IT Support

Productivity & Performance

Dec/2023

#BeyondPossible

© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 1

 Key Points

•Incidents: (Individually & Category wise)Closed, Resolved, In-Progress, Pending,

Cancelled.
•Service Request: (Individually & Workgroup) Closed, Resolved, In-Progress,
Pending, Cancelled.
•SLA Details
•Best Practices..

© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 2

 Incidents
676
700
556
600

500

400

300

200
51 44
100 19 6

Incidents
0
Total In- Closed Resolved In-progress Pending Cancelled
cidents

(Dec-2023)

Teams
IT Cyber Security
Total Raised
627 49
Incidents
Closed/Resolved 546 29
Pending/In-progress 38 19

© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 3

 Service requests

700 632
558
600

500

400

300

Service
200

100 26 9 18 19

Requests 0
Total SR Closed Resolved In-progress Pending Pending For
Approval

(Dec-2023)
Teams
IT Cyber Security
Total Raised SR 608 3
Closed/Resolved 583 2
Pending/In-progress 26 1

© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 4

 Desktop Team(Incidents)

Assignee Total Incidents Closed Resolved In-progress Pending Cancelled

Arshad 82 69 2 4 7

Arulmani 33 25 5 3

Bimlesh 23 20 2 1

Chethan 57 55 1 1

Fardin 49 42 4 3

Jenitha 64 50 1 3 10

Pavithra 24 21 1 2

Prashanth 39 38 1

Sairam 50 44 3 3

Soundar Rajan 77 67 3 4 3

Srikanth 29 28 1

Sujith 2 2

ASSIGNED RESOLVED/ UNRESOLVED Cancelled

TEAM Incidents CLOSED Incidents Incidents Incidents

DESKTOP 529 470 28 31

© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 5

 Cloud & Server/Domain/O365 Team (Incidents)

Assignee Total Incidents Closed Resolved In-progress Pending Cancelled

Aneesh 1 1
Pushpita 13 11 1 1
Santosh 12 7 1 4
Deepika 3 2 1

Assignee Total Incidents Closed Resolved In-progress Pending Cancelled

Deepak 1 1
Omprakash 8 6 1 1
Jebaraj 11 5 1 2 3
Sunkasari Bhasker 9 5 2 2

ASSIGNED RESOLVED/CLOSED UNRESOLVED Cancelled

TEAM Incidents Incidents Incidents Incidents

Cloud 29 23 1 6

ASSIGNED RESOLVED/CLOSED UNRESOLVED Cancelled

TEAM Incidents Incidents Incidents Incidents

Server/
domain/O365 29 18 6 5

© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 6

 Network Team (Incidents)

Assignee Total Incidents Closed Resolved In-progress Pending Cancelled

Dhanush 6 4 1 1

Vaitheeswaran 19 14 4 1

Sweeta Patil 9 8 1

Vinay 6 5 1

ASSIGNED UNRESOLVED Cancelled

TEAM Incidents RESOLVED Incidents Incidents Incidents

Network 40 35 4 1

© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 7

 Service Request

Workgroup Assignee Total Assigned SR Closed Resolved In-progress Pending Total assigned SRs/workgroup Pending For Approval and Rejected
Automation
(Gyaani) 79 74 5
Arshad 25 25
Arulmani 18 17 1
Bimlesh 20 16 3 1
Chethan 28 27 1
Fardin 29 29
Desktop Jenitha 47 46 1 311 10
Pavithra 18 15 1 2
Prashanth 16 14 2
Sairam 30 27 1 2
Soundar Rajan 59 57 2
Srikanth 11 10 1

Total assigned SRs Pending For Approval

380 10

© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 8

 Service Request
Workgroup Assignee Total Assigned SR Closed Resolved In-progress Pending Total assigned SRs/workgroup Pending For Approval and Rejected
Domain Support Sunkasari Bhasker 1 1 1 0
Aneesh 6 5 1
Pushpita 24 22 2
Cloud Support 95 8
Santosh 34 28 4 2
Deepika 23 22 1
Dhanush 33 32 1
Vaitheeswaran 15 15
Network Support 82 3
Sweeta Patil 24 24
Vinay 7 5 2
Jebaraj 8 6 1 1
O365 Sunkasari Bhasker 14 11 1 2 45
Prashanth 23 22 1
Change Request Omprakash 4 2 2 4
Jebaraj 6 5 1
Server Support Deepak 1 1 12
Omprakash 5 3 2
CDC
Cyber-Security SecArch 3 2 1 3
Validation

