This document contains service request and incident management data over a three month period from February to April 2017. It shows daily volumes of service requests and incident reports, with the highest volume of 2,420 on March 24th. The top service requests included requests for off-catalogue software, system access, email access on mobile devices, and new employee setup. Issues included problems with networking access, operating systems, printers, and teller devices. The spike on March 24th was investigated and found to have no major cause.

1. 1 Presentation name
59
0
10
20
30
40 50 60
70
80
90
100
Application Access & Software
66%
34%
0
10
20
30
40
50
60
70
80
90
100
Network
Connectivity
Services
Messaging
Services
Collaboration and Team Services
Conferencing Services
Contact Centre Services
176
71
312
120
Employee
Lifecycle
Employee
Lifecycle
Services
78%
629
96
0
10
20
30
40 50 60
70
80
90
100
Off Catalogue Request
520
Print Services
0
10
20
30
40 50 60
70
80
90
100
90
3792
0
10
20
30
40 50 60
70
80
90
100
Software and System Access Services
73
898
Telephony Services
0
10
20
30
40
50
60
70
80
90
100
Conferencing Services
193
34
64%
36%
253
Print Services
0
10
20
30
40
50
60
70
80
90
100
527
Workstation Hardware
Services

2. 2 Presentation name
85
85%
80
80%
73
73%
83
83%
Nedbank Managed Hosting End User Experience End User Communication
Experience
11 451 176 8 395 2 880
84 Percent
15 668
0
10
20
30
40 50 60
70
80
90
100
71 Percent
216
0
10
20
30
40 50 60
70
80
90
100
84 Percent
11 471
0
10
20
30
40 50 60
70
80
90
100
73 Percent
3 981
0
10
20
30
40 50 60
70
80
90
100
April 2017
March 2017

3. 3 Presentation name
11 451 176
9 998
6 360
8 152
9 341
11 571
8 395
3 542
2 430
2 801
3 706
4 044
2 880
239 155 211 198 216 176
82%
66% 70%
69%
73%
85%
62% 60% 70% 65% 71% 73%
83%
82%
85%
83%
84%
83%
83%
84%
87%
86%
84%
80%
13 779
8 945
11 164
13 245
15 831
11 451
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0
2 000
4 000
6 000
8 000
10 000
12 000
14 000
16 000
Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17
Service Request Volume and SLA %
EUX EUCX MH
EUX Volume SLA%
Windows Administrative (ADM)
Account
120 59%
Remote Connectivity - Remote
Token Access
750 32%
Move Network
Printer/Multifunctional Unit
37 55%
Access to Non Standard Websites 55 30%
EUCX
Multimedia Setup for Conferences 146 26%
Contact Centre Agent Bundle 60 44%
Nice Call Retrieval 51 52%
Telephone Branch Number
Change
105 41%
Telephone Headset 26 40%
Telephone Instrument 29 41%
MH
Server Access to a Share 161 71%
Under Performing Services - >10 Requests

