In May, the Service Management Team will be focussing on a single activity – looking into every incident that is about to breach its SLA.
There are six key reasons for us not being able to meet our standard five day SLA:
- Poor ticket management
- Issue is not an Incident (request or project)
- Lack of team resource
- Poor communications with the customer
- Lack of response from the customer (this is now automated)
- Activity time to fix is greater than 5 day SLA
I hope that you all recognise that with the possible exception of number 6, these reasons for breaches are within our control to manage.
What will we be doing? During May, if you have a ticket about to breach, we will review the ticket, and will be in contact to see if it is possible to resolve the ticket, or understand why it will breach. Following this work we will do further analysis on each and every breached ticket and will pull together recommendations and a service improvement plan.
Why are you only just doing this now? This is a continuation of the work we have all been doing to improve our services and improve the customer experience. In October 2015 we had over 1,300 tickets fail their SLA. Take a look at the graph below to see how far we have come in the last 2.5 years.
Is it possible that in May 2018 we will have less than 100 tickets failing their SLA?
