Overall OLA Achievement Dashboard

(Week 3, 2023/24 FY)

( July 17_ 23 2023)

 Outline
OLA Performance,
Incident Resolution Trend, SR Resolution Trend

Security Incidents,
Ticket Resolution Per Priority

Incidents Per Services,

Incident Resolution per Level of Support

Incident logging,
Rejection Trend

Open Incidents,
Service/Event based incidents

Ticket Resolution Quality

Change Management Status Report

7/25/2023 2
 Acronyms

L.P. Last Previous IS Information System

L. Last, CCC Customer Contact Center

INC Incident,
ISOP IS Operation

SR Service Request,
AMC Application Management & Customization
OLA Operational Level Agreement
Infr. Mgt. Infrastructure Management
OLA 95%
Target
ISS IS Security
TOT Total

Info. Mgt. Information Management

AVG Average

WOD Coloring Red OLA<80%, Yellow OLA 80%-95%,

Without District
Green OLA>95%

7/25/2023 3
 [Week 03, 2023/24 FY] OLA Performance Per Department: Incidents & Request

Overall OLA Performance is: 89.1% (Incident: 84.3% SR: 90.5% Target: 95% L.P. Week L. Week This Week
Expected OLA Comply
Inciden ALL IS 93.7% 91.2% 89.1%
Support Team Inciden INC. & SR SR
Incident SR Total SR Total t WOD 96.3% 93.7% 91.2%
t
Department Justification Way Forward
Internal Helpdesk 106 33 139 93 30 123 88.5% 87.7% 90.9%
IS Operation 71 291 362 64 276 340 93.9% 90.1% 94.8%
AMC 23 10 33 11 8 19 57.6% 47.8% 80.0%
Infr.Mgt. 0 6 6 0 4 4 66.7% - 66.7%
ISS 32 2,037 2,069 27 1,864 1,891 91.4% 84.4% 91.5%
Info.Mgt. 0 53 53 0 52 52 98.1% - 98.1%
District ISOP Support 719 713 1,432 607 610 1,217 85.0% 84.4% 85.6%
TOT/AVG. 951 3,143 4,094 802 2,844 3,646 89.1% 84.3% 90.5%
TOT/AVG WOD 232 2,430 2,662 195 2,234 2,429 91.2% 84.1% 91.9%

OLA COMPLIANCE
120.0%
98.1%
100.0% 93.9% 91.4%
88.5% 85.0%

80.0%
66.7%
57.6%
60.0%

98.1%
94.8%

91.5%
90.9%

90.1%
87.7%

85.6%
84.4%
84.4%
80.0%

66.7%
40.0%
47.8%

20.0%

0.0%

0.0%
0.0%
Internal Helpdesk IS Operation AMC Infr.Mgt. ISS Info.Mgt. District ISOP Support

Incident SR INC. & SR

7/25/2023* L.P.=Last Previous, L.=Last, INC=Incident, SR=Service Request, OLA Target 95%, Red <80%, Yellow 80%-95%, Green>95% 4
 [Week 03, 2023/24 FY] OLA Performance Trend Per Department: Incidents
Expected OLA Comply OLA Compliance Narration
Support Team Last This L.P. Last This
L.P. Week
Week Week Week
Last Week This Week L.P. Week
Week Week • All support teams are not met incident
Internal Helpdesk 114 123 106 103 106 93 90.4% 86.2% 87.7% OLA compliance target for the week.
IS Operation 84 88 71 79 72 64 94.0% 81.8% 90.1%
AMC 43 22 23 33 9 11 76.7% 40.9% 47.8% Way Forward
Infr.Mgt. 2 0 0 1 0 0 50.0% - -
• Teams should identify OLA compliance
ISS 23 19 32 19 16 27 82.6% 84.2% 84.4%
Info.Mgt. 0 0 0 0 0 0 - - - issues not to repeat for the next week.
District ISOP Support 885 738 719 765 614 607 86.4% 83.2% 84.4%
TOT/AVG. 1,151 990 951 1,000 817 802 86.9% 82.5% 84.3%
TOT/AVG WOD 266 252 232 235 203 195 88.3% 80.6% 84.1%

