UK.EMC.1LS.

Operations

EMC Performance

Atos Origin CSDUK Reporting Tools & Automation Daresbury Court
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Percentage of Incident closed by First Time Fix

March 2008

Total Incidents Closed Incidents Closed by First Time Fix Percentage of calls closed

636 231 36.32%

Number of Incidents by Customer by Severity
March 2008 AtosOrigin.UK.SharedInfrastructure 2 3 Total AtosOrigin.UK.SMSSharedServices Blanks Total AtosOrigin.ZZ.ServiceManagementPlatfo rm 2 Blanks Total Capita Life and Pensions Services 2 4 5 Total Ceridian Centrefile 3 Total Electrocomponents 1 2 3 4 Total Givaudan 1 3 Total Johnson Service Group 1 1 1 2 2 2 1 7 8 62 11 2 75 2 2 143 178 6 3 330 7 36 43 1

March 2008 Johnson Service Group Blanks Total Liverpool Victoria Blanks Total National Farmers Union Mutual 2 3 4 5 Total Natural England 2 Total NetworkRail.RI 2 3 Total NHS.ChooseAndBook.Production 2 Total NXP Semiconductors 3 Total Rail Manche Finance Blanks Total Rail.Mainframe&Networks 3 Total VirginMobile 2 4 5 6 7 7 2 14 72 2 90 16 16 58 1 59 4 4 1 1 2 2 2 2 44 3

March 2008 VirginMobile Total 47

Total number

696

Number of Incidents by Customer by CI Element
March 2008 AtosOrigin.UK.SharedInfrastructure ADC-VTS01-VTS BBPNS90 Total AtosOrigin.UK.SMSSharedServices APO-LPAR Blanks Total AtosOrigin.ZZ.ServiceManagementPlatfo rm AUTOTICKETFAIL Blanks Total Capita Life and Pensions Services Blanks Capita.MVS Total Ceridian Centrefile UKADSSQL05 Total Electrocomponents backup01 ebsdb51 ebsdb52 ebsdb53 ebsdb54 ebsdb55 ebs-manu51prod hpos62prod itc-vcs51prod 1 1 2 1 1 2 4 4 8 10 65 75 2 2 11 3 2 10 3 9 2 2 2

March 2008 Electrocomponents ldap51prod parkb-sc0 parkb-sc1 spvcs51prod spvcs53prod tws51prod wappa-sc0 wbi-adap51prod wbi-db51prod wbi-msgb51prod Total Givaudan UKZSQDB1 UKZSQDB2 UKZSQDB4 UKZSQSDS1 UKZSQWB1 Total Johnson Service Group Blanks Total Liverpool Victoria Blanks Total National Farmers Union Mutual Blanks Total Natural England ACPG-M-NAS01 3 3 1 2 2 125 3 96 9 42 330 1 18 1 1 22 43 6 6 7 7 90 90 3

March 2008 Natural England ACPG-M-SIM01 ACPG-M-VMVC01 ACPG-P-DSTG01 ACPG-P-GENA01 ACPG-P-GEND01 ACPG-P-GIT01A Total NetworkRail.RI Batch.Application NRPFP01 OracleService RTSTNG01 Total NHS.ChooseAndBook.Production ACP-EBS-PR-HN21 ACP-EBS-PR-HN22 Total NXP Semiconductors ukhspsc1 Total Rail Manche Finance RMFPROD Total Rail.Mainframe&Networks CICS-TOP4CICS CICS-XDEVCICS Total VirginMobile MAILNODE1 SQLSVR3 3 1 2 2 2 3 16 53 4 1 1 59 2 2 4 1 1 2 2 1 1 2 8 1

March 2008 VirginMobile VMBC1P VMBC3P VMF15DOM1 VMF15DOM2 VMF15DOM3 VMF15DOM4 VMF15DOM5 VMSUN14 VMSUN40 Total 10 2 3 1 8 3 7 1 3 47

Total number

696

Incident Trend by Time
Total Alerts per Hour 00:00:00 to 00:59:59 01:00:00 to 01:59:59 02:00:00 to 02:59:59 03:00:00 to 03:59:59 04:00:00 to 04:59:59 05:00:00 to 05:59:59 06:00:00 to 06:59:59 07:00:00 to 07:59:59 08:00:00 to 08:59:59 09:00:00 to 09:59:59 10:00:00 to 10:59:59 11:00:00 to 11:59:59 12:00:00 to 12:59:59 13:00:00 to 13:59:59 14:00:00 to 14:59:59 15:00:00 to 15:59:59 16:00:00 to 16:59:59 17:00:00 to 17:59:59 18:00:00 to 18:59:59 19:00:00 to 19:59:59 20:00:00 to 20:59:59 21:00:00 to 21:59:59 22:00:00 to 22:59:59 23:00:00 to 23:59:59 Total 19 33 32 14 6 10 5 42 26 33 43 44 18 31 59 60 34 50 39 19 22 18 18 21 696