| (ARCHIVE) % of ERP tickets assigned in the ITSM system are resolved within 10 daysITS-Information Technology |
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.
Analysis | |
% of ERP tickets assigned in the ITSM system are resolved within 10 days |
Service Areas |
Attachments |
Measure Data | Last Calculated a year ago |
| Period | | Status | % resolved on time | # Resolved on time | Total # resolved | Overall Target | High Variance (FY Target) | Low Variance |
|---|---|---|---|---|---|---|---|---|
| Aug-16 |  | Monitoring/No Info | ||||||
| Q1-FY2017 | | Monitoring/No Info | ||||||
| Q2-FY2017 | | Monitoring/No Info | ||||||
| Q3-FY2017 | | Monitoring/No Info | ||||||
| Q4-FY2017 | | Monitoring/No Info | ||||||
| Q1-FY2018 | | Monitoring/No Info | ||||||
| Q2-FY2018 | | Monitoring/No Info | ||||||
| Q3-FY2018 | | Monitoring/No Info | ||||||
| Q4-FY2018 | | Monitoring/No Info | 90.00 | 70.00 | ||||
| Q1-FY2019 |  | On Target | 95.21% | 159.00 | 167.00 | 90.00 | 70.00 | |
| Q2-FY2019 | | On Target | 95.43% | 167.00 | 175.00 | 90.00 | 70.00 | |
| Q3-FY2019 | | On Target | 94.16% | 145.00 | 154.00 | 90.00 | 70.00 | |
| Q4-FY2019 | | On Target | 95.24% | 140.00 | 147.00 | 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 10 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 |
683804