Service Improvement Goal for FY19 IAP

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Overview and Goal Description

The timely fulfillment of Information Technology requests such as network port activations, phone installs, server provisioning, APeX reports, and account requests all have a direct impact on the productivity of our faculty, staff, students and caregivers. This year, we will be implementing Service Level targets which is a widely adopted key performance indicator (KPI) for IT service organizations. Service Levels targets specify a completion percentage within a specified timeframe (e.g. 80% resolved within 5 business days). In the past, we have used Mean Time to Resolution (MTTR) to measure service delivery expectations, which is a broad average and easily skewed by statistical outliers. As such, Service Levels is a more optimal way of measuring performance and managing customer expectations. 

Why we chose this goal

We chose to focus on RITMs as it presented the greatest area of opportunity for improving service delivery. We chose not to focus on Incidents as our baseline service levels were already in the upper 80% range and therefore any improvement would be less impactful to the organization. Incident SLA will continue to be a KPI for Enterprise IT despite not being part of this year's goal.

What is our baseline and attainment levels?

Global SLAs on RITMs were implemented on 2/8/18 and our baseline is 80.5%. This number represents the percentage of RITMs resolved within 5 business days. Measurement period is 2/8/18 through 6/30/18. 

  • Threshold 82%
  • Target 83.5%
  • Outstanding 85%
How will this benefit the organization?

Improving Service Level performance for IT service requests will provide faculty, staff and students with more timely access to the information technology they need to perform their role, resulting in higher worker productivity, patient care safety and quality, and IT customer satisfaction. Further, communication of our Service Level targets will provide more realistic delivery time expectations so our customers can plan accordingly.

How will goal achievement be measured?

All Request Items (RITM) are logged in ServiceNow, a case management system used by IT. Service Level targets for RITMs were configured in the system on 2/8/18. As such, baseline figures were determined using data from February 8, 2018 through June 30, 2018. Performance is calculated by dividing the total number of RITMs that were resolved within 5 business days by the total number of RITMs resolved.

How were the attainment levels selected?

There are several high-profile IT initiatives that are underway which are expected to draw resources away from handling service requests and toward projects. Such initiatives include Network Admission Control (NAC), password change, and support of UCSF Health initiatives such as Marin General. In addition, we expect the volume of RITM tickets to grow by over 7% this year based on current projections. We anticipate all of these factors to significantly impact IT's ability to maintain current Service Levels and existing processes will have to be re-engineered and/or automated to achieve these targets.

How many ServiceNow assignment groups receive RITM tickets?

There are 55 groups in total which are managed by 36 different managers.

How can I see our year-to-date performance?

Performance results can be viewed by going to the Enterprise IT dashboard and navigating to the "FY19 IAP" tab. 

Are there any pause conditions for SLA?

For Global SLAs, the only pause condition will be when the State is in "Pending.Customer." Use of this condition will be closely monitored by the ITSM team. The Global SLAs start the moment a ticket is assigned to an Enterprise IT group and ends when it is closed. 

Does Pending Approval pause the SLA clock?

No, the Enterprise Request Management policy has been to allow the SLA clock to run while awaiting customer approval.  The intent of this decision was to encourage IT to follow-up with the approver and not let tickets "off the radar." This practice is already factored into our baseline. 

How can I contribute to this goal?
  1. Review your team specific baseline performance and work to improve off that number. We understand not every team nor service request type can meet the IAP targets; however, any improvement off the baseline will help us toward our goal.  Check with your manager for the team specific baseline data.  This data can also be viewed from the Enterprise IT Dashboard in ServiceNow. 
  2. Look for ways to automate and streamline the process. You may have heard complaints from customers or experienced long delays yourself when requesting RITMs. You can initiate process improvement requests by bringing this to the attention of the service owner and the ITSM team.
  3. Look for opportunities to handle Incident as an RITM. There are distinct benefits of RITMs over Incidents, including the ability automate workflow using PowerShell, orchestration, and APIs. Other benefits include: direct assignment to the “right” resolver group bypassing the Service Desk, and parallel task creation. Consider this option if you feel you can leverage the benefits of an RITM.
  4. Look for ways to support your members who handle RITMs and offer help by taking on some of their workload (where it makes sense).
How does this work on RITMs with custom SLAs that run longer than the Global SLA? 

We acknowledge that you may have custom SLAs which have targets that extend beyond 5 business days.  You may continue working toward the custom SLAs as they were predefined. However, we encourage you to look for improvement opportunities to shorten fulfillment time and resolve before 5 business days. 

The Global SLA target of 5 business days is unachievable for certain RITM types.  Can they be excluded?

We understand the 5 business days target does not make sense for all request types - but this is a starting point.  As our SLA Management Process matures, we expect to identify certain request types that should have custom SLA targets.  Service owners can request a custom SLA by submitting an Incident to ITSM_Process.  However, it will not be excluded from the Global SLA and will continue running until 6/30/19 to maintain integrity of our IAP goal measurement. 

Please contact [email protected] if you have any questions.