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Metrics

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BSDIS Service Desk Call Volume
BSDIS Customer Satisfaction
Service Desk First call Resolution
Request Resolution Time
# entries in Global Address List (GAL)

BSDIS Service Desk Call Volume


1,835

 Number of calls answered last month by the BSDIS Service Desk.
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BSDIS Customer Satisfaction


88%

Target: 90%

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 Updated quarterly; results based on surveys sent as each request is closed.

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BSDIS Service Desk Resolution

Measures how often the BSDIS Service Desk can resolve an incident without referring it to another team, within the following timeframes:

49%

 Within one business hour.

57%

 Within one business day.

70%

 Regardless of overall request age.

Target: 65% of tickets resolved in first contact

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BSDIS Request Resolution

71%

Target: 75% of tickets resolved in less than 16 business hours

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Measures how quickly BSDIS resolves requests from the time they are created by the Service Desk to the time they are marked "Resolved". Updated monthly.

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# entries in the Global Address List (GAL)

over 9,000

Grand total number of contacts available in the Global Address List (GAL) after the Exchange migration (to be completed 3/2007).

6,938

 

Number of the total which are from UCH

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