| (ARCHIVE) 90% of ERP tickets assigned in the ITSM system are resolved within 5 days.ITS-Information Technology |
Analysis | |
Measure Definition & Importance |
This measurement will identify that any issues or requests affecting ERP Human Capital Management (HCM) and ERP Financials are resolved in a timely fashion. The tickets measured will be limited to Severity 1 and the time period will begin at the point where the ticket was assigned to the ERP team.
The 90% target is a desired state. This is a new measure and we will assess based on results.
90% of ERP tickets assigned in the ITSM system are resolved within 5 days. |
Service Areas |
Attachments |
Measure Data | Last Calculated a year ago |
| Period | | Status | Actual | Total # tickets resolved | # tickets resolved within 5 days | Overall Target | High Variance (FY Target) | Low Variance |
|---|---|---|---|---|---|---|---|---|
| Aug-16 |  | Monitoring/No Info | ||||||
| Q1-FY2017 |  | Insufficient Progress | 59.88% | 511.00 | 306.00 | 90.00% | 70.00% | |
| Q2-FY2017 | | Insufficient Progress | 55.92% | 304.00 | 170.00 | 90.00% | 70.00% | |
| Q3-FY2017 | | Insufficient Progress | 66.29% | 267.00 | 177.00 | 90.00% | 70.00% | |
| Q4-FY2017 | | Insufficient Progress | 69.26% | 244.00 | 169.00 | 90.00% | 70.00% | |
| Q1-FY2018 | | Insufficient Progress | 62.85% | 253.00 | 159.00 | 90.00% | 70.00% | |
| Q2-FY2018 |  | Lagging | 70.53% | 190.00 | 134.00 | 90.00% | 70.00% | |
| Q3-FY2018 | | Insufficient Progress | 64.36% | 188.00 | 121.00 | 90.00% | 70.00% | |
| Q4-FY2018 | | Lagging | 89.63% | 164.00 | 147.00 | 90.00% | 70.00% | |
| Q1-FY2019 |  | On Target | 95.21% | 167.00 | 159.00 | 90.00% | 70.00% | |
| Q2-FY2019 | | On Target | 95.43% | 175.00 | 167.00 | 90.00% | 70.00% | |
| Q3-FY2019 | | Monitoring/No Info | 90.00% | 70.00% | ||||
| Q4-FY2019 | | Monitoring/No Info | 90.00% | 70.00% | ||||
| Q1-FY2020 | | Monitoring/No Info | ||||||
| Q2-FY2020 | | Monitoring/No Info | ||||||
| Q3-FY2020 | | Monitoring/No Info | ||||||
| Q4-FY2020 | | Monitoring/No Info | ||||||
| Q1-FY2021 | | Monitoring/No Info | ||||||
| Q2-FY2021 | | Monitoring/No Info | ||||||
| Q3-FY2021 | | Monitoring/No Info | ||||||
| Q4-FY2021 | | Not Defined | ||||||
| Q1-FY2022 | | Not Defined | ||||||
| Q2-FY2022 | | Not Defined | ||||||
| Q3-FY2022 | | Not Defined | ||||||
| Q4-FY2022 | | Not Defined |
Data Source Details & Calculation Information |
(total # of Severity 1 ERP tickets resolved within 5 days of ticket assigned to ERP team/ total # of ERP Severity 1 tickets received during the quarter after assignment to ERP team)*100
Measure Type |
Target Type |
Measure ID |
456029