Create solution for Service Level Reporting
- What is your wish?
Create a periodic customer-specific Service Level Report (based on SLA) that is automatically delivered or can be self-service requested
- What is the problem you encounter?
Insight in SLA delivery.
- Why do you want this wish?
- Do you have a workaround? And if so, what is it?
- How would you ideally solve the problem?
Periodic Service Level report with the following items for a period:
- Uptime/downtime and planned downtimes
- Performance of system (average loading time for a number of page -categories)
- Usage statistics (top-10 pages with number of visits)
- Number of service requests - date received, subject, date closed, nr of working days, satisfaction score
- Number of tickets - date started, subject, date closed, nr of working days passed
Other items? Suggestions in the replies please :-)
- How big is the problem on a scale from 1 to 5?
(1 = it would be nice, but definitely not necessary,
5 = I can't work another day without it).
- 4 - it's a key step in a SAAS delivery professional services organization
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