FY 2026 Monthly (15,557 tickets) vs First Week of April · Mar 30 – Apr 5, 2026 (9,699 tickets)
Total Tickets
Monthly
15,557
Apr W1
9,699
SLA Achievement
Monthly
97.2%
Apr W1
96.2%
Avg MTTR (Hours)
Monthly
8.7h
Apr W1
7.12h
CSAT Score
Monthly
88.1%
Apr W1
84.4%
SLA % by team — Monthly vs April W1
| Team | Monthly | Apr W1 | Δ |
|---|---|---|---|
| Service Desk | 99.5% | 99.6% | +0.1% |
| Systems | 87.0% | 76.7% | -11.8% |
| Field Services | 98.1% | 99.3% | +1.2% |
| Applications | 99.9% | 98.7% | -1.2% |
| MOE | 99.3% | 98.2% | -1.1% |
| NOC | 95.8% | 100.0% | +4.4% |
| SOC | 98.4% | 93.5% | -5.0% |
| Grand Total | 97.2% | 96.2% | -1.0% |
Hours to resolve — Monthly vs April W1 (lower is better)
| Team | Monthly | Apr W1 | Δ |
|---|---|---|---|
| Service Desk | 5.50h | 4.48h | -18.5% |
| Systems | 26.80h | 26.56h | -0.9% |
| Field Services | 3.40h | 2.27h | -33.2% |
| Applications | 16.10h | 9.45h | -41.3% |
| MOE | 8.40h | 6.54h | -22.1% |
| NOC | 20.20h | 17.42h | -13.8% |
| SOC | 5.60h | 1.93h | -65.5% |
| Grand Total | 8.70h | 7.12h | -18.2% |
CSAT scores — Monthly vs April W1
Q1: Satisfaction with Resolution Time — by Team
Overall CSAT Radar
Q1 Overall CSAT
Q2 Overall CSAT
Resolution rate & open tickets — Monthly vs April W1
Resolved Rate % by Team
Open/Pending Rate % by Team
Overall Resolved Rate
Total Tickets
Incident share by service category — Monthly vs April W1
| Category | Monthly | Apr W1 | Δ Share |
|---|---|---|---|
| Accounts Management | 7,051 (45.3%) | 3,831 (39.5%) | -12.9% |
| Cloud Services - O365 | 3,997 (25.7%) | 2,041 (21.0%) | -18.1% |
| LMS | 1,055 (6.8%) | 703 (7.2%) | +6.9% |
| Al Manhal | 827 (5.3%) | 591 (6.1%) | +14.6% |
| IT Assets Service | 680 (4.4%) | 1,060 (10.9%) | +150.0% |
| Grand Total | 15,557 | 9,699 | — |