Unit 05: LO 1 - 1.4 - Performance & Progress Reporting

Performance and progress reporting in the context of service management serve as a dashboard that helps businesses gauge the health and effectiveness of their service delivery. Let's break down the key elements you've mentioned:

Performance Reporting

• Number of Outstanding Tickets

  • Purpose: To show the backlog of unresolved issues.

  • Business Implication: Helps in understanding the current workload and if additional resources are needed.

• Fault Trends

  • Purpose: To identify recurring issues or patterns.

  • Business Implication: Helps in long-term planning and could indicate underlying systemic issues that need addressing.

• Infrastructure Stability

  • Purpose: To measure how often infrastructure components fail or require attention.

  • Business Implication: A measure of reliability that could affect business continuity plans.

• Number of Tickets Resolved

  • Purpose: Shows productivity and issue resolution rate.

  • Business Implication: Helps in assessing the effectiveness of the support team.

• Number of Tickets that Fulfil SLAs

  • Purpose: To gauge compliance with Service Level Agreements.

  • Business Implication: A direct indicator of customer satisfaction and contractual adherence.

• Cost Per Ticket

  • Purpose: To identify the average cost involved in resolving each ticket.

  • Business Implication: Important for budgeting and cost control measures.

Progress Reporting

• Progress of the Ticket

  • Purpose: To track the current status of each ticket, whether it's in the queue, in progress, or resolved.

  • Business Implication: Provides real-time visibility into issue resolution, aiding in resource allocation.

• Resolution Timescale

  • Purpose: To indicate how long it generally takes to resolve issues.

  • Business Implication: Useful for setting customer expectations and measuring against SLAs.

• Attempted Solutions

  • Purpose: To list the steps taken to try to resolve the issue.

  • Business Implication: Helps in knowledge sharing and could speed up resolution of similar issues in the future.

In summary, performance and progress reporting act like the vital signs of the support service. They offer both a real-time snapshot and a historical view of how effectively the service is operating, where it's succeeding, and where it needs improvement. This, in turn, informs strategic decision-making, resource allocation, and customer engagement strategies.