4. 4 Presentation name
11 451 176
Service Name Status Desired Status
Implementation
date
Improvement
date
Team Comments Comments
85% SLA
Achieved
Installation of
SIM Card
Attend to service requests
timeously countrywide
(Campuses and Branches)
Enhance service by adding a new
service request type TZ “Set up a
new printer”
EUC
Different prices of headsets
delay the process (Propelo)
31 November
2016
Comments
Attend to service requests
timeously @ 135 Rivonia
Campus Enhance service to cater
only for users with a RICA
approved SIM card. • Sim card
installation: The service need to
be looked at holistically, Parts
that Kathleen(providing Sim
card) and LAN perform.
EUC
Mar-17
Identified a measuring error on
SM increased SLA as per
catalogue from 1day11hr to
2day15hr - applied first week
November 2016
EUC
Basic telephony 60% SLA
Achieved
85% SLA
Achieved
01-Nov-16
45% SLA
Achieved in
December 2016
Identified a measuring error on
SM increased SLA as per
catalogue from 1day11hr to
2day15hr - applied first week
November 2016
Printer
Connectivity
50% SLA
Achieved in
December 2016
85% SLA
Achieved
24-Jan-17 Mar-17
85% SLA
Achieved
15-Nov-16 31 November
2016
EUC
Telephone
headset
20% SLA
Achieved
24-Jan-17 ERF for SIM Card relevant
to SIM number obtained as
a pre--requeset (Propelo)
60%
43% 46%
89% 88% 86% 86% 84% 83%
0%
20%
40%
60%
80%
100%
Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17
SIP - Basic Telephony
Current Status Desired Status
20%
4% 11%
44%
75%
19%
41%
16%
40%
0%
20%
40%
60%
80%
100%
Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17
SIP - Telephone headset
Current Status Desired Status
50%
71% 72% 69% 67%
0%
20%
40%
60%
80%
100%
Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17
SIP - Printer Connectivity
Printer Connectivity Current Status Desired Status
45%
60% 54%
73%
0%
20%
40%
60%
80%
100%
Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17
SIP - Installation of SIM Card
Installation of SIM Card Current Status Desired Status

5. 5 Presentation name
Service Name Status Desired Status
Implementation
date
Improvement
date
Team Comments Comments
Comments
Server Access to
a Share P187
70% SLA
Achieved in
January 2017
Move assets
Bytes vendor
improvement
42% SLA
Achieved in
December 2016
85% SLA
Achieved
24-Jan-17 Mar-17
Jun-17
85% SLA
Achieved
15-Mar-17 Apr-17 SO
135 Rivonia
Service
Improvement
58% SLA
Achieved in
December 2016
85% SLA
Achieved
01-May-17 EUC Micromanage area as to
volumes coming in and assigned
out on continuous basis
FCR permanent engineers
allocated to assist with remote
work
Attend to service requests and
closures timeously. Use SO –
CC&G as an example of how to
manage the environment.
EUC Continuous vendor management
and engagement to take place
SIP reopened
42%
64% 70% 63% 68%
0%
20%
40%
60%
80%
100%
Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17
SIP - Move assets Bytes vendor improvement
Current Status Desired Status
76% 78% 70%
0%
20%
40%
60%
80%
100%
Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17
SIP - Server Access to a Share
Current Status Desired Status
75%
80%
85%
90%
95%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17
SIP - 135 Rivonia Service Improvement
Current Status Desired Status

6. 6 Presentation name
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Feb-17 1643 1789 1521 154 49 1421 1668 1788 1395 1403 211 60 1480 1309 1326 1569 1420 1287 1122 168 45 1606 1382 1181 95 17 1447 1523
Mar-17 1707 1683 1386 129 67 1730 1613 1852 1715 1497 127 62 1710 1615 1501 1542 1454 116 34 1111 56 1341 1305 2420 102 28 1446 1360 1528 1723 1233
Apr-17 84 16 1604 1597 1621 1551 1146 93 3 1703 1472 1401 1051 9 70 18 11 1449 1358 1235 1493 72 36 1579 1360 1252 30 663 63 2
0
600
1200
1800
2400
3000
Daily SR and IM Log - 3 Months Trend
Service Requests Incident Requests
Request for Off-Catalogue Request 42 NAS FE 144
Request for Software and System Access Services 40 OPERATING SYSTEM- WINDOWS 7 42
initial 30 MS OUTLOOK 27
Request for New Employee Set-up 29 OPERATING SYSTEM 24
Request for Email Access on Mobile Device 22 PRINTER CONFIGURATION 20
Request for Unsubscribe Lync Service 20 TCR TELLER DEVICE 19
Request for TIM Application Access Request 19
Request for Office Moves 17
Request for Set up user on another workstation 16
Request for Email - Branch Mailbox 14
Request for Move Assets from Office to Warehouse 14
Request for Multimedia Setup for Conferences 14
Request for Printer Connectivity 14
SR & IM peak 24th of March 2017 - The following has been identified as some of the reasons for a sudden spike on the day. There is no realtions to a major