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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)