OLA Compliance Trend: Incident

L.P. Week Last Week This Week

87.7% 90.1%
84.4% 84.4%

47.8%
86.2% 81.8% 84.2% 83.2%

40.9%

90.4% 94.0% 76.7% 50.0% 0.0% 0.0% 82.6% 0.0% 0.0% 0.0% 86.4%

Internal Helpdesk IS Operation AMC Infr.Mgt. ISS Info.Mgt. District ISOP Support

7/25/2023 5
 [Week01,
[Week 03,2022/23
2023/24FY]
FY]OLA
OLAPerformance
PerformancePer
PerDepartment:
Department: Request
Request

Expected OLA Comply OLA Compliance Narration

Support Team L.P. Last This L.P. Last This
Last Week This Week L.P. Week  Only Info.Mgt. are met Service request OLA
Week Week Week Week Week Week
Internal Helpdesk 44 33 33 38 27 30 86.4% 81.8% 90.9%
compliance target for the week.
IS Operation 272 287 291 259 272 276 95.2% 94.8% 94.8%
AMC 19 5 10 15 2 8 78.9% 40.0% 80.0% Way Forward
Infr.Mgt. 11 6 6 11 6 4 100.0% 100.0% 66.7%
ISS 2,787 2,296 2,037 2,715 2,189 1,864 97.4% 95.3% 91.5%  All Teams shall consider their underperformance.
Info.Mgt. 59 38 53 56 35 52 94.9% 92.1% 98.1%
District ISOP Support 1,073 747 713 982 668 610 91.5% 89.4% 85.6%
TOT/AVG. 4,265 3,412 3,143 4,076 3,199 2,844 95.6% 93.8% 90.5%
TOT/AVG WOD 3,192 2,665 2,430 3,094 2,531 2,234 96.9% 95.0% 91.9%

