Monthly Performance Report

Regional Application Support

April 2011
Unilever Application Support Centre
Bangalore, India

OLAP Helpdesk
Monthly Report for Unilever Asia
March 2005

Unilever AAC IT
Regional Support & Development Centre
Compiled by Bangalore, India Reviewed by
OLAP Helpdesk – Asia Meenakshi
Seshadri
Contact Number : + 91 80 5119 7745 Application Support Manager
Mobile Numbers : + 91 98450 03254 / 58 Unilever Asia
Fax Number : + 91 80 2841 0740
Web Remedy : http://145.17.29.35/arweb/enu/arweb.jsp
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Report Control

Compiled By Reviewed by Released by

Asia-Support Customer Care VENKATRAMANAN.M PRAMOD NIGAM
ASSISTANT APPLICATION HEAD – REGIONAL SUPPORT AND
SUPPORT MANAGER DEVELOPMENT CENTER

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Table of Content

SECTION 1: KPIS & REVIEW OF SERVICE LEVELS ( LAST 12 MONTHS ).....................................3

SECTION 2: PRIORITY WISE SERVICE LEVEL ACHIEVEMENT – LAST 3 MONTHS.....................3

SECTION 3: SUPPORT TEAM UPDATES ( LAST 3 MONTHS ).........................................................3

SECTION 4: COUNTRY WISE REPORTS –LAST 3 MONTHS............................................................3

Section 5: Highlights for the Month......................................................................................................... 3

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 Service Tickets logged - Total Region Oct 2009 to Sep 2010
1200

1000

R eque s t
800
No. of Calls

600
Incidents

400

To tal (Inc &

200 R eq)

0
Dec- Jan- Feb- Mar- Apr- May- Jun- Jul- Aug- Sep- Oct'1 Nov' Dec' Jan'1 Feb' Mar' Apr'
09 10 10 10 10 10 10 10 10 10 0 10 10 1 11 11 11

Request 499 396 505 524 488 607 679 562 522 549 547 294 592 509 434 612 566
Incidents 435 508 360 343 362 360 349 284 326 296 296 552 243 251 221 329 334
Total (Inc & Req) 934 904 865 867 850 967 1028 864 848 845 843 846 835 760 655 941 900

Section 1: KPIs & Review of Service Levels (Last 12 Months)

Re que s t
Achieved Service Level
Inc ide nts
101%
Total Region
100%
100%
99%
99%
98%
Service Level in %

98%
97%
97%
96%
96%
95%
De c - J a n- Fe b- Ma r- Apr- Ma y- J un- Aug- S e p- Oc t- Nov'1 De c '1
J ul- 10 J a n'11 Fe b'11 Ma r'11 Apr'11
09 10 10 10 10 10 10 10 10 10 0 0

Re que s t 100% 99.80 100% 100% 100% 100% 100% 100% 100% 100% 100% 99.81 100% 99.80 100% 99.83 99.82
Inc ide nts 100% 99.74 99.16 99.41 98.90 100% 99.14 99.64 99.38 97.97 96.95 99.32 98.38 99.20 99.05 98.48 99.77
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Section 2: Priority wise Service Level Achievement – Last 3 months

Service Level Achievement – Incidents

Service Service Feb 2011 Mar 2011 Apr 2011

Level Level Guide Total Total Total
Tickets achieving Tickets achieving Tickets achieving
Category number number number
SLA SLA SLA
of of of
Tickets No % Tickets No % Tickets No %

URGENT
4 Clock 3 3 100 3 3 100 1 1 100
Hrs

HIGH 8
Business 41 41 100 41 39 95.12 58 58 100
Hrs

MEDIUM 24
Business 169 167 98.81 274 271 98.90 268 268 100
Hrs

LOW 168
Business 8 8 100 11 11 100 6 6 100
Hrs

Service Level Achievement – Service Requests

Service Service Feb 2011 Mar 2011 Apr 2011

Level Level Total Tickets achieving Total Tickets achieving Total Tickets achieving SLA
Category Guide number number number
SLA SLA
of of of
Tickets No % Tickets No % Tickets No %

URGENT 16
Business 16 16 100 23 22 95.65 21 21 100
Hrs

HIGH 40
Business 2 2 100 NA NA NA NA NA NA
Hrs

MEDIUM 120
Business 413 413 100 579 579 100 538 537 99.81
Hrs

LOW 600
Business 3 3 100 10 10 100 7 7 100
Hrs

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Section 3:Support Team updates ( Last 3 Months )

