Date: 29th March 2018
Code Performance Measure 4 – Category 1/2 Incident Target Resolution Time
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- Code Performance Measure 5 – Category 3/4/5 Incident Target Resolution Time
Code Performance Measure 4 – Category 1/2 Incident Target Resolution TimeThis Performance Measure measures the Percentage of Incidents which the DCC is responsible for resolving, and which fall within Incident Category (Severity) 1 or 2 that are resolved in accordance with the Incident Management Policy within the Target Resolution Time. This Code Performance Measure measures Incidents which are closed in the Performance Measurement Period. The date and time that the Incident is raised, resolved and closed, used within the Service Measure calculation, will be the date and time as recorded in the DCC Service Management System.. The resolution time will be calculated in accordance with the Incident Management Policy. DCC shall be responsible for resolving an Incident where the final responsibility for Incident resolution is determined not to be a User. The Incident Category (Severity) and responsible Party shall be the Incident Category (Severity) and responsible Party applicable to the Incident at the point of the final Incident resolution. In respect of each Performance Measurement Period (p), the Service Level for the Code Performance Measure shall be calculated as follows: 
Where:
INCCM12p = the number of Severity 1 or 2 Incidents which DCC is responsible for resolving, which are closed in the Performance Measurement Period, which met the DCC Target Resolution Time INCC12p = the number of Severity 1 or 2 Incidents which DCC is responsible for resolving which are closed in the Performance Measurement Period. The Service Level for this Performance Measure shall be calculated after the end of the Performance Measurement Period. The duration of the Performance Measurement Period shall be a calendar month. Code Performance Measure 5 – Category 3/4/5 Incident Target Resolution TimeThis Performance Measure measures the Percentage of Incidents which the DCC is responsible for resolving and which fall within Incident Category (Severity) 3, 4 or 5 that are resolved in accordance with the Incident Management Policy within the Target Resolution Time. This Code Performance Measure measures Incidents which are closed in the Performance Measurement Period. The date and time that the Incident is raised, resolved and closed,,used within the Service Measure calculation, will be the date and time as recorded in the DCC Service Management System. The resolution time will be calculated in accordance with the Incident Management Policy. DCC shall be responsible for resolving an Incident where the final responsibility for Incident resolution is determined not to be the User. The Incident Category (Severity) and responsible Party shall be the Incident Category (Severity) and responsible Party applicable to the Incident at the point of the final Incident resolution. In respect of each Performance Measurement Period (p), the Service Level for the Code Performance Measure shall be calculated as follows: 
Where:
INCCM345p = the number of Severity 3,4 or 5 Incidents which DCC is responsible for resolving which are closed in the Performance Measurement Period, which met the DCC Target Resolution Time. INCC345p = the number of Severity 3,4 or 5 Incidents which DCC is responsible for resolving which are closed in the Performance Measurement Period. The Service Level for this Performance Measure shall be calculated after the end of the Performance Measurement Period. The duration of the Performance Measurement Period shall be a calendar month. Directory: media media -> Applications to Drill media -> Unicef voices of Youth Chat Theme: Children and aids nigeria and Zimbabwe 13 October 2006 Background media -> Tsunami Terror Alert: Voices of Youth media -> Biblical Eschatology Presentation by: D. Paul Beck May 4, 2016 Ground Rules media -> Guide to completing the collection using the Omnibus system media -> The milk carton kids media -> Events Date and Location media -> The Gilded Age: The First Generation of Historians by H. Wayne Morgan University of Oklahoma, April 18, 1997 media -> Analysis of Law in the United Kingdom pertaining to Cross-Border Disaster Relief Prepared by: For the 30 June 2010 Foreword media -> Cuba fieldcourse 2010 Download 0.6 Mb. Share with your friends:
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