{"id":1023,"date":"2015-02-03T10:14:00","date_gmt":"2015-02-03T10:14:00","guid":{"rendered":"http:\/\/blog.soton.ac.uk\/mle\/?p=1023"},"modified":"2015-02-03T10:15:18","modified_gmt":"2015-02-03T10:15:18","slug":"how-well-are-you-being-served-teaching-support-ticket-resolutions-stats-december-2014","status":"publish","type":"post","link":"https:\/\/blog.soton.ac.uk\/mle\/2015\/02\/03\/how-well-are-you-being-served-teaching-support-ticket-resolutions-stats-december-2014\/","title":{"rendered":"(How Well) Are You Being Served? Teaching Support Ticket Resolutions Stats &#8211; December 2014"},"content":{"rendered":"<p>iSolutions uses <a href=\"http:\/\/www.itil-officialsite.com\/WhatisITIL.aspx\" target=\"_blank\">ITIL<\/a>\u00a0processes as part of its Service Management. \u00a0We organise our processes in a way informed by ITIL, and provide reports on how well we met our stated aims. \u00a0The main way that our users interact with us is through the <a href=\"http:\/\/www.knowledgetransfer.net\/dictionary\/ITIL\/en\/Incident.htm\" target=\"_blank\">Incidents<\/a> and <a href=\"http:\/\/www.knowledgetransfer.net\/dictionary\/ITIL\/en\/Service_Request.htm\" target=\"_blank\">Service Requests<\/a> they raise via ServiceLine. \u00a0We have targets to resolve 90% of Service Requests and Incidents with a set target time measured in elapsed minutes.<\/p>\n<p><!--more-->The table below shows the services that fall under the Category of Teaching Support. \u00a0Not all of these are dealt with by the MLE team, for example AV, e-assignment, e-folio, and i-survey. \u00a0However we do collate and report on these statistics each month. \u00a0In the interests of openness with our users and customers the table below shows how many tickets we receive each month in each area, and how many are resolved within target. \u00a0The SLT score shows the percentage of tickets that are resolved within target.<\/p>\n<p><a href=\"http:\/\/blog.soton.ac.uk\/mle\/files\/2015\/02\/2014-12-Teaching_Services_SLT1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1025 size-large\" src=\"http:\/\/blog.soton.ac.uk\/mle\/files\/2015\/02\/2014-12-Teaching_Services_SLT1-648x1024.png\" alt=\"\" width=\"648\" height=\"1024\" srcset=\"https:\/\/blog.soton.ac.uk\/mle\/files\/2015\/02\/2014-12-Teaching_Services_SLT1-648x1024.png 648w, https:\/\/blog.soton.ac.uk\/mle\/files\/2015\/02\/2014-12-Teaching_Services_SLT1-190x300.png 190w, https:\/\/blog.soton.ac.uk\/mle\/files\/2015\/02\/2014-12-Teaching_Services_SLT1.png 905w\" sizes=\"auto, (max-width: 648px) 100vw, 648px\" \/><\/a><\/p>\n<p>You may ask &#8220;so what are the target times within which tickets are expected to be resolved&#8221;?<\/p>\n<p>Incident Service Level Targets are determined by Priority, which itself is determined by the following matrix based on Urgency and Impact:<\/p>\n<p><a href=\"http:\/\/blog.soton.ac.uk\/mle\/files\/2014\/10\/2014-Incident_SLTs.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-864\" src=\"http:\/\/blog.soton.ac.uk\/mle\/files\/2014\/10\/2014-Incident_SLTs.png\" alt=\"2014-Incident_SLTs\" width=\"782\" height=\"104\" srcset=\"https:\/\/blog.soton.ac.uk\/mle\/files\/2014\/10\/2014-Incident_SLTs.png 782w, https:\/\/blog.soton.ac.uk\/mle\/files\/2014\/10\/2014-Incident_SLTs-300x39.png 300w\" sizes=\"auto, (max-width: 782px) 100vw, 782px\" \/><\/a><\/p>\n<p>All service requests have the same standard SLT of 9.5 hours.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>iSolutions uses ITIL\u00a0processes as part of its Service Management. \u00a0We organise our processes in a way informed by ITIL, and provide reports on how well we met our stated aims. \u00a0The main way that our users interact with us is through the Incidents and Service Requests they raise via ServiceLine. \u00a0We have targets to resolve [&hellip;]<\/p>\n","protected":false},"author":75418,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[471603,471613,471604,471612,471614],"tags":[],"class_list":["post-1023","post","type-post","status-publish","format-standard","hentry","category-customer-service","category-incidents","category-itil","category-service-level-targets","category-service-requests","has-post-title","has-post-date","has-post-category","has-post-tag","has-post-comment","has-post-author"],"_links":{"self":[{"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/posts\/1023","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/users\/75418"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/comments?post=1023"}],"version-history":[{"count":1,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/posts\/1023\/revisions"}],"predecessor-version":[{"id":1026,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/posts\/1023\/revisions\/1026"}],"wp:attachment":[{"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/media?parent=1023"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/categories?post=1023"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/tags?post=1023"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}