Total assigned SRs Pending For Approval

231 11

© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 9

 Category wise Incident (Desktop Workgroup)
Workgroup Category Sub-category No. of Incidents Total
System Performance 0
Display 1
Bluescreen 0
Workstation System Boot-up 0
Keyboard 0
Power On Issue 0
Network slowness 9
Unable to connect to WiFi 15
Internet Unable to connect to LAN 1
VPN not connecting 117
Website Issue 9
Temp Profile Issue 8
User Profile Account Lockout 36
Password Expired 33
Software Issue Software Issue 142
Scanner is not working 0
Projector or Printer or Scanner Printing problem 1
Mobile Device 10
MS Teams Issue 18
O365 Issue Outlook Issue 9
OWA (Outlook Web Access) 0
Desktop Support SharePoint 2 528
Mouse Mouse Issue 14
Monitor Monitor Damage 1
Brightness Issue 0
Bluescreen 5
Camera Issue 6
Charger Not working 5
Charging Port Issue 3
Display 12
HDD 3
Heating Issue 0
Keypad 8
Laptop Laptop Battery Drain 4
Microphone Issue 1
Physical Damage 1
Port Issue 2
Power-On Issue 11
Power-On Issue 1
Resolution Issue 0
Speaker and Audio 7
System Boot-up 5
© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 10 System Performance 28
 Category wise Incidents
Workgroup Category Sub-category No. of Incidents Total
ADO (Azure DevOps) 2
ADO Access Issue 2
App Service 1
Azure Data Factory 2
Azure Databricks 3
Azure Resource Access Issue 2
Database 1
Microsoft Azure(MS AZ)
Database Access Issue 1
Others 3
Storage Account 0
Cloud Support Virtual Network 0 29
VM Access Issue 0
VM 3
-- 0
VPC (Virtual Private Cloud) 0
Amazon Web Services(AWS) AWS Service Access Issue 1
EC2 Access Issue 1
Google Cloud Platform(GCP) Cloud Storage 1
Others 0
GCP service access issue 0
Others 6

Others 2
Domain Support Domain and Server Issues 1
3

WAF Issue 0
Proxy Settings 2
Internet
ISP Link down 2
Unable to access URL 8
Unable to Access Port 0
Network Support Poor Connectivity on LAN 0
39
Intranet
Network Device Hardware Issue 1
Unable to access URL 6
Others 19
Wi-Fi Speed Issue on Wi-Fi 1

O365 Support Mail blocking Issue 17 17

Performance Issue 0
Hardware
Driver Issue 0
Operating System OS Crash 1
Server Support Account Lockout 1 11
Password Expired 1
Logical Access
RDP Access 2
Temp Profile Issues 6

Cyber-Security 49 49

© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 11

 Incidents SLA:
Assignee Total Incidents SLA Met SLA Violated
Arshad 87 79 8
Arulmani 35 35 0
Bimlesh 23 21 2
Chethan 59 57 2
Fardin 49 49 0
Jenitha 73 73 0
Pavithra 25 25 0
Prashanth 39 39 0
Sairam 57 57 0
Soundar Rajan 81 81 0
Srikanth 29 29 0
Sujith 2 2 0
Sunkasari Bhasker 9 8 1
Deepak 1 1 0
Omprakash 9 8 1
Jebaraj 10 8 1
Aneesh 1 1 0
Pushpita 13 13 0
Santhosh 12 12 0
Deepika 3 3 0
Dhanush 5 5 0
Vaitheeswaran 19 19 0
Sweeta Patil 9 9 1
Vinay
© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 6 12 6 0
 Gamification Window:

© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 13

 Best Practices

• Please provide the valid reason in case of SLA-breach

MONITOR THE TICKETING
PORTAL REGULARLY.
BEFORE TRANSFERRING NIGHT SHIFT ENGINEER IF YOU MUST TRANSFER MAKE SURE INCIDENT/SR
THE TICKET INTERNALLY MUST CHECK ALL THE THE TICKET, KEEP THE IS BEING RAISED FOR THE
CONFIRM WITH THE TICKETS WHICH ARE TICKET ON HOLD WITH SUPPORT YOU ARE
TEAM. GETTING RAISED. COMMENT(IF ASSIGNEE IS PROVIDING.
NOT AVAILABLE).

© COPYRIGHT 2022, TREDENCE. ALL RIGHTS RESERVED 14

 Any suggestions will be greatly appreciated

Thank You

#BeyondPossible

Tredence Inc. CONTACT DETAILS

1900 Camden Avenue, #66, Mobile: 9316814936
San Jose, CA 95124. Email: Deepika.chandel@tredence.com