Measurable Key Performance Indicators

  • Follow-up of ITSM and Call Center records

         -Every request is dispatched within 1 hour (during working hours)
         -The task is handled by the dispatcher:

  1. Immediately and dealt with within 10 minutes if it is of high priority or VIP.
  2. Within an hour and dealt with within 10 minutes if it is of moderate importance.
  3. Within half a working day and dealt with within 10 minutes if it is of low importance.

         -The dispatcher determines the degree of importance.

  • Contracts with other institutions and business partners, CPIs and their follow-up.
  • Detecting hardware and software problems by checking laboratories and kiosks once a week.
  • Detecting hardware and software problems by checking projectors once a week.
  • Log check and maintenance of the CATS, UNITIME, UNICAL, and DRUPAL servers every other week.
  • Provision of camera recordings for 30 days
  • Providing backup and disaster prevention services according to RTO and RPO values determined in accordance with the analyses made with the departments.
  • Business analysis and project deadlines.