OLA Compliance Trend: SR

L.P. Week Last Week This Week

94.8% 98.1%
90.9% 91.5%
85.6%
80.0%
66.7%

94.8% 100.0% 95.3% 92.1% 89.4%

81.8%

40.0%
86.4% 95.2% 78.9% 100.0% 97.4% 94.9% 91.5%

Internal Helpdesk IS Operation AMC Infr.Mgt. ISS Info.Mgt. District ISOP Support

7/25/2023 6
 [Week 03, 2023/24 FY] District OLA Performance Per District: Incident + Request
Expected OLA Comply OLA Compliance Expected OLA Comply OLA Compliance
District CBE Region L.P. Last This L.P. Last This L.P. Last This
L.P. Last This L.P. Last This L.P. Last This
Week Week Week Week Week Week Week Week Week Week Week Week Week Week Week Week Week Week
Adama 18 20 9 13 12 9 72.2% 60.0% 100.0%
CENTRAL REG. 925 730 677 847 650 585 91.6% 89.0% 86.4%
Ambo 50 37 60 50 34 54 100.0% 91.9% 90.0%
Arada 93 73 53 88 70 37 94.6% 95.9% 69.8% NORTH EAST REG. 508 347 295 471 294 265 92.7% 84.7% 89.8%
Assela 42 28 39 34 22 22 81.0% 78.6% 56.4% SOUTH WEST REG. 474 346 460 429 306 367 90.5% 88.4% 79.8%
Bahir Dar 152 104 97 144 93 90 94.7% 89.4% 92.8%
TOTAL/AVG. 1,907 1,423 1,432 1,747 1,250 1,217 91.6% 87.8% 85.0%
Bole 135 69 98 128 56 94 94.8% 81.2% 95.9%
Debre Berhan 49 23 22 47 19 21 95.9% 82.6% 95.5%
Debre Markos 73 46 42 70 46 42 95.9% 100.0% 100.0% District Justification Way Forward
Dessie 93 37 32 91 35 28 97.8% 94.6% 87.5%
Dilla 44 17 26 39 12 24 88.6% 70.6% 92.3%
Dire Dawa 9 6 2 5 1 0 55.6% 16.7% 0.0%
Gondar 79 84 57 75 77 52 94.9% 91.7% 91.2%
Hawassa 81 62 45 34 40 35 42.0% 64.5% 77.8%
Hossana 30 24 18 21 20 7 70.0% 83.3% 38.9%
Jimma 87 72 100 82 67 85 94.3% 93.1% 85.0%
Jijiga 1 10 3 0 2 2 0.0% 20.0% 66.7%
Kirkos 137 107 110 125 98 103 91.2% 91.6% 93.6%
Narration:
Kolfe 78 85 55 69 75 44 88.5% 88.2% 80.0%
Megenagna 196 165 158 177 160 138 90.3% 97.0% 87.3%  From twenty nine districts (excluding Shire) , only Four districts have met OLA
Mekelle 6 2 11 1 0 4 16.7% 0.0% 36.4%
Merkato 172 163 103 166 150 95 96.5% 92.0% 92.2% Compliance target.
Mettu 34 23 17 27 14 12 79.4% 60.9% 70.6%
Nekemte 46 28 43 46 25 35 100.0% 89.3% 81.4%  Ten districts registered very low OLA achievement.
Nifas Silk 86 77 92 75 61 67 87.2% 79.2% 72.8%
Robe 48 41 40 44 39 37 91.7% 95.1% 92.5%  All region are not met OLA Compliance target for the week.
Shashemene 41 35 40 31 24 32 75.6% 68.6% 80.0%
Shire 0 0 0 0 0 0 - - - The way forward:
Wolaita Sodo 22 9 32 21 9 24 95.5% 100.0% 75.0%
Woldia 28 10 17 25 6 15 89.3% 60.0% 88.2%  Districts with OLA compliance should keep in track, share their experience.
Yeka 20 12 8 19 12 7 95.0% 100.0% 87.5%
TOTAL 1,950 1,469 1,429 1,747 1,279 1,215 89.6% 87.1% 85.0%  Districts with lower OLA compliance should identify OLA compliance issues not
to repeat for the next week.
7/25/2023 7
 [Week 03, 2023/24 FY] Department OLA Performance Per Unit: Incident + Request
Expected OLA Comply OLA Compliance
Unit Name L.P. Last
This Week L.P. Week Last Week This Week L.P. Week Last Week This Week
Week Week Unit Justification Way Forward
Application Support 232 254 272 219 226 254 94.4% 89.0% 93.4%
Infrastructure Support 71 96 58 70 94 54 98.6% 97.9% 93.1%

Network Support and Rollout 7 6 6 5 6 6 71.4% 100.0% 100.0%

System Monitoring 2 0 0 0 0 0 0.0% - -
ERP Systems 7 2 7 2 0 3 28.6% 0.0% 42.9%
Switch System 0 0 0 0 0 0 - - -

Core Banking Systems 17 5 5 17 1 3 100.0% 20.0% 60.0%

Digital Channel 10 8 8 2 1 0 20.0% 12.5% 0.0%
Auxiliary Systems 28 12 13 27 9 13 96.4% 75.0% 100.0%
0 0 0 0 0 0 - - -
System Dev and Customization
8 5 3 8 5 3 100.0% 100.0% 100.0%
Narration:
Server Management
Database Management 1 0 0 1 0 0 100.0% - -  From Sixteen units of which TTs assigned, six IS units
Network Management 2 0 2 2 0 0 100.0% - 0.0%
0 0 0 0 0 0 - - -
are not met the OLA Compliance target.
Datacenter Management
Auxiliary Infrastructure 2 1 1 1 1 1 50.0% 100.0% 100.0%
The way forward:
IS Security 21 20 4 20 20 3 95.2% 100.0% 75.0%
Implementation & Administration  Units with OLA compliance should keep in track, share
Info Access Control 2,785 2,283 2,043 2,710 2,174 1,866 97.3% 95.2% 91.3%

0 0 0 0 0 0 - - -
their experience.
Cyber Security Operation Center
IS security Program Managemen
t
0 0 0 0 0 0 - - -  Units with lower OLA compliance should identify OLA
ISS PAM Support Team 0 1 0 0 0 0 - 0.0% -
compliance issues not to repeat for the next week.
Data Warehouse 51 21 41 48 18 40 94.1% 85.7% 97.6%
Data Science and Analytics 0 0 0 0 0 0 - - -
Enterprise Reporting 8 17 12 8 17 12 100.0% 100.0% 100.0%
Total 3,252 2,731 2,475 3,140 2,572 2,258 96.6% 94.2% 91.2%

