A07_Attachment_5_-_Ticket_Volume_Metrics_(SPS-A_and_FPDS-NG).pdf

Appendix

The following metrics and analysis are provided as historical information.

The chart below shows the number of SPS‐A tickets since Jan 2012. The number of tickets remaining unsolved at the time of the report was 4% of tickets and is within normal trending (5% annually). There were 443 tickets in October, down significantly from September, which had almost double the amount of volume (763). The sudden decrease in volume following fiscal year end is consistent with previous years.

SPS‐A Ticket Volume: January 2012‐October 2016

The vast majority of tickets (83%) were categorized as Tier 2, with the remaining falling under Tier 1 (8%

Level 1 and 9% Level 2). The Army Enterprise Service Desk addresses all Tier1 tickets while the ART is responsible for the Tier 2 tickets. While these metrics fall within normal limits of annual trending (annual average of 79%), this is the highest Tier 2 ticket volume since reporting began in October FY2016. This is likely attributed to (1) migrating new sites into the enclave, resulting in a spike in new account creations;

and (2) 29 tickets (7% of all monthly tickets) logged as “GFEBS Pre‐Award Check” which was new functionality introduced into the enviornment.

Service Requests made up the majority of tickets (64%) throughout the year, while Incidents1 made up the remaining 36%. This distribution is within normal trending. The majority of October 2016 tickets were classified at a low priority (64%); followed by medium (34%) and high (2%). The frequency of low priority tickets is a significant increase (20%) over September 2016, when just over half of tickets were categorized as low priority (51%). This is attributed to the closing of End of the Fiscal Year activities and subsequent tapering off in levels of urgency.

The majority of October tickets were classified at a low priority (64%); followed by medium (34%) and high

(2%). The frequency of low priority tickets is a significant increase (20%) over September, when just over half of tickets were categorized as low priority (51%). This is attributed to the closing of EOY activities and subsequent tapering off in levels of urgency.

Ticket Distribution by Day of the Week

99% of tickets were submitted during the week, with the remaining percentage falling on Saturday (1%).

This is consistent with previous reporting periods. Tuesday, Wednesday, and Thursday exhibited the highest frequency of submitted tickets (22%, 23%, and 22% respectively). This was also consistent with historic trending, with Tuesday and Wednesday accounting for the highest ticket volumes.

1 A Service Request is defined as “a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user”; while an Incident is defined as “an unplanned interruption to an IT Service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident — for example, failure of one disk from a mirror set”.

Ticket Volume View by Hour Reported

The majority of tickets continue to be submitted during “Core Business Hours” (i.e., 0800‐1700 EST). This is followed by those tickets submitted during “Early Bird” and “Late Night”.2 This is consistent with previous reporting period as well as in‐depth hourly analysis conducted in February 2016.

2 Core Business = 0800‐1700; Late Night = 1700‐0000; Early Bird = 0000‐0800.

FPDS‐NG Volume: January 2014‐October 2016

The chart below shows the number of FPDS‐NG tickets since Jan 2014. 30 tickets remained unresolved at the close of the October 2016, which represents a closure rate of 71% (up from 50% in September 2016).

The majority of FPDS‐NG tickets (53%) were classified as medium priority, followed by low (40%). This is a drop from last month, which had 62% medium priority tickets. There were 4 high priority tickets received during the month (4%). The majority of FPDS‐NG tickets were Service Requests (62%), with the remaining tickets categorized as Incidents. This is within normal trending over the last 90 days.

30% of FPDS‐NG tickets were for Account Maintenance, which was the same in September 2016. Of the

Account Maintenance tickets, 89% were handled at the FPDS‐NG Tier 2 level, which is slightly higher than

September 2016 (87%). Last month, there were a high number of Account Maintenance tickets being handled at Tier 2 rather than at Tier 1 which is being corrected and the procedure is being improved. Apart from Account Maintenance, the remaining tickets were General (39%) and Cannot Create Contract Action

Report (CAR) (23%).

There are opportunities to mature and improve the responsiveness of FPDS‐NG tickets and provide more education to the user community.