Percentage of Software Requests Fulfilled Within Established Service Level Standards
Software provisioning provides an end-to-end request fulfillment process for Workplace Technology Devices (WTD) software. This metric is the percentage of time that SSC completes a software request within established service levels.
Calculation / formula: Number of software requests completed within established service levels / total number of software requests completed X 100 = %.
Baseline: 10 days for processing requests using existing standing offers 80.00% of the time.
Note(s): Customer chooses a software title from the WTD base SW list via the SSC SW order form creates an order number then sends an email to the Provisioning Services Mailbox for processing. This metric starts to get tracked once the customer creates the order number with WTD Provisioning. WTD then keeps track of all its Base SW orders in the Tracking License Allocation spreadsheet. Target: 90.00% (SSC completes a software request within established service levels 90.00% of the time).
- Publisher - Current Organization Name: Shared Services Canada
- Licence: Open Government Licence - Canada