Total Number of

Tracks Total Number of Work Orders WO

WO Completed Within
Completed
Agreed Scheduled Maint
Outside Maint
Window
Window

Windows 149 N/A N/A

Unix 10 9 N/A

Database 31 26 N/A

Backup 7 7 N/A

LAN/WAN 20 20 N/A

Security 15 N/A NA

Voice 14 13 1
Total Number of

Remarks
WO Post Dated Pending

1 work order is currently being worked

5 7 upon and the other 6 are awaiting user
response

N/A 1 Waiting for Stacy's update

Some of the work orders are

N/A 5 waiting for Schedules & response
from the User End.

N/A N/A Completed

N/A N/A Completed

N/A N/A All Work Ordres Completed.

The work order is in progress. The work

N/A N/A
order deadline is 15-Apr-2010
 SLA Scorecard - DC Operations/NOC

Volume Last 3 Months

Measure Goal/Target
Trend November December
SAP R/3 Job Success Rate 99.98% 99.97% 99.98%

Tivoli Workload Job scheduler 99.65% 99.77% 99.67%

SAP APO Job Success Rate 99.97% 100.00% 100.00%

SAP Business Warehouse Job
99.97% 99.99% 99.98%
Success Rate

is the indicator of increased/decreased demand. For example, for Overall Network Av

Volume Trend volume growing, shrinking or steady. For R/3 transactions, is the volume increasing,

Last 3 Months This would measure the actual results for the prior 3 months (November’s report would b
for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
measure.
s/NOC

ast 3 Months Performance

February
January Trend

99.97% 99.95% (↓)

99.67% 99.73% (↑)

99.99% 100.00% (↑)

99.99% 99.99% (↔)

example, for Overall Network Availabiltiy, is the traffic

ctions, is the volume increasing, decresing or steady.

onths (November’s report would be the combined results

mber and October).
e (↓). Red/Yellow/Green indicators are defined for each
sure.
 SLA Scorecard - Customer Care

Volume Last 3 Months

Measure Goal/Target
Trend November December
Calls Answered within 60 sec >=75% 94.40% 95.87%

Call Abandon Rate <5% 6% 4%

<=25
Avg. Speed of Answer 19 20
Seconds

Ticket Reassignment Rate <10% 3.30% 3.54%

Level 1 Resolution Rate >=70% 67.30% 58.70%

Customer Satisfaction Scores >=90% 86.80% 89.00%

Response time to questions and 2 Business
N/A N/A
answers* hours
Clear documentation in tickets* N/A N/A

Correct priority assignment per

N/A N/A
priority definitions*

Urgent 30 mins N/A N/A

Mean Time High 60 mins N/A N/A

to
Respond* Medium 2 Hours N/A N/A

Low 8 Hours N/A N/A

* Currently we have no mechanism available to report the above menioned new SLA’s for Customer Care
inability to measure each of these new metric is mentioned below:

1) Response time to questions (time taken for the CC to respond back to emails/audix messages) – the on
would be to take the timestamp for the emails that arrives in the inbox and then correlate with the corresponding re
(there is no automated process between both the systems and manual tracking is not possible due to the number
month)

2) Clear documentation in tickets – this is again subjective, neither is there a definition, nor there is a measu

3) Correct priority assignment per priority definitions – same as above.

4) Mean Time to Respond (time taken by CC to provide a resolution to the customer or escalate the case) –
measure this would be the remedy timestamp, ticket created time and ticket assigned time. However, since the t
dynamic, it keeps changing when tickets get assigned to different teams throughout the life cycle of an incident; t
reported.
 Volume Trend is the indicator of increased/decreased demand. For example, for Overall Network A
volume growing, shrinking or steady. For R/3 transactions, is the volume increasing,
Last 3 Months This would measure the actual results for the prior 3 months (November’s report would
for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicat
measure.
Care

ast 3 Months Performance

February
January Trend

94.78% 95.35% (↑)

3% 4% (↓)

21 20 (↑)

4.87% 3.78% (↑)

56.40% 58.71% (↑)

87.60% 92.60% (↑)

N/A N/A N/A

N/A N/A N/A

N/A N/A N/A

N/A N/A N/A

N/A N/A N/A

N/A N/A N/A

N/A N/A N/A

new SLA’s for Customer Care. The reasons for the

c is mentioned below:

mails/audix messages) – the only way to measure this

orrelate with the corresponding remedy tickets timestamp
not possible due to the number of emails we handle in a

a definition, nor there is a measurement methodology

nitions – same as above.

