{"id":1692,"date":"2017-08-24T11:34:24","date_gmt":"2017-08-24T11:34:24","guid":{"rendered":"http:\/\/blog.soton.ac.uk\/mle\/?p=1692"},"modified":"2017-08-24T11:34:24","modified_gmt":"2017-08-24T11:34:24","slug":"how-well-are-you-being-served-e-learning-services-ticket-resolution-stats-june-2017","status":"publish","type":"post","link":"https:\/\/blog.soton.ac.uk\/mle\/2017\/08\/24\/how-well-are-you-being-served-e-learning-services-ticket-resolution-stats-june-2017\/","title":{"rendered":"(How Well) Are You Being Served? E-Learning Services Ticket Resolution Stats &#8211; June 2017"},"content":{"rendered":"<p>iSolutions uses <a href=\"http:\/\/www.itil-officialsite.com\/WhatisITIL.aspx\" target=\"_blank\">ITIL<\/a> 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 <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. We have targets to resolve 90% of Incidents within a set target time measured in elapsed minutes.<\/p>\n<p><!--more-->Changes in our ticketing system have made it impossible to carry on reporting in a way consistent with our previous reports. \u00a0Now we report\u00a0separately on Incidents and Service Requests, and have stopped reporting on the Teaching Services category since categories are\u00a0no longer used to define Service Requests.<\/p>\n<p>Our report details e-learning related services. \u00a0 Service Requests no longer have SLAs. \u00a0 To try to give an impression\u00a0of quality we have elected to show the average time to complete for Service Requests.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1691\" src=\"http:\/\/blog.soton.ac.uk\/mle\/files\/2017\/08\/2017-06-ES-INC.png\" alt=\"\" width=\"736\" height=\"355\" srcset=\"https:\/\/blog.soton.ac.uk\/mle\/files\/2017\/08\/2017-06-ES-INC.png 736w, https:\/\/blog.soton.ac.uk\/mle\/files\/2017\/08\/2017-06-ES-INC-300x145.png 300w\" sizes=\"auto, (max-width: 736px) 100vw, 736px\" \/><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1690\" src=\"http:\/\/blog.soton.ac.uk\/mle\/files\/2017\/08\/2017-06-ES-SR.png\" alt=\"\" width=\"480\" height=\"313\" srcset=\"https:\/\/blog.soton.ac.uk\/mle\/files\/2017\/08\/2017-06-ES-SR.png 480w, https:\/\/blog.soton.ac.uk\/mle\/files\/2017\/08\/2017-06-ES-SR-300x196.png 300w\" sizes=\"auto, (max-width: 480px) 100vw, 480px\" \/><\/p>\n<p><strong>Incident<\/strong> 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","protected":false},"excerpt":{"rendered":"<p>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 [&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-1692","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\/1692","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=1692"}],"version-history":[{"count":2,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/posts\/1692\/revisions"}],"predecessor-version":[{"id":1695,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/posts\/1692\/revisions\/1695"}],"wp:attachment":[{"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/media?parent=1692"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/categories?post=1692"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/tags?post=1692"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}