IT Service Management

IT Service Desk

Trend Remedy Tickets April 2013 February 2014

40000

80.00%
74.12%
71.47%
67.40%

35000

64.91%
58.88%

30000

59.17%

61.20%

61.57%

66.68%

70.00%

59.98%
60.00%

54.43%
25000

50.00%

20000

40.00%

15000

30.00%

10000

20.00%

5000

10.00%

41365

41395

41426
Total Ticket

41456

41487

41518

Total Resolved 1st Level

41548

41579

41609

41640

Percentage Servicedesk Contribute

41671

0.00%

OLA Achievement April 2013 February 2014

Case
Type

Total Tiket
Met

Total Tiket
Missed

Total Tiket
(Met + Missed)

Acheivement
OLA

Apr
2013

Incident

170

170

100%

Request

25946

25950

99.98%

Mei
2013

Incident

190

192

98.96%

Request

31215

94

31309

99.70%

Jun
2013

Incident

152

154

99.10%

Request

31174

31181

99.98%

Incident

145

145

100%

Request

33880

33880

100%

Aug
2013

Incident

109

109

100%

Request

32284

32285

100%

Sep
2013

Incident

74

74

100%

Request

25241

25243

99.99%

Jul 2013

OLA Achievement Sep 2012 Mar 2013

Total
Ticket
Okt
2013
Nov
2013
Des
2013
Jan
2014
Feb
2014

Request

Restoration

Met

Misse
d

Achevement

30777

11610

19167

29665

1112

96.39%

30907

7387

3339

4048

753

97.54%

27747

7506

20255

27498

249

99.05%

31321

7223

24098

31112

152

99.51%

29608

5835

23773

29527

81

99.73%

From October 2013 Telkomsel has Changed SLA/OLA Configuration

based on KIP.

Call Handling 505 Achievement

8000

100%

Masa transisi Agent

Baru

7000
79%

75%

78%

87%

90%

84%

82%

81%
81% 80%

83%

6000
70%
68%

5000

60%

4000

50%
45%
40%

3000

30%
2000
20%
1000

10%

41365

41395

Calls Offered

41426

41456

Answered Calls

41487

41518

Abandoned Calls

41548
Calls Busy

41579

41609

SLA Achievment

41640

41671

Min. SLA Target

0%

Average Ticket Resolution Time in 1st Level

08:24

07:12

07:23

Service Desk Manage to

Decreased 1st time Resolution
to 1 hours
06:03

06:00
05:27
04:48

04:16

04:23

03:36

03:22
02:59

02:24

02:07
01:23

01:12

00:00
Apr-13

Mei-13

Jun-13

Jul-13

Agu-13

Sep-13

Okt-13

Nov-13

Des-13

01:12

Jan-14

01:25

Feb-14

Servicedesk Manage to decrease first level resolution aging due to new SLA/OLA Configuration
form Telkomsel.

Issues and Suggestions

Issues
Usage of IDM is not optimized yet
No specific format for non-permanent
employee Remedy User account
Verification system for password reset
request is not by IT Security Standards
SOP on Request from Gerai and Grapari
is not clearly defined yet

Issues and Suggestions

Suggestion
All IT Application should be integrated to
IDM system.
Request for User Remedy creation for
non-permanent employee should be
centralized.
Create SMS GW for Request Password
Domain like reset pass dzone.
Clearly defined SOP which should be
agreed from all levels, from the frontline
to IT/NO.