ustomer or escalate the case) – again, the only way to

signed time. However, since the ticket assigned time is
out the life cycle of an incident; this measure cannot be
r example, for Overall Network Availabiltiy, is the traffic
actions, is the volume increasing, decresing or steady.
onths (November’s report would be the combined results
mber and October).
e (↓). Red/Yellow/Green indicators are defined for each
asure.
 SLA Scorecard

Last 3 Months
Measure Volume Trend Goal/Target
November

File Cluster - Shareddata Increased 99.50% 100%

Citrix applications
Same 99.50% 99.92%
(SAP/WMS)

Within 2 Business
New Network Rights Request Increased 100%
Days of approval
Within 10 Business
New server Equipment Setup Same 100%
Days of receipt

Gold Print Services - LCCPS028 Increased 99.50% 100%

Silver Print Services - LCCPS029 Decreased 98.00% 100%

SAP Print Services - LCCPS031 Decreased 99.50% 100%

MTTR
Urgent Tickets Same 4 Hours N/A

Citrix High Tickets Same 4 Hours 0

Medium Tickets Same N/A 45.41

Urgent Tickets Same 4 Hours N/A

Print High Tickets Decreased 4 Hours 0.27

Services

Medium Tickets Same N/A 5.73

Urgent Tickets Same 4 Hours N/A

File Cluster High Tickets Same 4 Hours N/A

Medium Tickets Increased N/A N/A

 This would measure the actual results for the prior 3 months (November’s report would be the com
Last 3 Months October).

Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicators are defi

TOP five incidents

S.No Incidents Description
1
2
3
4
5
corecard

Last 3 Months Performance

February
December January Trend

100% 100% 100% (↔)

100% 100% 99.81% (↓)

100% 100% 100% (↔)

100% 100% 100% (↔)

100% 100% 100% (↔)

100% 100% 100% (↔)

100% 100% 100% (↔)

N/A N/A N/A (↔)

4.29 0.61 3.21 (↓)

N/A 13.15 29.93 (↓)

N/A N/A N/A N/A

N/A 1.81 N/A N/A

2.49 58.64 16.04 (↑)

N/A N/A N/A N/A

N/A N/A N/A N/A

3.95 N/A 20.11 N/A

hs (November’s report would be the combined results for August, September and

↓). Red/Yellow/Green indicators are defined for each measure.

Remark
 SLA Scorecard - UNIX

Volume Last 3 Months

Measure Goal/Target
Trend November December
Availability
SAP BW server 99.50% 100% 100%
SAP APO server 99.50% 100% 100%

SAP WAS server 99.50% 100% 100%

XP-1024 Storage Array Availability 99.50% 100% 100%

MTTR

Urgent 0.78 N/A

4 Hours
High 0.36 0.75

Medium 3.16 6.66

is the indicator of increased/decreased demand. For example, for Overall Network Availa
Volume Trend volume growing, shrinking or steady. For R/3 transactions, is the volume increasing, de

This would measure the actual results for the prior 3 months (November’s report would be t
Last 3 Months for August, September and October).

getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicators
Performance Trend
measure.
ast 3 Months Performance
February
January Trend

100% 100% (↔)

100% 100% (↔)

100% 100% (↔)

100% 100% (↔)

3.54 N/A (↔)

1.04 0.48 (↑)

6.98 2.12 (↑)

r example, for Overall Network Availabiltiy, is the traffic

actions, is the volume increasing, decresing or steady.

onths (November’s report would be the combined results

mber and October).

se (↓). Red/Yellow/Green indicators are defined for each

asure.
 SLA Scorecard - Database

Volume Last 3 Months

Measure Goal/Target
Trend July Aug
On-Line Reorgs of R/3 *database TBD N/A N/A

Availability of other Tier

1 N/A N/A
0, 1 and 2 databases*

Capacity Monitoring of
Tier 0, 1 and 2 TBD N/A N/A
databases*

MTTR
Urgent N/A 1.13
4 Hrs
High 0.2 0.99
Medium 4.99 5.13

* The new 3 SLAs for Dbase are:

