Service Presentation.pdf - Google Drive

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THE BENEFIT • • •

Total # of Documents: ~900; Total # of Files: 11000+ Audience: Online, GTS, ESO, Shared Services (e.g. Network/Data Centers) The spread of the Documents across Service Lines (approximately) – – – –

Online 37% GTS 33% Shared Services 20% ESO 10%

GTS 33% Online 37% Shared Services 20% ESO 10%





Number of hits to the Document Repository

Top 3 most searched Documents: – – –

UNIX Troubleshooting Procedures Web Servers Runbook BF3

Month

Uniqu e visitor s

Numb er of visits

Pages

Hits

Bandwid th

Jan 2011

491

3010

46624

105118

2.23 GB

Feb 2011

515

3253

44151

101494

2.36 GB

Mar 2011

565

4015

56805

124979

2.73 GB

Apr 2011

532

3411

49940

105856

2.37 GB

May 2011

671

4296

62274

129316

2.94 GB

Jun 2011

615

3997

55931

117301

2.61 GB

Jul 2011

660

3681

49225

104959

2.50 GB

Aug 2011

685

3776

49153

107873

2.47 GB

Sep 2011

778

4148

51439

112321

2.57 GB

Oct 2011

838

4293

57797

121380

2.94 GB

Nov 2011

752

4190

53078

111746

2.64 GB

Dec 2011

693

3622

45108

94735

2.29 GB

THE IMPACT CM Tickets Completion CM Task resolutions that met SLA (target of 80% within 72hrs - 55 tickets per month) 92

87 73 54

71

52

66 52

41

Jan 88%

Feb 75%

Mar 80%

82 58

47

72

71

66

72

41

May 81%

June 88%

July 82%

Num of tickets per month

Aug 85%

Sep 75%

Oct 80%

Nov 73%

Avg Completion Time (hrs)

SOX Tickets Completion SOX term resolutions that met SLA (May 2010 to Apr 2011 - target of 95% within 120hrs) Starting May 2011 - target of 100% within 240 hours

243 172

186

170

154

138

123

146

144 102

95

Jan 75% Feb 80%

Mar 66%

Apr 75%

May 100%

65

56

47

Apr 83%

85

80

77 77

June 100%

July 100%

Aug 100%

Avg Completion Time

Sep 100%

Oct 100%

87

Nov 100%

Dec 100%

Dec 78%

THE CATCHALL: OWNERSHIP AND REVIEWS Activity

SO

New Services (Project)

• • •

X

Maintenance

X

Retire

X

Sign-off

SD

X

Commitment by all players for maintaining documents Validation from the named owners for each document Complete the remaining document reviews

Guiding Principles: • T1 review 6 months • T2 review 9 months • T3 review 12 • T4 no review • 2 weeks to review a document • Metrics: %Reported Errors, %Accuracy (post review)

Tier

Services

RunBook

Gap

2

43

32

11

3

46

24

22

4

7

4

3