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IBM/GS Performance L1 & L2 - Beacon
350

350
318 322

Closed

Created

300

271
259

252
250 235 2

305 304
1

301

SLA Not
Met

229
218

275
264

271
3

252
242

300

250

217 221

SLA
Met

200

200

Created
Closed

322

150
259

250

221

218

100

268

303

150

275

SLA NOTMET

242

Rework

50

RE-WORK

100

50
1

1

2

0

0
Jan '09 Feb '09 Mar '09 Apr '09 May '09 June '09 July '09 Aug '09 Sep '09

IBM Confidential

© Copyright IBM Corporation 2007

© 2009 IBM Corporation
Average Resolution Time (2008 – 09)

Average Resolution Time
250

Average Resolution

200

150
Very low

100

50

0
Oct '08

IBM Confidential

Nov '08

Dec '08

Jan '09

Feb '09

Mar '09

Apr '09 May '09

Jun '09

Jul '09

Aug '09

Sep '09

© Copyright IBM Corporation 2007

© 2009 IBM Corporation
BEACON HD

20
18
16
14
12
10
8
6
4
2
0

Aging as on 24 Sep 2009
LCoE L3
L2 IBM/GS
L1 IBM/GS

7
5

< 1 wk

IBM Confidential

1

3
1 wk

3

1
2 wk

3 wk

4 wk

1
1 Month

2 Month

© Copyright IBM Corporation 2007

© 2009 IBM Corporation

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Sample slides 2

  • 1. IBM/GS Performance L1 & L2 - Beacon 350 350 318 322 Closed Created 300 271 259 252 250 235 2 305 304 1 301 SLA Not Met 229 218 275 264 271 3 252 242 300 250 217 221 SLA Met 200 200 Created Closed 322 150 259 250 221 218 100 268 303 150 275 SLA NOTMET 242 Rework 50 RE-WORK 100 50 1 1 2 0 0 Jan '09 Feb '09 Mar '09 Apr '09 May '09 June '09 July '09 Aug '09 Sep '09 IBM Confidential © Copyright IBM Corporation 2007 © 2009 IBM Corporation
  • 2. Average Resolution Time (2008 – 09) Average Resolution Time 250 Average Resolution 200 150 Very low 100 50 0 Oct '08 IBM Confidential Nov '08 Dec '08 Jan '09 Feb '09 Mar '09 Apr '09 May '09 Jun '09 Jul '09 Aug '09 Sep '09 © Copyright IBM Corporation 2007 © 2009 IBM Corporation
  • 3. BEACON HD 20 18 16 14 12 10 8 6 4 2 0 Aging as on 24 Sep 2009 LCoE L3 L2 IBM/GS L1 IBM/GS 7 5 < 1 wk IBM Confidential 1 3 1 wk 3 1 2 wk 3 wk 4 wk 1 1 Month 2 Month © Copyright IBM Corporation 2007 © 2009 IBM Corporation