TICKETS RESOLVED BY TEAMS AT RSDC – SERVICE REQUESTS

Feb 2011 Mar 2011 Apr 2011

SUPPORT Total Tickets Total Tickets achieving Total Tickets achieving
GROUPS No of achieving SLA No of SLA No of SLA
Tickets Tickets Tickets
No. % No. % No. %

ATHENA 17 17 100 26 26 100 40 40 100

BPCS 0 0 0 0 0 0 0 0 0

ECOMM &
65 65 100 62 62 100 41 41 100
WEBAPPS

IM ASIA & ETL 20 20 100 21 21 100 31 31 100

INTERSPEC 26 26 100 33 33 100 21 21 100

MFG PRO-
0 0 0 0 0 0 0 0 0
REGIONAL

SAP APO 11 11 100 20 20 100 9 9 100

OPSOLIGHT 69 69 100 93 93 100 63 63 100

SAP PI & CMS 5 5 100 7 6 85.71 7 6 85.71

iFinance
5 5 100 4 4 100 5 5 100

DMS HUB
182 182 100 293 293 100 320 320 100

TES Support
39 39 100 53 53 100 29 29 100

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TICKETS RESOLVED BY TEAMS AT RSDC – INCIDENTS

Feb 2011 Mar 2011 Apr 2011

SUPPORT Total No Tickets Total No Tickets Total Tickets achieving
GROUPS of Tickets achieving SLA of Tickets achieving SLA No of SLA
Ticket
No. % No. % s No. %

ATHENA 0 0 0 2 2 100 3 3 100

BPCS 17 17 100 28 28 100 28 28 100

ECOMM & 24 24 100 49 49 100 71 71 100

WEBAPPS

IM ASIA & 9 9 100 10 10 100 8 8 100

ETL

INTERSPEC 25 25 100 59 59 100 43 43 100

MFG PRO- 0 0 0 1 1 100 0 0 0

REGIONAL

SAP APO 12 12 100 11 11 100 12 12 100

OPSOLIGHT 30 30 100 62 61 98.38 58 58 100

SAP PI & CMS 18 18 100 25 22 88 17 17 100

iFinance 54 54 100 45 45 100 58 58 100

DMS HUB 12 12 100 20 20 100 24 24 100

TES Support 20 18 90 17 16 94.12 17 17 100

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Section 4: Country Wise Reports –Last 3 Months
Feb 2011 Mar 2011 Apr 2011

COUNTRIES Total No Tickets achieving Total Tickets achieving Total Tickets achieving
of SLA No of SLA No of SLA
Tickets Tickets Ticket
No. % No. s No.
% %

AUSTRALIA 85 84 98.82 101 101 100 77 77 100

BANGLADESH 2 2 100 0 0 0 2 2 100

CHINA 12 12 100 50 50 100 35 35 100

HONG KONG 25 25 100 30 30 100 26 26 100

INDIA 43 43 100 77 75 97.40 48 48 100

INDONESIA 73 73 100 90 90 100 79 79 100

JAPAN 1 1 100 6 6 100 7 7 100

KOREA 5 5 100 4 4 100 11 11 100

MALAYSIA 43 43 100 66 66 100 68 68 100

PAKISTAN 5 5 100 9 9 100 7 7 100

PHILIPPINES 63 63 100 85 84 98.92 72 56 77.78

SINGAPORE 62 62 100 83 83 100 78 78 100

SRILANKA 22 22 100 33 33 100 21 21 100

TAIWAN 3 3 100 5 5 100 4 4 100

THAILAND 80 79 98.75 114 114 100 164 164 100

VIETNAM 25 25 100 96 95 98.96 151 151 100

SDL 0 0 0 0 0 0 0 0 0

OTHERS* 85 85 100 82 81 98.78 89 88 98.98

TOTAL 634 632 99.68 941 935 99.36 900 898 99.77

Others* (Includes PIT, RIO, SHERPA, MASHREQ, MAGHERB, BANGALORE, KENYA, NIGERIA,
TUNESIA, GHANA, EGYPT,S.AFRICA,MALAWI, UGANDA,CORTE GLOBAL)

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Section 5: Highlights for the Month

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