KPI YTD 2021 Overview

How many major incidents we had this year?

• 7

• 21

• 48

What is our average resolution rate for Prio 1&2 incidents in hours?

• 35

• 84

• 86

What is the shortest planned time window of the change [in seconds]?

• 0

• 1

• 2

How many changes from 30 reviewed by auditors on the last ISAE audit had findings?

• 7

• 9

• 20

How many standard change templates were not ever used?

• 170

• 190

• 120

How many changes created last year were completed this year?

• 56

• 201

• 563

What do you think is the most used change type this year?

• normal

• standard

What is the maximum count of change ticket reassignment?

• 60

• 23

• 37

How many NORMAL changes were approved OOT (late approval was given)?

• over 500

• over 1000

• over 1500

What is longest actual effort booked within the case closed this year in hours?

• 591

• 643

• 1326