Académique Documents
Professionnel Documents
Culture Documents
Unix 10 9 N/A
Database 31 26 N/A
Backup 7 7 N/A
LAN/WAN 20 20 N/A
Security 15 N/A NA
Voice 14 13 1
Total Number of
Remarks
WO Post Dated Pending
Last 3 Months This would measure the actual results for the prior 3 months (November’s report would b
for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
measure.
s/NOC
<=25
Avg. Speed of Answer 19 20
Seconds
* Currently we have no mechanism available to report the above menioned new SLA’s for Customer Care
inability to measure each of these new metric is mentioned below:
1) Response time to questions (time taken for the CC to respond back to emails/audix messages) – the on
would be to take the timestamp for the emails that arrives in the inbox and then correlate with the corresponding re
(there is no automated process between both the systems and manual tracking is not possible due to the number
month)
2) Clear documentation in tickets – this is again subjective, neither is there a definition, nor there is a measu
4) Mean Time to Respond (time taken by CC to provide a resolution to the customer or escalate the case) –
measure this would be the remedy timestamp, ticket created time and ticket assigned time. However, since the t
dynamic, it keeps changing when tickets get assigned to different teams throughout the life cycle of an incident; t
reported.
Volume Trend is the indicator of increased/decreased demand. For example, for Overall Network A
volume growing, shrinking or steady. For R/3 transactions, is the volume increasing,
Last 3 Months This would measure the actual results for the prior 3 months (November’s report would
for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicat
measure.
Care
3% 4% (↓)
21 20 (↑)
Last 3 Months
Measure Volume Trend Goal/Target
November
Citrix applications
Same 99.50% 99.92%
(SAP/WMS)
Within 2 Business
New Network Rights Request Increased 100%
Days of approval
Within 10 Business
New server Equipment Setup Same 100%
Days of receipt
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicators are defi
Remark
SLA Scorecard - UNIX
MTTR
is the indicator of increased/decreased demand. For example, for Overall Network Availa
Volume Trend volume growing, shrinking or steady. For R/3 transactions, is the volume increasing, de
This would measure the actual results for the prior 3 months (November’s report would be t
Last 3 Months for August, September and October).
getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicators
Performance Trend
measure.
ast 3 Months Performance
February
January Trend
Capacity Monitoring of
Tier 0, 1 and 2 TBD N/A N/A
databases*
MTTR
Urgent N/A 1.13
4 Hrs
High 0.2 0.99
Medium 4.99 5.13
a) R/3 databases refer to the SAP arena which is not supported by us.
c) Nagios is the only reactive monitoring tool that we are currently using and not all databases are moni
This would measure the actual results for the prior 3 months (November’s report would
Last 3 Months for August, September and October).
getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicat
Performance Trend measure.
se
are:
atabase
and 2 databases
nd 2 databases
se Track because:
Volume is the indicator of increased/decreased demand. For example, for Overall Network Avail
Trend volume growing, shrinking or steady. For R/3 transactions, is the volume increasing, dec
Last 3 Months This would measure the actual results for the prior 3 months (November’s report would b
for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
measure.
p
is the indicator of increased/decreased demand. For example, for Overall Network Avail
Volume Trend volume growing, shrinking or steady. For R/3 transactions, is the volume increasing, dec
Last 3 Months This would measure the actual results for the prior 3 months (November’s report would b
results for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
each measure.
N
Last 3 Months
Measure Volume Trend Goal/Target
November
MAC Requests 100.00% 100.00%
MTTR
Urgent N/A
4 Hrs
High 2.93
Medium 41.83
Volume Trend is the indicator of increased/decreased demand. For example, for Overall N
volume growing, shrinking or steady. For R/3 transactions, is the volume inc
Last 3 Months This would measure the actual results for the prior 3 months (November’s repo
for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Gree
measure.
Voice
Volume Trend is the indicator of increased/decreased demand. For example, for Overall Network Av
volume growing, shrinking or steady. For R/3 transactions, is the volume increasing,
Last 3 Months This would measure the actual results for the prior 3 months (November’s report wou
results for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
measure.
y
MTTR
Urgent Increased 18 clock Hrs 5.54 5.97
Volume Trend is the indicator of increased/decreased demand. For example, for Overall Network Avail
volume growing, shrinking or steady. For R/3 transactions, is the volume increasing, dec
Last 3 Months This would measure the actual results for the prior 3 months (November’s report would b
for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
measure.
upport
MTTR
Urgent Decreased 18 clock Hrs 2.97 3.4
Volume Trend is the indicator of increased/decreased demand. For example, for Overall Network Avail
volume growing, shrinking or steady. For R/3 transactions, is the volume increasing, dec
Last 3 Months This would measure the actual results for the prior 3 months (November’s report would b
results for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
measure.
Management
MTTR
Urgent Same 18 clock Hrs N/A N/A
Volume Trend is the indicator of increased/decreased demand. For example, for Overall Network Avail
volume growing, shrinking or steady. For R/3 transactions, is the volume increasing, dec
Last 3 Months This would measure the actual results for the prior 3 months (November’s report would b
for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
measure.
Notes