VWC Quarterly Highlights Report - Q1 2020

Footprint Tickets

Footprints is the tool used to report a production system-related issue. Once a footprint ticket is submitted, it goes to the Help Desk team for triage. The Help Desk team will address the ticket and assign it to either the Engineering Teamor to the Jr. Systems Analyst (SA) for further troubleshooting and resolution. Tickets assigned to the Jr. SA may involve a developer and/or DBA to research and resolve. Production system-related issues can have two outcomes:

• IS is able to resolve the issue; no system code change required/systemperforms as expected. • IS is not able to resolve the issue; system code is required. The issue could be a bug or an improvement on the process. A Jr. SA will then create a JIRA Ticket on behalf of the department for the issue to be prioritized in the CAFÉ process for inclusion in a future release.

Q1 2020

Received Closed

Jan Feb Mar

403 359 501

401 356 442

Total 1,199 Changes since Q4 11% decrease 18% decrease 1,263

51 TICKETS CLOSED > 4 DAYS SLAs define expectations and provide metrics to measure the outcomes of service provided. Service-Level Agreements (SLAs) Incidents SLA SLA Resolution Metrics Example Urgent 30 minutes 100% Detected Virus High 4 hours 100% Outages Medium 2 business days 90.1% Any standard issue for desktop or engineering support Low 3 business days 82.1% Used for custom software tickers CASPER, Onyx, Wendy, SIFS (COWS) or WebFile

Service Requests

SLA

SLA Resolution Metrics

Example

Urgent

30 minutes

100% 92.7% 99.8% 99.6% 98.7%

User account locked

High

5 business days 15 calendar days 30 calendar days 90 calendar days

FOIA requests

Medium Normal

Ad hoc report or data request/new hire set-up

New hires or monthly process

Low

Video hearings

VWC Q1 Report, 2020