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OIT Performance Metrics: Service/Help Desk
Customer Service & Service Level Agreement

SLA Percent:
SLA is an acronym for Service Level Agreement - a measure of a service desk ability to resolve customer requests or tickets within a promised amount of time. The amount of time to respond is determined by the impact and urgency assigned to a ticket when it is opened by the call center. In the past 12 months the client technology meets or exceeds the SLA metrics an average of 91% of the time.

Satisfied or very Satisfied - Customer surveys:
When a call center help ticket is resolved, an email with a link to a customer satisfaction survey is sent to the customer. We have an average of 65% of our customers respond and the rolling 12 month average of satisfaction is 98%. According to the Help Desk Institute, the national average of customer satisfaction is much lower with a 74% average for government service desk operations.

Charts for Survey Responses and SLA

OIT Service Metrics Reporting - Summary page

Request/Contact Volume metrics
Resolution rates
Build Center metrics

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Page last modified: August 23, 2012