7/25/2023 8
 [Week 03 2023/24 FY] Security Incidents OLA Compliance
(Incidents identified and Logged by Security Incident Analysis Team)
Expected OLA Comply OLA Compliance • Narration
Department Name This This Last
Week
Last Week L.P. Week
Week Week
L.P. Week This Week Last Week L.P. Week  From assigned security related incidents District
Internal Helpdesk 0 1 0 0 1 0 - 100% - ISOP Support unit met security incident OLA
IS Operation 0 0 0 0 0 0 - - - target for the week
District ISOP Support 2 100% 38% 40% • Way Forward
8 15 2 3 6
AMC 0 0 0 0 0 0 - - -  Higher attention/greater priority should be given
Infr.Mgt. 0 0 0 0 0 0 - - -
to security incidents
ISS 0 0 1 0 0 1 - - 100%
Info.Mgt. 0 0 0 0 0 0 - - -  The ISS team should strictly follow incident tickets
Total 2 9 16 2 4 7 100% 44% 44%
raised due to security violation

SI OLA Compliance Trend

L.P. Week Last Week This Week

100%
ISS 0%
0%

40%
District ISOP Support 38%
100%

0%
Internal Helpdesk 100%
0%

0% 20% 40% 60% 80% 100% 120%

7/25/2023 9
 [Week 03, 2023/24 FY] ATM Terminal Related Incidents OLA Compliance

ATM Terminal Incident OLA Compliance Trend • Narration

L.P. Week Last Week This Week  Only FRX ATM category met OLA target for
ATM Category Expecte the week.
Expected Comply % Expected Comply % d Comply %
FRX ATM 7 5 71.4% 4 4 100.0% 5 5 100.0% • Way Forward
Local ATM 550 477 86.7% 490 410 83.7% 454 385 84.8%
 Follow-up and consecutive reporting of
Total 343 288 84.0% 301 264 87.7% 259 219 84.6%
ATM incidents as Local and Forex
ATM Terminal Inc. OLA Compliance Trend transaction
120.0%
 ISOP & BC/DR mgt. & Internal Helpdesk
100.0%
100.0% should Strictly follow Mapping ATM
86.7% 84.8%
80.0% 71.4%
Terminal Incidents with ATM Asset.

60.0%
100.0%
40.0% 83.7%

20.0%

0.0%
FRX ATM Local ATM

L.P. Week Last Week This Week

7/25/2023 * FRX=Forex 10
 [Week 03, 2023/24 FY] Incidents & SR Resolution per Priority Level (i.e. Severity)
Incident
OLA Cmpliance Trend - Incident
OLA
OLA 800 667 120.0%
Priority Level Registered OLA Comply Complia
Breached 600
100.0% 93.3%
100.0%
nce 83.0% 429 80.0%
P1 1 1 0 100.0% 400 60.0%
50.0%
P2 1 0 1 0.0% 468 96 40.0%
200 64 304 22 20.0%
P3 64 30 30 50.0% 1 1 0 1 0 1 30 30
0 0.0% 0.0%
P4 667 468 96 83.0% P1 P2 P3 P4 P5
P5 429 304 22 93.3% Registered OLA Comply OLA Breached OLA Compliance
Total 1162 803 149 84.3%
Service Request
OLA Cmpliance Trend - SR
OLA
OLA 4000 150.0%
Priority Level Registered OLA Comply Complia 3054
Breached 3000
nce 100.0%
85.9% 93.1% 100.0%
P1 11 11 0 100.0% 2000
P2 3 1 2 33.3% 51.5% 50.0%
1000 33.3% 368 566
P3 368 186 175 51.5% 11 3
0 0.0%
P4 566 443 73 85.9% P1 P2 P3 P4 P5
P5 3054 2266 167 93.1%
Registered OLA Comply OLA Breached OLA Compliance
Total 4002 2907 417 87.5%
Narration:

 Based on the priority level, all incident tickets did not met the target level Way Forward:

.  Ticket resolution should consider priority level.