Ø On-Line Reorgs of R/3 database

Ø Availability of other Tier 0, 1 and 2 databases

Ø Capacity Monitoring of Tier 0, 1 and 2 databases

They cannot be used for measuring Dbase Track because:

a) R/3 databases refer to the SAP arena which is not supported by us.

b) We do not have a definition of what databases comprise Tier 0, 1, 2 databases

c) Nagios is the only reactive monitoring tool that we are currently using and not all databases are moni

is the indicator of increased/decreased demand. For example, for Overall Network A

Volume Trend volume growing, shrinking or steady. For R/3 transactions, is the volume increasing,

This would measure the actual results for the prior 3 months (November’s report would
Last 3 Months for August, September and October).
 getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicat
Performance Trend measure.
se

ast 3 Months Performance

Oct
Sep Trend
N/A N/A N/A

N/A N/A N/A

N/A N/A N/A

N/A N/A (↔)

0.25 0.11
4.7 2.24

are:

atabase

and 2 databases

nd 2 databases

se Track because:

hich is not supported by us.

s comprise Tier 0, 1, 2 databases.

g and not all databases are monitored for their capacity.

r example, for Overall Network Availabiltiy, is the traffic

actions, is the volume increasing, decresing or steady.

onths (November’s report would be the combined results

mber and October).
se (↓). Red/Yellow/Green indicators are defined for each
asure.
 SLA Scorecard - Backup

Volume Last 3 Months

Measure Goal/Target
Trend November December
BackUp job Success Rate 95% 99.75% 99.70%
Veritas NetBackUp Availability 98% 99.95% 100.00%
MTTR
Urgent N/A N/A
4 Hours
High Increased 0.36 0.75
Medium Increased 3.36 3.29

Volume is the indicator of increased/decreased demand. For example, for Overall Network Avail
Trend volume growing, shrinking or steady. For R/3 transactions, is the volume increasing, dec

Last 3 Months This would measure the actual results for the prior 3 months (November’s report would b
for August, September and October).

Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
measure.
p

ast 3 Months Performance

February
January Trend
99.70% 99.67% (↓)
100.00% 100.00% (↔)

N/A N/A N/A

0.52 0.43 (↑)
2.38 3.33 (↓)

xample, for Overall Network Availabiltiy, is the traffic

ons, is the volume increasing, decresing or steady.

onths (November’s report would be the combined results

e (↓). Red/Yellow/Green indicators are defined for each

 SLA Scorecard - LAN / WAN

Volume Last 3 Months

Measure Goal/Target
Trend November December
WAN Availability 99.80% 99.97% 99.98%
MTTR
Urgent N/A N/A
4 Hours
High 0.29 3.67
Medium 0.36 30.49

is the indicator of increased/decreased demand. For example, for Overall Network Avail
Volume Trend volume growing, shrinking or steady. For R/3 transactions, is the volume increasing, dec

Last 3 Months This would measure the actual results for the prior 3 months (November’s report would b
results for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
each measure.
N

ast 3 Months Performance

February
January Trend
99.97% 99.98% (↑)

N/A N/A N/A

N/A N/A N/A
N/A 28.22 N/A

xample, for Overall Network Availabiltiy, is the traffic

ons, is the volume increasing, decresing or steady.

onths (November’s report would be the combined

e (↓). Red/Yellow/Green indicators are defined for

 SLA Scorecard - Voice

Last 3 Months
Measure Volume Trend Goal/Target
November
MAC Requests 100.00% 100.00%
MTTR

Urgent N/A
4 Hrs
High 2.93

Medium 41.83

Volume Trend is the indicator of increased/decreased demand. For example, for Overall N
volume growing, shrinking or steady. For R/3 transactions, is the volume inc
Last 3 Months This would measure the actual results for the prior 3 months (November’s repo
for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Gree
measure.
 Voice

Last 3 Months Performance

February
December January Trend
100.00% 100.00% 100.00% (↔)

16.73 N/A 2.68 N/A

4.67 1.36 0.59 (↑)

12.1 10.58 11.27 (↓)

emand. For example, for Overall Network Availability, is the traffic

r R/3 transactions, is the volume increasing, decreasing or steady.
he prior 3 months (November’s report would be the combined results
gust, September and October).
getting worse (↓). Red/Yellow/Green indicators are defined for each
measure.
 SLA Scorecard - Security

