Black Box understands that a key element in successful client relationships is monitoring our own performance. We collect and report data on specific targets defined in the service agreements with our clients.
We work with our customers to develop performance and reporting expectations, requirements and formats against specific service level targets. We then use automated monitoring tools to accurately capture the data and provide our clients with comprehensive reports. We also use the data to identify any trends where we can improve our service quality.
Black Box has established service level management reports utilizing event triggers and timers within our ticketing system to monitor, manage and report service level compliance results to you.
We can customize report packages to meet your requirements. Our standard report package includes:
- Percent of requests resolved within service level targets, by location
- Average time to resolve duration of the ticket by location, and by category
- Total number of tickets resolved by location and by category