iSolutions uses ITIL processes as part of its Service Management. We organise our processes in a way informed by ITIL, and provide reports on how well we met our stated aims. The main way that our users interact with us is through the Incidents and Service Requests they raise via ServiceLine. We have targets to resolve 90% of Incidents within a set target time measured in elapsed minutes.
Changes in our ticketing system have made it impossible to carry on reporting in a way consistent with our previous reports. Now we report separately on Incidents and Service Requests, and have stopped reporting on the Teaching Services category since categories are no longer used to define Service Requests.
Our report details e-learning related services. Service Requests no longer have SLAs. To try to give an impression of quality we have elected to show the average time to complete for Service Requests.
Incident Service Level Targets are determined by Priority, which itself is determined by the following matrix based on Urgency and Impact: