"We wanted a flexible company that could meet our needs quickly. We cannot afford to have our systems down for any length of time. IT Force in its proposal and subsequent delivery of service has proven its superior speed of response."
Diarmaid O'Corrbui, Prospectus
Performance Metrics
| Oct 09 | Quantity | Average Response Time (mins) | Average Resolution Time (hrs) |
|---|---|---|---|
| Priority 1 | 0 | n/a | n/a |
| Priority 2 | 0 | n/a | n/a |
| Priority 3 | 753 | 4 | 0.88 |
Response Times V Resolution Times
A lot of IT service providers use “response times” as their key metric. This is where you get a response to an issue you have logged. Response times can be deceiving as it only indicates that the job has been registered – e.g a telephone pick up, the times its logged into the system, etc. For this reason our key metric is “resolution times” and our resolution times are the best in our industry.
October 2009 - Response Times
Last month we recorded no major system outages (Priority 1s and 2s) across our Managed Services client base. This is typically due to the suite of proactive system management and monitoring tools we use for all Managed Services clients. These systems notify us of potential issues before they become a problem so our consultants can take pre-emptive action to prevent any impact on our clients operations.
We had 753 "Priority 3" requests which were all resolved within a one hour period.
Priority definitions
Priority 1
There is a Critical System, Function, Report or Data Transfer outage that directly impacts service delivery, operations and/or profit.
Priority 2
Service partially usable with medium impact on client operations or a Priority 1 problem to which a temporary work-around has been applied or at a non-critical time.
Priority 3
A Non-critical System, Function, Report or Data Transfer is down, unusable or difficult to use with some impact operations, but no immediate impact on service delivery and/or profit.
IT FORCE SYSTEMS & TECHNOLOGIES
