8/7/2019 SerioMetricsCompanion
1/16
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
Wee
k5
Wee
k6
Wee
k7
Wee
k8
Wee
k9
0
10
20
30
40
50
60
70
80
90
100
Log
Logged Resolved Cumul
8/7/2019 SerioMetricsCompanion
2/16
ek10
Wee
k11
Wee
k12
Wee
k13
Wee
k14
Wee
k15
Wee
k16
ged vs Resolved
tive Backlog Linear Regression forCumulative Backlog
8/7/2019 SerioMetricsCompanion
3/16
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.
Week 4 Week 5 Week 6 Week 7 Week 8
0
10
20
30
40
50
60
70
Logged vs. Resolved : Incidents, Service Reqs, Problems, C
Incidents Outstanding Service Requests Outstanding Problems Outstanding C
8/7/2019 SerioMetricsCompanion
4/16
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
8/7/2019 SerioMetricsCompanion
5/16
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
1st Time FixTotal
%age 1stTime Fix
Week 4 Week 5
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
100.0
1st Time
%age 1st Time Fix
8/7/2019 SerioMetricsCompanion
6/16
Week 6 Week 7 Week 8
ix Rate (%age)
Linear Regressionfor %age 1st TimeFix
Target
8/7/2019 SerioMetricsCompanion
7/16
Hour of the day (HH) Avg. No. of Rings
08:00 6
09:00 1
10:00 2
11:00 2
12:00 2
13:00 5
14:00 3
15:00 2
16:00 1
17:00 218:00 7
Hour of the day (HH) Call Abandonment
08:00 14
09:00 4
10:00 3
11:00 5
12:00 4
13:00 10
14:00 415:00 4
16:00 5
17:00 4
18:00 8
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.
08:0009:00
10:00
11:00
12:00
13:00
14:00
15:00
16:00
17:00
18:00
0 1 2 3 4
Avg. No. Of
Avg. No. of Rings
08:00
09:00
10:00
11:0012:00
13:00
14:00
15:00
16:00
17:00
18:00
0 2 4 6 8
Call Abandon
Call Aband
8/7/2019 SerioMetricsCompanion
8/16
rate.
as put the
5 6 7 8
ings
10 12 14 16
ment
onment
8/7/2019 SerioMetricsCompanion
9/16
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
Made
Reponses on
time
Response Late = 4 Hours
8/7/2019 SerioMetricsCompanion
10/16
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
80.000 90.000 100.000age
8/7/2019 SerioMetricsCompanion
11/16
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
Week 4
Week 5
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
100.0
SLA Resolutions On Ti
High Priority %age OnTime
Medium Priority %age OTime
8/7/2019 SerioMetricsCompanion
12/16
Week 6
Week 7
e By Week/Priority
n Low Priority %age OnTime
8/7/2019 SerioMetricsCompanion
13/16
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
Date Hours Comments
0.00.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Dowtime Events
Sales Order Processing
Date Hours Comments
7/1/2008 3.0Power Failure
7/2/2008 1.0 OS Crash
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Dowtime Events
Accounts
Date Hours Comments
0.0
0.0
0.0
0.0
0.0
0.0
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
Time PerMonth (Hours)
Total
Downtime(Hours)
%Age
Uptime
eMail Sales Order Processing
0.00
10.00
20.00
30.00
40.00
50.00
60.00
70.00
80.00
90.00
100.00100.00
97.73
Uptime Percenta
8/7/2019 SerioMetricsCompanion
14/16
0.0
0.0
0.0
0.0
Dowtime Events
WarehouseDate Hours Comments
8/2/2008 1.5 Net Failure
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Dowtime EventsInternet/Network
Date Hours Comments
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
8/7/2019 SerioMetricsCompanion
15/16
Accounts Warehouse Internet/Network
100.00 99.15 100.00e by System July 2008
8/7/2019 SerioMetricsCompanion
16/16