 Only P1 Service Request tickets met the target level

7/25/2023 11
 [Week 03, 2023/24 FY] Open and Breached Tickets by Age

Open for 5 to 10 Days Open for 10 to 15 Days Open for More than 15 Days Narration:
Department Name
INC SR Total INC SR Total INC SR Total
Internal Helpdesk 8 0 8 8 0 8 23 0 23  804 tickets (i.e. 445 incident & 359 SR) with OLA
IS Operation 0 0 0 2 0 2 7 0 7 breach are not yet closed for long period (i.e.
District ISOP Support 36 6 42 29 5 34 266 298 564
AMC 4 0 4 6 3 9 135 24 159 more than 15 days)..
Infr.Mgt. 0 1 1 0 0 0 1 11 12
ISS 3 50 53 1 9 10 13 14 27  The way forward:
Info.Mgt. 0 0 0 0 0 0 0 12 12
TOTAL 51 57 108 46 17 63 445 359 804  Awareness and frequent follow-up is required

Open and Breached Tickets by Age

Open for 5 to 10 Days Open for 10 to 15 Days Open for More than 15 Days

564

159

42 34 53
8 8 23 7 4 9 12 10 27 12
0 2 1 0 0 0

Internal Helpdesk IS Operation District ISOP AMC Infr.Mgt. ISS Info.Mgt.

Support

7/25/2023 12
 [Week 03, 2023/24 FY] Incidents Per Services
Top Affected Services
Incidents per Service Type
Mobile Banking
Core Banking  ATM Services 42.3 %: ATM Terminals
4.0% 0.4%
Internet Banking
0.1%
 Core Banking Service 4.0%: T24 related Incidents

 Enabler Services 39.7%: Network Support, Server & Storage,

Database, MQ and Web sphere, Payment Switch, Data Centre,
Desktop, Print & Peripherals, Security, etc.

Enabler Services  Internal services (ERP, CRM, GX, AD and EMAIL, ATS, ICD,
39.7%
ATM TEAMMATE, NG Screener, Reporting, etc.) 11.9%
42.3%

 Other Services (i.e. CBE Birr, Mobile Banking, Internet

Banking, Swift, POS, Forex services) takes the lowest share.

The Way forward

 Root cause analysis for frequent incidents on ATM and

Internal Services
11.9% Core banking services
Forex Money SWIFT
POS  Product based of Service categorization
Transfer Services Service CBEBirr
0.0%
0.3% 0.1% 1.1%

7/25/2023
13
 [Week 03, 2023/24 FY] Incident Resolution with Level of Support
Level of Resolution Narration:
First Level Support Second Level Support Third Level Support
Source of TT
(L1) (L2) (L3) Total  Most incidents resolution is processed at Level 2
L1 % L2 % L3 %
SMOC 0 0.0% 0 0.0% 5 100.0% 5 support Team (i.e. 82.0%).
CCC Phone Call 60 19.1% 248 79.0% 6 1.9% 314
Self Service 73 8.7% 701 83.6% 65 7.7% 839 The way forward:
SOC 0 0.0% 2 100.0% 0 0.0% 2
Total 133 11.5% 951 82.0% 76 6.6% 1,160  Publishing Knowledge/Solution, provide training
L.P. Week Last Week This Week and other skill & resource improvement activities
Level of Resolution
# % % %
so that more incidents can be handled at Level 1.
L1 150 10.65% 193 15.23% 134 11.54%
L2 1163 82.60% 1009 79.64% 951 81.91%
L3 95 6.75% 65 5.13% 76 6.55%
Total 1408 1267 1161
Level of Resolution

Incident Source Vs. Level of Resolution

300.0%

100.0%
250.0%

200.0%
SOC
83.6% Self Service
150.0%
CCC Phone Call
100.0% 0.0%
7.7%
1.9%
100.0% SMOC
79.0%
50.0%
8.7%
0.0%
19.1% 0.0%
0.0%
0.0%
L1 L2 L3

