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  • Incidents Priority Total Closed SLA Miss MTTR Labware LIMS-Global

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    Billa Sathish
    16 views23 pages
    The document provides statistics on incidents across different Laboratory Information Management Systems (LIMS), including the number of incidents, those closed, percentage of SLA misses and mean time to resolution. It also includes details on work in progress, pending tickets, and a schedule of weekly activities and time spent on tasks related to maintaining the different LIMS systems. The second page of the document repeats the incident statistics but for a different time period.

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    The document provides statistics on incidents across different Laboratory Information Management Systems (LIMS), including the number of incidents, those closed, percentage of SLA misses and mean time to resolution. It also includes details on work in progress, pending tickets, and a schedule of weekly activities and time spent on tasks related to maintaining the different LIMS systems. The second page of the document repeats the incident statistics but for a different time period.

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    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
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    Download as xlsx, pdf, or txt
    16 views23 pages

    Incidents Priority Total Closed SLA Miss MTTR Labware LIMS-Global

    Uploaded by

    Billa Sathish
    The document provides statistics on incidents across different Laboratory Information Management Systems (LIMS), including the number of incidents, those closed, percentage of SLA misses and mean time to resolution. It also includes details on work in progress, pending tickets, and a schedule of weekly activities and time spent on tasks related to maintaining the different LIMS systems. The second page of the document repeats the incident statistics but for a different time period.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as xlsx, pdf, or txt
    of 23

    Incidents Priority Total Closed SLA Miss MTTR

    P1
    P2
    Labware LIMS-Global
    P3
    P4 12 4 0% 2 hrs 21 min
    P1
    P2
    Labware LIMS-Aus
    P3 2 1 0% 2 hrs 25 min
    P4 7 6 0% 3 hrs 39 min
    P1
    P2
    Labware LIMS-India
    P3
    P4 3 2 0% 57 min
    P1
    P2
    Empower-Global
    P3
    P4 1 0 0% 0
    P1
    P2
    Empower-Aus
    P3
    P4
    P1
    P2
    Empower-India
    P3
    P4 1 1 0% 0
    P1
    P2
    Chromeleon
    P3
    P4
    P1
    P2
    Caliber LIMS
    P3
    P4
    P1
    P2
    Caliber LIMS-API
    P3
    P4
    P1
    P2
    Caliber LIMS-FDF
    P3
    P4
    P1
    P2
    MODA
    P3
    P4 4 1 0% 1 hrs 9 min
    P1
    P2
    Hypercare
    Hypercare
    P3
    P4 22 0 0% 0
    Total 52 0 15 0 0
    RITM
    P1
    P2
    Labware LIMS-Global
    P3
    P4 55 29 0% 4 hrs 9 min
    P1
    P2
    Labware LIMS-Aus
    P3
    P4 9 4 0% 3 hrs 34 min
    P1
    P2
    Labware LIMS-India
    P3
    P4 18 13 6% 6 hrs 46 min
    P1
    P2
    Empower-Global
    P3
    P4 7 6 0% 3 hrs 28 min
    P1
    P2
    Empower-Aus
    P3
    P4
    P1
    P2
    Empower-India
    P3
    P4 2 2 0% 0
    P1
    P2
    Chromeleon
    P3
    P4 5 4 0% 1 hrs 30 min
    P1
    P2
    Caliber LIMS
    P3
    P4
    P1
    P2
    Caliber LIMS-API
    P3
    P4 5 3 0% 22 min
    P1
    P2
    Caliber LIMS-FDF
    P3
    P4 12 12 0% 53 min
    P1
    P2
    MODA
    P3
    MODA

    P4 2 0 0% 0
    P1
    P2
    Hypercare
    P3
    P4 1 0 0% 0
    Total 116 0 73 0.0625 0

    SLA Miss
    1
    WIP + Pending <3 >3 & <7 >7 (All tickets till date) Old Tickets Closed

    7 3 1 3 1

    0 0 0 0 1
    1 0 0 1

    1 0 0 1 0

    1 1 0 0 0

    0 0 0 0 0

    3 0 0 3 0
    22 0 0 22
    0 35 0 4 1 30 2

    19 7 0 12 7

    5 2 0 3 0

    5 3 0 2 0

    1 1 0 0 0

    0 0 0 0 0

    1 0 0 1 0

    1 1 0 0 1
    1 0 0 1 1

    1 0 0 1 0
    0 34 0 14 0 20 9

    SLA Miss
    1
    Change No Number Configuration item
    Caller Created Updated
    Short description Incident state Assigned to
    Assignment group Description Priority
    Action taken
    Change No Number Configuration item Caller Created
    Updated Short description Incident state Assigned to Assignment group
    Description Priority
    Action taken
    Change No Number Configuration item(cmdb_ci) Requested for Created
    Updated Short description Status Assigned to
    Assignment group Description Priority
    Action taken
    Change No Number Short description Status
    Assigned to Description Priority
    Action taken ETA
    S.No Activity No. of Hours (per week)

    1 India Labware LIMS BG scheduler 2 hrs

    2 Global Labware LIMS Report queue 1 hr

    3 Empower-Message center Archival 2 hr

    4 Removal of Terminated users 2 hrs

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