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.

Elearning Related Services Overall Ticket Volume

Elearning Related Services – Incidents and SLT Performance

Elearning Related Services – Service Requests

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: