Subaru of Indiana Automotive (SIA) utilizes a ticket system to manage and resolve IT related issues and requests. Associates who require assistance with IT related needs go to a ServiceNow powered website which allows them to create incident tickets, application requests, and hardware requests. The ticket flow is so that necessary approvals are made, and ticket is routed to the appropriate group for fulfillment. Service Level Agreements (SLA’s) are used to define accepted time limits for resolutions between the IT department and associates. When tickets exceed SLA times there is a potential to impact productivity. There is a need to analyze tickets which breach SLA limits and address factors that could contribute to these extended times. Identifying and eliminating these common factors will increase productivity for both parties.
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