IT Metrics: CSF and KPI (2021) by Julie Judd https://padlet.com/jjudd20/p7l535gi2mpmslle What and How en-us 2021-03-16 03:54:29 UTC 2022-03-08 17:48:15 UTC hello@padlet.com https://padlet.net/icons/png/1f4c8.png Table 2 https://padlet.com/jjudd20/p7l535gi2mpmslle/wish/1454979993 Service: Device Repair
CSF: Ticket will be acknowledged and repaired (or escalated) within a one-business-day window from time of receipt.
KPI: # acknowledged and repaired/total tickets
# acknowledged and escalated/total tickets
# not acknowledged/total tickets

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Data:
60/100 = 60%
16/100 = 16%
24/100 = 24%
[Comments:]
Is one day a reasonable response for completing this task?]]> 2021-04-24 18:01:03 UTC https://padlet.com/jjudd20/p7l535gi2mpmslle/wish/1454979993 Table 1 https://padlet.com/jjudd20/p7l535gi2mpmslle/wish/1454980087 Service: Account Creation

CSF: Within 24 hours of entering HR/SIS systems, an account will be created in all systems and applications required to perform district function.

KPI:
# of accounts created across all system or applications within 24hrs *successfully*/total of created accounts

# of accounts created across all system or applications within 24hrs *unsuccessfully*/total of created accounts

*successfully= user able to login to all systems and applications needed for district function
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98/100 - 98%

2/100 - 2%


]]> 2021-04-24 18:01:09 UTC https://padlet.com/jjudd20/p7l535gi2mpmslle/wish/1454980087 Table 5 https://padlet.com/jjudd20/p7l535gi2mpmslle/wish/1454980128 Service: Home Connectivity tickets responded (request for hotspot or troubleshooting provided on hotspot)
CSF: IT responds to the ticket within 24 hours
KPI:
ticket responded to within 24 hrs / Total tickets received
ticket not responded to within 24 hrs / Total tickets received
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72/100 = 72% (example percentages)
28/100 = 28% (example percentages)

Editorial Comment:
Although a great percentage of tickets responded to 24 hours, there is a big percentage not responded. Evaluate those tickets to find out what is the reason for responding beyond 24 hours.

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Service: Home Connectivity tickets responded (request for hotspot or troubleshooting provided on hotspot)
CSF: Connectivity support delivered within 72 hours
KPI:
Connectivity support delivered within 72 hrs / Total tickets received
Connectivity support not delivered within 72 hrs / Total tickets received
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27/100 = 27% (example percentages)
36/100 = 36% (example percentages)

Editorial Comment:
We need to evaluate our internal processes and establish more 


]]> 2021-04-24 18:01:10 UTC https://padlet.com/jjudd20/p7l535gi2mpmslle/wish/1454980128 Table 4 https://padlet.com/jjudd20/p7l535gi2mpmslle/wish/1454980153 Service: Chromebook Device Repair

CSF: Once the chromebook is received in the hands of the technician, device will be repaired within 3 hrs

KPI:  Based on changed status of ticket, within 24hrs of repair, device will be returned to school site.



]]> 2021-04-24 18:01:11 UTC https://padlet.com/jjudd20/p7l535gi2mpmslle/wish/1454980153 Table 3 https://padlet.com/jjudd20/p7l535gi2mpmslle/wish/1454980178 Service: SIS integration for rostering

CSF: Users have accurate access to appropriate platforms.

KPI: # of tickets for modification of platform access.

# of new accounts created within 24 hours of entry into management database.
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< 20 modification tickets per month
98% of new accounts created within 24 hours of entry into management database

]]> 2021-04-24 18:01:12 UTC https://padlet.com/jjudd20/p7l535gi2mpmslle/wish/1454980178