Customer requests resolved
Rough meaning: How many requests from customers and users did we resolve this year?
Precise meaning: count of JSM Incidents and Service Requests assigned to OIT Support Teams in [support desks] resolved between October 1 - September 30
Average customer satisfaction score
Rough meaning: How satisfied were our customers and users with how we handled their requests this year?
Precise meaning: average of all Satisfaction scores for JSM Incidents and Service Requests assigned to OIT Support Teams in [support desks] resolved between October 1 - September 30
Projects completed
Rough meaning: How many projects (larger chunks of planned work; sequences of unique, complex, and connected activities that have one goal or purpose) did we complete this year?
Precise meaning: count of OIT Portfolio issues with Status Done, with Due Date between October 1 - September 30
Operational changes completed
Rough meaning: How many changes (smaller chunks of formally documented work; additions, modifications, or removals of anything that could impact IT services) did we complete this year?
Precise meaning: count of JSM Change issues with Status Done, with Change Start Date between October 1 - September 30