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Remedy Statistics April 2009

This document presents an analysis of Remedy ticket statistics from April 2009, focusing on incident, task, and request tickets. Notably, GRS requests are excluded. Key findings include dispatching times and resolution statistics categorized by business area and building. The analysis reveals that 78% of tickets are raised by DTS, with 83% resolved within 24 hours. A detailed breakdown shows that 32% of tickets originate from GLAM and CCR, while 27% come from IBD. The document also discusses fluctuations in ticket volume throughout the month.

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Remedy Statistics April 2009

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  1. Remedy Statistics April 2009 Paris Desktop Support Analysis only done with Remedy tickets (Incident-Task-Request) (GRS requests are not included in these slides) May 28th 2009 Van Ettinger Etienne

  2. Summary Remedy Tickets dispatching Time for resolution Remedy tickets by Business Area Remedy Tickets by Building Fluctuation of tickets during the month

  3. Remedy Tickets dispatching by site (Basel=USC, Paris=DTS) 78% of Remedy tickets are raised by DTS

  4. Time for resolution 83% are resolved before 24 hours

  5. Remedy tickets by Business Area (in percentage) 32% are from GLAM and CCR 27% are from IBD

  6. Remedy tickets For GLAM/CCR Integration 80 of 254 Tickets has been created and resolved by DTS PARIS IB For GLAM/CCR Integration

  7. Fluctuation of tickets during the month

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