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Operations Role (KPIs (SLA Performance (% target achieved), Productivity…
Operations Role
KPIs
SLA Performance
% target achieved
Productivity
Resource Utilisation
% Productivity target
Quality Assurance
Process Adhearance
No. of process failures
Delivery Management
Quality & Assurance
Solutions Provided
ITSM Ticket information
Governance and Controls
Queue Management
Ticket Allocation
Driving / Accountability
LSC Role / Accountability
Team Structure
Role Clarity
Sufficient redundancy
Supports absences
Aging Tickets
SLA Tracking
Resource Utilisation
Graph: Resource Utilisation data weekly
Quality
Governan