Volume Last 3 Months

Measure Goal/Target
Trend November December
Availability of the perimeter
100.00% 100% 100%
network
MTTR
Urgent N/A N/A
4 Hrs
High 1.76 1.19

Medium 11.23 12.05

Volume Trend is the indicator of increased/decreased demand. For example, for Overall Network Av
volume growing, shrinking or steady. For R/3 transactions, is the volume increasing,
Last 3 Months This would measure the actual results for the prior 3 months (November’s report wou
results for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
measure.
y

ast 3 Months Performance

February
January Trend

100% 100% (↔)

N/A N/A N/A

1.19 2.34 (↓)

14.31 11.34 (↑)

example, for Overall Network Availabiltiy, is the traffic

ctions, is the volume increasing, decresing or steady.
months (November’s report would be the combined
ptember and October).
e (↓). Red/Yellow/Green indicators are defined for each
sure.
 SLA Scorecard - Apps Batch Support

Volume Last 3 Months

Measure Goal/Target
Trend November December
Resolution SLA - Urgent tickets Same 95% 100% 100%
Resolution SLA - High tickets Increased 95% 100% 100%
Resolution SLA - Medium tickets Increased 95% 100% 100%

Resolution SLA - Low tickets Same 95% 100% 100%

MTTR
Urgent Increased 18 clock Hrs 5.54 5.97

Volume Trend is the indicator of increased/decreased demand. For example, for Overall Network Avail
volume growing, shrinking or steady. For R/3 transactions, is the volume increasing, dec
Last 3 Months This would measure the actual results for the prior 3 months (November’s report would b
for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
measure.
upport

ast 3 Months Performance

February
January Trend
100% 100% (↔)
100% 100% (↔)
100% 100% (↔)

100% 100% (↔)

1.06 2.55 (↓)

xample, for Overall Network Availabiltiy, is the traffic

ons, is the volume increasing, decresing or steady.
onths (November’s report would be the combined results

e (↓). Red/Yellow/Green indicators are defined for each

 SLA Scorecard - Apps Information Management

Volume Last 3 Months

Measure Goal/Target
Trend November December
Resolution SLA - Urgent tickets Increased 95% 100% 100%
Resolution SLA - High tickets Decreased 95% 100% 100%
Resolution SLA - Medium tickets Increased 95% 100% 100%
Resolution SLA - Low tickets Decreased 95% 100% 100%

MTTR
Urgent Decreased 18 clock Hrs 2.97 3.4

Volume Trend is the indicator of increased/decreased demand. For example, for Overall Network Avail
volume growing, shrinking or steady. For R/3 transactions, is the volume increasing, dec
Last 3 Months This would measure the actual results for the prior 3 months (November’s report would b
results for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
measure.
Management

ast 3 Months Performance

February
January Trend
100% 100% (↔)
100% 100% (↔)
100% 100% (↔)
100% 100% (↔)

3.4 5.15 (↓)

xample, for Overall Network Availabiltiy, is the traffic

ons, is the volume increasing, decresing or steady.
onths (November’s report would be the combined

e (↓). Red/Yellow/Green indicators are defined for each

 SLA Scorecard - Apps Lotus Notes

Volume Last 3 Months

Measure Goal/Target
Trend November December
Resolution SLA - Urgent tickets Same 95% 100% 100%

Resolution SLA - High tickets Decreased 95% 60% 50%

Resolution SLA - Medium tickets Increased 95% 81% 82%
Resolution SLA - Low tickets Same 95% 100% 100%

MTTR
Urgent Same 18 clock Hrs N/A N/A

Volume Trend is the indicator of increased/decreased demand. For example, for Overall Network Avail
volume growing, shrinking or steady. For R/3 transactions, is the volume increasing, dec
Last 3 Months This would measure the actual results for the prior 3 months (November’s report would b
for August, September and October).
Performance Trend getting better (↑), staying the same (↔) or getting worse (↓). Red/Yellow/Green indicato
measure.
Notes

ast 3 Months Performance

February
January Trend

100% 100% (↔)

60% 50% (↔)

63% 71% (↑)
100% 100% (↔)

N/A N/A N/A

xample, for Overall Network Availabiltiy, is the traffic

ons, is the volume increasing, decresing or steady.
onths (November’s report would be the combined results

e (↓). Red/Yellow/Green indicators are defined for each