THROUGHPUT L2/ L3 : All Service Areas

Activity by Reporting Period

P LE
M 900 120

SA 800
100

Created and Closed

700
Tickets Count

80
600

60
Legends Definition:
500

400
Backlog: Open tickets at
40
the start of the week
300
20
200 Created: Tickets created
0 during the week
100

0 -20 Closed: Tickets closed

Week 13 Week 14 Week 15 Week 16 Week 17 Week 18 Week 19 Week 20
during the week
Backlog 45 37 73 59 59 54 60 54
Created 786 712 630 581 650 603 696 620 Open: Open tickets at the
Closed 759 676 644 581 655 597 702 620
end of the week ( become
Open 72 73 59 59 54 60 54 54
Baseline 94 94 94 94 95 96 97 98
backlog for next week)
BMI 0.97 0.95 1.02 1.00 1.01 0.99 1.01 1.00
Open var -23% -22% -37% -37% -43% -38% -44% -45%

Analysis

Among 31 open tickets 4 Already Closed, 17 Work in Progress, 10 Not Started

Functional 23 Work in Progress

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 Defect Analysis Q2, 2008
2nd/3rd Level Escalations
P LE Tickets Resolved
M L3(Diverted to
SA L3 Escalated,
25, 8%
LCoE), 45, 6% L3, 17, 6%

L1-HD, 398,
48%

L2, 370, 46%

L2, 254, 86%

Functional Area Breakup for L2 Resolutions Functional Area Breakup For L3 Resolutions

GA, 7, 16% P2P, 1, 2%

P2P, 13, 4% Portal, 2, 1%
PA, 1, 2%
BW, 4, 9%

Security, 355,
95% SEM, 6, 13% HR, 26, 58%

Comments
 Productivity Gain
P LE Productivity Improvement
M
SA
5700 120.00
Productivity 2009
110.00
5200
100.00
Ticket Volume

Productivity
4700
90.00
Ticket Volum e 2009
Productivity 2008
80.00
4200

70.00
3700
60.00
Ticket Volum e 2008

3200 50.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Month

Ticket Volume 2008 Ticket Volume 2009 Product ivity 2008 Product ivit y 2009

Comments

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