{"id":1894,"date":"2018-09-03T10:51:53","date_gmt":"2018-09-03T10:51:53","guid":{"rendered":"http:\/\/blog.soton.ac.uk\/mle\/?p=1894"},"modified":"2018-09-03T10:51:53","modified_gmt":"2018-09-03T10:51:53","slug":"how-well-are-you-being-served-e-learning-services-ticket-resolution-stats-july-2018","status":"publish","type":"post","link":"https:\/\/blog.soton.ac.uk\/mle\/2018\/09\/03\/how-well-are-you-being-served-e-learning-services-ticket-resolution-stats-july-2018\/","title":{"rendered":"(How Well) Are You Being Served? E-Learning Services Ticket Resolution Stats – July 2018"},"content":{"rendered":"

iSolutions uses 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 Incidents<\/a> and 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

Elearning Related Services Overall Ticket Volume<\/h2>\n

\"\"<\/p>\n

Elearning Related Services – Incidents and SLT Performance<\/h2>\n

\"\"<\/p>\n

Elearning Related Services – Service Requests<\/h2>\n

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>\n

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>\n","protected":false},"excerpt":{"rendered":"

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 […]<\/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-1894","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\/1894","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=1894"}],"version-history":[{"count":1,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/posts\/1894\/revisions"}],"predecessor-version":[{"id":1898,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/posts\/1894\/revisions\/1898"}],"wp:attachment":[{"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/media?parent=1894"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/categories?post=1894"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/mle\/wp-json\/wp\/v2\/tags?post=1894"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}