7/25/2023 14
 [Week 03, 2023/24 FY] Event/System Based Incidents Closure
System/Event based Incidents Closure (Without ATM) Security Incidents Closure
L.P. Week Last Week This Week L.P. Week Last Week This Week
Closed By Closed By
# % # % # % # % # % # %
System(Auto) 1 25.0% 2 40.0% 0 0.0%
System(Auto) 0 0.0% 0 0.0% 0 0.0%
Analyst(Manual) 3 75.0% 3 60.0% 0 0.0%
Analyst(Manual) 2 100.0% 3 100.0% 2 100.0%
Resolved but Not Closed 0 0.0% 0 0.0% 2 100.0%
Resolved but Not Closed 0 0.0% 0 0.0% 0 0.0%
Total Total 2 3 2
4 5 2

System Based Incidents Closure Security Incidents Closure

120.0% 120.0%
100.0% 100.0% 100.0% 100.0%
100.0% 100.0%
75.0%
80.0% 80.0%
60.0% L.P. Week L.P. Week
60.0% 60.0%
40.0% Last Week Last Week
40.0% 40.0%
25.0% This Week
This Week
20.0% 20.0%
0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
0.0% 0.0%
System(Auto) Analyst(Manual) Resolved but Not System(Auto) Analyst(Manual)
Closed

Narration: The way forward:

 100 % incidents were resolved but not closed . Whereas, All (100%)
 Incident closure should get equivalent attention as incident logging and
security based incidents closed manually by analyst.
reporting.

7/25/2023 15
 [Week 03, 2023/24 FY] Incident & SR Logging Trend By Source, Requester Group
Ticket Logging Trend
Source of TT L.P. Week Last Week This Week
This Week Last Week L.P. Week
IS Operation 9 0.6% 6 0% 6 0.5%
CCC Phone Call 335 23.7% 360 28% 314 27.0% 77.5%
Service Requests 78.6%
Self Service 1,054 74.5% 896 70% 840 72.3% 80.0%
IS Security 16 1.1% 9 1% 2 0.2%
22.5%
Incidents 1,414 20.0% 1,271 21.4% 1,162 22.5% Incidents 21.4%
Service Requests 5,647 80.0% 4,658 78.6% 4,002 77.5% 20.0%

TOTAL TICKETS 7,061 5,929 5,164

Incidents SRs Total TTs Ticket Share
DEPARTMENTS Service Branch HO Organs
Incident Total TTs
Qty Qty Request Qty 94.4%
Share Share 85.0%
Share
Branch 988 85.0% 3,778 94.4% 4,766 92.3%
HO Organs 174 15.0% 224 5.6% 398 7.7%
15.0%
Total 1,162 4,002 5,164 5.6%

Incident Share Service Request Share

Narration:  Assess and Confirm tools other than ICD are not in use for Incident and
 Higher Volume incident TTs Logged/Registered using the ICD self service Request reporting.
portal (i.e. 72.3%). Next, using Phone Call by 27.0%.
 Identification of tickets by reported by HQ analyze their nature and
 Acceptable volume of tickets from Branch.
recommend further mitigation action

The way forward:

7/25/2023 16
 [Week 03, 2023/24 FY] Incidents & SR Rejections Trend

Narration:
Incident Logging Rejection Trend
L.P. Week Last Week This Week  Higher (i.e. 43) incident TT rejection at Internal
100% 0
90% Helpdesk in the week.
43 1
80%
1
70% 0
60%  Highest (i.e. 1010) SR TT rejection at ISS dept.
50% 51
40% Next at district ISOP Support with 85 number of
30% 2
1
20%
44
TTs rejection for the week.
10%
0% 0 0 0 0
Internal IS Operation District ISOP AMC Infr.Mgt. ISS Info.Mgt. The way forward:
Helpdesk Support

 Increase cooperativeness of the support team to

SR Logging Rejection Trend request the missing data instead of rejection.