IT Service Desk
Specialist Operation

Trend Remedy Ticket IT Service Desk Specialist CRM AM

Operation
April 2013 Feb 2014

8000

96.44%

97.21%

100.00%

97.78%
96.16%

7000

95.67% 96.08%

95.77%

96.74% 96.55%

94.35%

94.06%

95.00%

6000
90.00%
5000

4000

85.00%

3000
80.00%
2000
75.00%
1000

41365

41395

41426

41456

CRM 1st level

41487
total tiket

41518

41548

41579

41609

41640

persentase team specialist contribute

41671

70.00%

Trend Remedy Ticket IT Service Desk Specialist VAS AM

Operation
April 2013 Feb 2014

16000

100.00%

99.37%
14000

98.37% 98.19%

98.99% 99.25% 99.15% 99.08% 98.74% 98.86%

95.00%

95.07%
12000

90.00%
10000

8000

85.00%

6000
80.00%
4000
75.00%
2000

73.75%
0

41365

41395

41426

41456

VAS 1st level

41487
total tiket

41518

41548

41579

41609

41640

persentase team specialist contribute

41671

70.00%

CRM App. Mgt. Division Service desk Specialist Remedy OLA

Achievement
during April 2013 Sept 2013

Apr-13

Mei-13

Jun-13

Jul-13

Agu-13

Sep-13

Case Type

Ticket Met

Ticket
Missed

Missed + Met

OLA
Achievement

Incident

14

14

100%

Request

6296

6296

100%

Incident

22

22

100%

Request

6115

6115

100%

Incident

100%

Request

1764

1764

100%

Incident

10

10

100%

Request

6719

6720

99,99%

Incident

13

13

100%

Request

6484

6484

100%

Incident

100%

Request

5185

5185

100%

CRM App. Mgt. Division Service desk Specialist Remedy OLA

Achievement
during Oct 2013 Feb 2014

Okt-13

Nov-13

Des-13

Jan-14

Feb-14

Case Type

Ticket Met

Incident

2903

Request

3542

Incident

4056

Request

3339

Incident

3527

Request

2354

Incident

5275

Request

3137

Incident

3644

Request

2283

Ticket
Missed

Missed +
Met

OLA
Achievement

177

6268

97,25%

163

7395

97,80%

29

5910

99,51%

8412

99,92%

5927

99,88%

From October 2013 Telkomsel has Changed SLA/OLA Configuration

based on KIP.

Mission Critical VAS App. Mgt. Division Service desk Specialist

Remedy OLA Achievement
during Apr 2013 Sept 2013

Apr-13

Mei-13

Jun-13

Jul-13

Agu-13

Sep-13

Case Type

Ticket Met

Ticket Missed

Missed + Met

OLA Achievement

Incident

24

24

100%

Request

4647

4647

100%

Incident

48

48

100%

Request

8452

8452

100%

Incident

14

14

100%

Request

4519

4519

100%

Incident

58

58

100%

Request

17689

17690

99,99%

Incident

41

41

100%

Request

2222

2222

100%

Incident

40

40

100%

Request

9590

9590

100%

Mission Critical VAS App. Mgt. Division Service desk Specialist

Remedy OLA Achievement
during Oct 2013 Feb 2014
Case Type

Ticket Met

Incident

9757

Okt-13
Request

3437

Incident

10898

Nov-13
Request

2561

Incident

6638

Des-13
Request

Incident

12649

Jan-14
Request

1549

Incident

14421

Feb-14
Request

Ticket Missed

Missed + Met

OLA Achievement

2198

13194

83,34%

1714

13459

87,26%

40

6678

99,40%

12

14198

99,92%

34

15949

99,79%

1528

From October 2013 Telkomsel has Changed SLA/OLA Configuration

based on KIP.

Issue & Suggestion

Issue :
Minimum Process Transfer Knowledge Management
Information after Release for new Product / Change Request
SOP Create ticket remedy for User IT

Suggestion :
Product Catalogue & monitoring ticket problem
Process Transfer Knowledge for new problem
More deep analyst for ticket problem

IT Operation Center

Overall Project Achievement ITOC 2013 - 2014

Measurement of
No Service Level

Achievement

Target

Apr-13 Mei-13 Jun-13 Jul-13 Agu-13 Sep-13 Okt-13 Nov-13 Des-13 Jan-14 Feb-14
1 Operational Time
2

Alarm & Incident

Reporting

3 Abandon Call
4

Handover Shifting
Time

ITOC Agents
5 Absences without
reason

24x7

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

Daily / Weekly /
Monthly

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

2% / month

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

2%/month

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

3 day / year

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

Overall Project Achievement ITOC 2013 - 2014

No.
1
2

SLA Achievement
Alarm Handling for Premium
Services
Alarm Escalation Response Time (L1)
Wrong Alarm Escalation

April
Target
5 Minutes
2% / Month

Alarm Handling for Premium

Services

Alarm Escalation Response Time (L1)

Wrong Alarm Escalation

No.
1
2

SLA Achievement
Alarm Handling for Regular
Services
Alarm Escalation Response Time (L1)
Wrong Alarm Escalation

1
2

Alarm Handling for Regular

Services
Alarm Escalation Response Time (L1)
Wrong Alarm Escalation

July

Aug

Sep

99,81%
99,95%

99,51%
99,53%

99,85%
99,80%

Des

Jan-14

Feb-14

Achievement

99.00% 99,79% 99,41%

98.00% 99,56% 99,83%

Oct

99,75%
99,96%

Nov

Target

KPI

5 Minutes

99.00%

99,66%

99,72%

99,57%

99,33%

99,18%

2% / Month

98.00%

99,89%

99,52%

99,91%

99,88%

99,73%

Achievement

April
Target

KPI

5 Minutes
2% / Month

99.00%
98.00%

SLA Achievement

No.

June

KPI

SLA Achievement

No.

May

May

June

July

Aug

Sep

99,58%
99,59%

99,76%
99,81%

Achievement
99,86%
99,90%

Oct

99,53%
99,64%

99,73%
99,61%

Nov

99,89%
99,74%

Des

Jan-14

Feb-14

Target

KPI

Achievement

5 Minutes

99.00%

99,83%

99,84%

99,55%

99,48%

99,12%

2% / Month

98.00%

99,76%

99,80%

99,86%

99,92%

99,81%

Issues and Suggestions

Issues

Product Knowledge on newly released product, that will be monitored by ITOC

should be addressed to ITOC Team
Matrix application admin
Coordination with NOC

Suggestion

More sharing session with application admin and team product

Arrange meeting with relate parties regularly ( ie NOC ) to minimize miss
communication

Thank You