VWC Quarterly Highlights Report - Q4 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.

Q4 2020

Received Closed

Oct Nov Dec

313 291 313 917

311 283 322

Total 916 Changes since Q3 1% decrease 1% decrease

51 TICKETS CLOSED > 4 DAYS Used for custom software tickers Casper, Onyx, Wendy, SIFS (COWS) or WebFile 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 93.8% VWC Managed Outages Medium 2 business days 93.8% Any standard issue for desktop or engineering support Low 3 business days 91.2%

Service Requests

SLA

SLA Resolution Metrics

Example

Urgent

30 minutes

100% 100% 89.4% 97.5% 100% 100%

User account locked

AD Account changes, priority data updates, equipment requests

Escalated

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

High

FOIA requests, data updates

Medium Normal

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

New hires or monthly process

Project tasks, quarterly requests, vulnerability resolution

Low

VWC Q4 Report, 2020