100%
90%
85 4 1010
80%
1 8 0 1
70%
60%
This Week
50% 102 937
40%
3 Last Week
11
30% L.P. Week
1 1
20% 6 1051
83
10%
0% 0 0
Internal IS Operation District ISOP AMC Infr.Mgt. ISS
Helpdesk Support

7/25/2023 17
 [Week 03, 2023/24 FY] Ticket Resolution Quality: Resolution Rejection by The Customer
Incident
L.P. Week Last Week This Week INC & SR Resolution Rejection Trend
Department Name
# % # % # % 10
Internal Helpdesk 0 - 3 37.5% 0 - 8
IS Operation 0 - 0 - 0 - 6
L.P. Week
District ISOP Support 8 100.0% 5 62.5% 3 75.0% 4
2 L. Week
AMC 0 - 0 - 1 25.0%
0 This Week
Infr.Mgt. 0 - 0 - 0 - Internal IS District AMC Infr.Mgt. ISS Info.Mgt.
ISS 0 - 0 - 0 - Helpdesk Operation ISOP
Info.Mgt. 0 - 0 - 0 - Support
Total 8 8 4

SR Level of Resolution Trend: Incident

L.P. Week Last Week This Week 90.00% 82.60% 81.91%
Department Name
# % # % # % 80.00%
70.00%
Internal Helpdesk 0 - 0 - 0 -
60.00%
IS Operation 1 8.3% 1 12.5% 2 25.0% L.P. Week
50.00%
District ISOP Support 1 8.3% 0 - 2 25.0% 40.00% 79.64% Last Week
AMC 0 - 0 - 0 - 30.00%
This Week
20.00% 10.65% 11.54% 6.75% 6.55%
Infr.Mgt. 0 - 0 - 1 12.5% 10.00% 15.23% 5.13%
ISS 9 75.0% 6 75.0% 3 37.5% 0.00%
Info.Mgt. 1 8.3% 1 12.5% 0 - L1 L2 L3

Total 12 8 8

Narration: incident & SR

 A total of 12 tickets (i.e. 4 incident tickets and 8 SR tickets) were rejected by
 The way forward:
the customer on the week.
 Each department should Study, analyze, and resolve the cause of each
 An oscillation nature of TT rejection trend from week to week for both
resolution rejection no to repeat for the next time.
7/25/2023
18
 [Week 03, 2023/24 FY] Use of Published Solutions
Narration:
*Res. % = Rate of incidents resolved with help of Published Solution
L.P. Week Last Week This Week  NO Incident was resolved using the published solutions
Department Name
for the weeks. This means all of the resolutions are
# Share % Res. % # Share % Res. % # Share % Res. %
Internal Helpdesk 0 0 - 0 0 - 0 0 - manually typing incident Symptoms, cause, and
IS Operation 0 0 - 0 0 - 0 0 - resolution steps.
District ISOP Support 0 0 - 1 100.0% 0.1% 0 0 -
 Manual provision of solutions will affect the quality of
AMC 0 0 - 0 0 - 0 0 -
solutions provided and add additional burden on the
Infr.Mgt. 0 0 - 0 0 - 0 0 -
performer
ISS 0 0 - 0 0 - 0 0 -
Info.Mgt. 0 0 - 0 0 - 0 0 - The way forward:
Total 0 - 1 0.1% 0 -
 Publishing of solutions (Knowledge Management
Process) for known error or incidents.

 Encourage use of published solutions specially at first

line support.

*Res. % = Rate of incidents resolved with help of Published Solution

7/25/2023 19
 [Week 03 , 2023/24 FY] Change Management Status Report

Open RFCs
Open RFCs with its Change Types
400 362 3%
12%
350
300
229
250 85%
200
150
100 42
50 -
- Emergency Normal Standard
New Queued Unauthorized Completed or Narration:
Implemented but
not closed
 From open RFCs, highest number (i.e. 362 are open, which are waiting for CAB
approval, So, the responsible personnel should direct the CAB members to clear
Open RFCs with its Impact Level
300
their backlogs.

250
 From these open RFCs, 85% are normal change types. Next emergency change
types with 12%.
200

 Based on the impact level of the RFCs, the medium impact level takes highest
150
274 number with 274. the next one is the High impact level by 114 RFCs.
100
The way forward:
50 114
96
 Responsible personnel should give high attention to properly follow-up the change
0 statuses to implement the change on time.
High Medium Low

 The changes which are implemented should be closed immediately by the

7/25/2023 responsible personnel. 20
Thank you!