VWC Quarterly Highlights Report - Q3 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 Team or to a Jr. Systems Analyst (SA) for further troubleshooting and resolution. Tickets assigned to a Jr. SA may involve a developer and/or Database Administration team 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. A Jr. SAwill 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.

Q3 2020

Received Closed

April May June Total

445 346 287

418 371 289

1,078 1,078 Changes since Q2 1% decrease 1% decrease

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 85.7% VWC Managed Outages Medium 2 business days 84.9% Any standard issue for desktop or engineering support Low 3 business days 86.5% Used for custom software tickers CASPER, Onyx, Wendy, SIFS (COWS) or WebFile Service Requests SLA SLA Resolution Metrics Example Urgent 30 minutes 100% User account locked Escalated 2 business days 100% AD Account changes, priority data updates, equipment requests High 5 business days 82.9% FOIA requests Medium 15 calendar days 99.2% Ad hoc report or data request/new hire set-up Normal 30 calendar days 99.6% New hires or monthly process Low 90 calendar days 100% Project Tasks, Quarterly Requests, Vulnerability Resolution

VWC Q3 Report, 2020