IS&T collects and reports on service metrics to help analyze trends and overall performance of services and service management processes. The reports below provide metrics on client satisfaction, incident resolution, and service availability. The client satisfaction metrics are based on your responses to ticket surveys. Thank you for any input you have provided. An incident is defined as any event which is not part of the standard operation of services and which causes, or may cause, an interruption or a reduction of the quality of the Service. Incident metrics are calculated based on the incidents resolved during a given month. A service request is a request from a client for more information, advice, a standard change, or access to a service.

IS&T April 2017

Incident Closure Trend

Priority Matrix and related SLA Service Level Targets

Incident Ticket Resolution Duration

Incident Ticket Resolution Duration

Incident Resolution Achieved SLA Rate

Incident Resolution Achieved SLA Rate