| Average # of days to close helpdesk tickets (department wide)FMS-Financial Mgmt Services |
Measure Definition & Importance |
A key metric in assessing the performance of the Finance Systems Support group within Financial Management Services is the closure (completion) of helpdesk tickets assigned to the Finance Systems Support personnel (Senior IT Business Planners). Helpdesk tickets are support tickets entered into the City’s helpdesk ticket tracking system relating to end user support. Helpdesk tickets generally relate to normal day-to-day issues/problems that are able to be completed in three business days. An acceptable level of performance for this KPI metric is defined by the completion of helpdesk tickets within three business days from the time the ticket was entered into the City’s helpdesk ticket tracking system.
Analysis | |
Average # of days to close helpdesk tickets (department wide) |
Service Areas |
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FMS.1.4 Customer Satisfaction & Support
FMS-Financial Mgmt Services
Attachments |
Measure Data | Last Calculated 11 days ago |
| Period |  | Status | Average # of days to close helpdesk tickets | # of days open | # of helpdesk tickets | Overall Target | High Variance (FY Target) | Low Variance |
|---|---|---|---|---|---|---|---|---|
| Oct-18 | | On Target | 5.48 | 7,179.00 | 1,310.00 | 3.00 | 3.00 | 3.00 |
| Nov-18 | | On Target | 5.23 | 5,002.00 | 957.00 | 3.00 | 3.00 | 3.00 |
| Dec-18 | | On Target | 3.79 | 3,194.00 | 843.00 | 3.00 | 3.00 | 3.00 |
| Jan-19 | | On Target | 5.38 | 5,203.00 | 968.00 | 3.00 | 3.00 | 3.00 |
| Feb-19 | | On Target | 13.44 | 13,250.00 | 986.00 | 3.00 | 3.00 | 3.00 |
| Mar-19 | | On Target | 8.93 | 5,286.00 | 592.00 | 3.00 | 3.00 | 3.00 |
| Apr-19 | | On Target | 5.79 | 2,300.00 | 397.00 | 3.00 | 3.00 | 3.00 |
| May-19 | | On Target | 5.36 | 1,845.00 | 344.00 | 3.00 | 3.00 | 3.00 |
| Jun-19 | | On Target | 3.97 | 1,859.00 | 468.00 | 3.00 | 3.00 | 3.00 |
| Jul-19 | | On Target | 3.99 | 1,686.00 | 423.00 | 3.00 | 3.00 | 3.00 |
| Aug-19 | | On Target | 4.79 | 3,653.00 | 762.00 | 3.00 | 3.00 | 3.00 |
| Sep-19 | | On Target | 3.16 | 1,516.00 | 479.00 | 3.00 | 3.00 | 3.00 |
| Oct-19 |  | Insufficient Progress | 2.68 | 1,009.00 | 376.00 | 3.00 | 3.00 | 3.00 |
| Nov-19 | | On Target | 3.86 | 1,335.00 | 346.00 | 3.00 | 3.00 | 3.00 |
| Dec-19 | | Insufficient Progress | 2.85 | 719.00 | 252.00 | 3.00 | 3.00 | 3.00 |
| Jan-20 | | Insufficient Progress | 1.85 | 487.00 | 263.00 | 3.00 | 3.00 | 3.00 |
| Feb-20 | | Insufficient Progress | 2.82 | 716.00 | 254.00 | 3.00 | 3.00 | 3.00 |
| Mar-20 | | Insufficient Progress | 1.73 | 399.00 | 230.00 | 3.00 | 3.00 | 3.00 |
| Apr-20 | | Insufficient Progress | 1.20 | 331.00 | 275.00 | 3.00 | 3.00 | 3.00 |
| May-20 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Jun-20 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Jul-20 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Aug-20 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Sep-20 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Oct-20 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Nov-20 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Dec-20 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Jan-21 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Feb-21 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Mar-21 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Apr-21 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| May-21 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Jun-21 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Jul-21 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Aug-21 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Sep-21 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Oct-21 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Nov-21 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Dec-21 | | Monitoring/No Info | 3.00 | 3.00 | 3.00 | |||
| Jan-22 | | Monitoring/No Info | ||||||
| Feb-22 | | Monitoring/No Info | ||||||
| Mar-22 | | Monitoring/No Info | ||||||
| Apr-22 | | Monitoring/No Info | ||||||
| May-22 | | Monitoring/No Info | ||||||
| Jun-22 | | Monitoring/No Info | ||||||
| Jul-22 | | Monitoring/No Info | ||||||
| Aug-22 | | Monitoring/No Info | ||||||
| Sep-22 | | Monitoring/No Info |
Data Source Details & Calculation Information |
Log into Ivanti and click on Incident at the top. Click on Report in the gray ribbon and then click on Tasks by Team. For Parameters, Team: ERP (Financials) and then date range and click View Report. You can export data in different formats, if needed.
For a specific month, Sum the Days Open column and divide by the Count of the Ticket Number
Performance Liaison |
| CH | Crystal Hinojosa (FMS - Financial Management services) |
Input Method |
Is this measure a KPI? |
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Comparative Data |
Performance Liaison Notes |
Administrator Notes |