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Service Hours and Targets


Client Services will undertake to resolve service tickets (jobs) in accordance with the service prioritisation outlined below.

Hours of service are as follows

  •  Service Desk  8.00am to 5.00pm
  •  Teaching rooms AV Hotline support
    •  Semester time coverage 7.45am to 8.30pm Monday to Thursday (5pm Friday).
    •  Non-semester coverage is 8.30am to 5.00pm Monday to Friday
    •  No coverage for weekends
    •  Support requests outside of this will be considered and time is rechargeable.
  •  Student Centre 9.00am to 5.00pm

ITS Service Statements

ITS Service Statements for: KPI's Service Delivered by:
Receipt of the ticket and resolution at point of contact All phone and in person calls are receipted within 15 minutes and 60% of tickets resolved at point of contact (phone or in person) Service Desk
Assignment of tickets to staff and work queues Phone and in person - Within 15 minutes of receipt of ticket by the Service Desk Service Desk
Web forms, email and other communication - Within 4 working hours of ticket receipt by the Service Desk Service Desk
Service resolution 90% of tickets resolved within assigned P timelines (see Table 1 & 2) ALL ITS
Initial 2nd tier client contact Client contacted within 12 working hours of receipt of the ticket, to set time to resolution ALL ITS
Client feedback provided Status update provided to the client every 5 days ALL ITS

 

The Service target is to resolve:

  •  85% of service tickets within the priority time assigned to the ticket.
  •  60% of tickets are resolved at point of contact, without needing to refer to another consultant.

Service Prioritisation

Incidents and Requests

Default service communication from ITS is:

Requestor is emailed ticket details on logging their job.

Requestor is informed within 12 working hours whether the ticket is resolved or the planned time frame for resolution.

The priority assigned to a ticket (Incident - something broken or Request - need something) is defined on the basis of business impact and urgency in accordance with ITIL standards as defined in table 1

TABLE 1 – Prioritisation
Impact

Urgency
Low Medium High
Low Project
(undefined timeframe)
Low (P4)
(10 days)
Medium-Low (P3a)
(5 days)
Medium Low (P4)
(10 days)
Medium (P3)
(12 hours)
High (P2)
(7 hours)
High Medium-Low (P3a)
(5 days)
High (P2)
(7 hours)
Critical (P1)
(4 hours)

The priority is assessed by the impact on number of users affected by the ticket:

  • Single users
  • Floor or workgroup
  • Entire building – group of buildings
  • Site – whole of campus

And the urgency of the ticket:

  • Low – minimal impact on University operations
  • Medium – minor impact on University operations
  • High – high impact on University operations

An example of a P1 prioritisation is a lecturer having issues with the operation of the audio visual equipment in a lecture theatre. In this example a number of students are affected and the urgency is high.

An example of a P4 prioritisation is a printer not working, but the staff member or student is able to print to another nearby printer with the same functionality – this affects a single user and urgency is medium.

Ticket Logging and Progress Tracking

Requestor can log a new ticket and track their tickets progress via the LANDesk Self-Service tool https://landesk.waikato.ac.nz