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.
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
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