Service Performance - DigiSolve ITBM service

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✦ AI Insights AI Generated

IT Service Level Management

Service Performance — December 2021

87.5%

SLA Compliance

+8.3pp

81.2%

Critical SLA

21/24

SLAs Met

Breaches

Zero Critical SLA breaches in December with 87.5% overall compliance, up from 79.2% in prior months, but 3 Critical SLAs remain in warning status across all major suppliers.

Critical SLA Performance

Critical SLA compliance improved to 81.2% (13 of 16 met) while all 8 Key SLAs achieved 100% compliance. Three Critical SLAs in warning — positioned just above breach thresholds but missing targets by 0.02% to 2.42%.

Supplier 1 — App Availability Tier 2 99.78%

Min 99.70% Target 99.80%

Gap to target: 0.02% — narrowest margin, but consistently hovering at threshold

Supplier 2 — EUC Incident Resolution P1 & P2 96.08%

Min 94.50% Target 98.50%

Largest gap at 2.42% — dropped from 100% in November

Supplier 3 — Server Availability Tier 2 99.76%

Min 99.70% Target 99.80%

Gap to target: 0.04% — similar marginal underperformance pattern

Key SLA Compliance

All 8 Key SLAs achieved 100% compliance — no action required. The gap between Key (100%) and Critical (81.2%) performance suggests targeted focus on Critical SLA categories will yield the highest improvement.

Actions & Watch Items

Monitor Supplier 2 incident resolution — largest gap at 2.42%, dropped from 100% in November

Engage All three suppliers on performance improvement plans for Critical SLAs

Review Critical SLA performance to sustain December improvement and achieve consistent 90%+

Full AI Narrative

IT Service Level Management

Zero Critical SLA breaches in December with 87.5% overall compliance, up from 79.2% in prior months, but 3 Critical SLAs remain in warning status across all major suppliers.

Critical SLA Performance Shows Improvement but Gaps Remain

Critical SLA compliance improved to 81.2% (13 of 16 met) while all 8 Key SLAs achieved 100% compliance. The three Critical SLAs in warning status are positioned just above breach thresholds but missing expected performance targets by 0.02% to 2.42%.

All Major Suppliers Have Warning-Level Critical SLAs

Supplier 1 (Applications): Application Availability - Tier 2 at 99.78% vs 99.8% expected (99.7% minimum)
Supplier 2 (End User Compute): Incident Resolution Time P1 & P2 at 96.08% vs 98.5% expected (94.5% minimum) — largest gap
Supplier 3 (Server): Server Availability - Tier 2 at 99.76% vs 99.8% expected (99.7% minimum)

Watch Items:

WARNING: Supplier 2's incident resolution performance dropped significantly from 100% in November to 96.08% — closest to breach threshold

WARNING: Availability SLAs for both Supplier 1 and Supplier 3 show similar marginal underperformance patterns

ACTION: Engage all three suppliers on performance improvement plans to move Critical SLAs from warning to met status

Narrative generated by AI — verify against source data