week-by-week plot of different ITIL ticket types, and the balance of loggedagainst resolved for the week. Generally speaking, you're looking for the trend to be at least horizontalor declining.
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Logged vs. Resolved : Incidents, Service Reqs, Problems, C
Incidents Outstanding Service Requests Outstanding Problems Outstanding C
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11 Opening Balance 16
Changes
s Outstanding Logged Resolved s Outstanding
14 23 23 16
13 17 18 15
12 18 17 16
11 19 18 17
10 20 17 20
11 21 22 19
13 22 23 18
Week 9 Week 10
hanges
hanges Outstanding
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Target
Week 4 56 12 21.4 55
Week 5 60 18 30.0 55
Week 6 62 18 43.0 55
Week 7 57 21 36.8 55
Week 8 63 26 41.3 55
This is a graph showing your first time fix rate, something often used as a measure of the efficiency ofthe Helpdesk or Service Desk.A first time fix definition varies, but it's generally along the lines of 'fixed on or before the call ended' andis closely linked to telephone-based support, or support using live internet based chat utilities.
TotalResolved
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Week 6 Week 7 Week 8
ix Rate (%age)
Linear Regressionfor %age 1st TimeFix
Target
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Hour of the day (HH) Avg. No. of Rings
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Hour of the day (HH) Call Abandonment
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These graphs show the Average number of Rings before answer for incoming calls, and the call abandonmentThe number of rings is importants because it can show if customers are being kept waiting for a response.The Abandonment rate is linked to the number of rings (usually) because it's the number of times a customer hphone down before getting an answer.
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Call Abandon
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rate.
as put the
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Late >= 4 Hours
Week 4 320 289 4 27 90.31
Week 5 256 240 7 9 93.75
Week 6 290 288 0 2 99.31
Week 7 340 332 4 4 97.65
Week 8 342 328 5 9 95.91
Week 9 310 308 1 1 99.35
SLA Response Chart. This shows the number of SLA responses made, and shows the number that were late.into two groups: those that were within a four-hour interval after the target, and those that were more than 4 ho
Responses
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Response Late = 4 Hours
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1.250 8.438
2.734 3.516
0.000 0.690
1.176 1.176
1.462 2.632
0.323 0.323
The late Responses are broken downur late.
Late < 4 Hours
%age
Late >= 4 Hours
%age
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Priority Week Resolved
High Week 4 36 33
Medium Week 4 78 71
Low Week 4 37 37
High Week 5 32 32
Medium Week 5 69 60
Low Week 5 41 37
High Week 6 21 16
Medium Week 6 83 79
Low Week 6 44 40
High Week 7 38 31
Medium Week 7 69 60
Low Week 7 24 23
Week 4 91.7 91.0 100.0
Week 5 100.0 87.0 90.2
Week 6 76.2 95.2 90.9
Week 7 81.6 87.0 95.8
This chart shows a breakdown, week by week, of Incident resolution performance against targetbroken down by priority (for illustration purposes, I've used a simple High/Medium/Low priorityscheme.
Resolvedon Time
HighPriority%age OnTime
MediumPriority%age OnTime
LowPriority%age OnTime
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High Priority %age OnTime
Medium Priority %age OTime
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Week 6
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e By Week/Priority
n Low Priority %age OnTime
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Systen
eMail 176 0.0 100.00
Sales Order Processi 176 4.0 97.73
Accounts 176 0.0 100.00
Warehouse 176 1.5 99.15
Internet/Network 176 0.0 100.00
Dowtime Events
eMail
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7/1/2008 3.0Power Failure
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This chart allows you to make a simple representation of Availability (Uptime) for systems that you might run. Simplyuse the spreadsheet to record the length of each downtime event in the month, and the chart will automaticallyupdate.
Maxumum Up
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Uptime Percenta
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Dowtime Events
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8/2/2008 1.5 Net Failure
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Accounts Warehouse Internet/Network
100.00 99.15 100.00e by System July 2008
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