ITIL V3 Framework Helpdesk Management.
Enterprise Application Operations.
Infrastructure Operations (Systems, Storage & Network) .
SLA Management & Reporting .
Incident & Problem Management, Runbook Automation, Root Cause Analysis
Configuration & Change Management
Security Management – Event Monitoring & Remediation
Patch Management – Any OS.
Performance & Capacity Management
High Availability, DR Planning & Recovery
Governance and Optimizations, Knowledge base Management
The average time taken by the agent to provide first response to a ticket
Total time taken to resolve tickets during the selected time period divided by the number of tickets resolved in the selected time period.
Number of tickets resolved after the first contact made by the customer divided by the total number of tickets resolved in the selected time
% of Number of tickets resolved within the SLA divided by the total number of tickets resolved during the selected time period.
The number of tickets reopened during the selected time period.
The number of tickets created or resolved during the selected time period.