Operational summary, ticket activity, SLA performance, and recommended next steps for the period of March 1–31, 2026.
01 · OVERVIEW
Service desk handled 142 tickets in March, down 8% from February's 154. Most of the drop came from password-reset volume falling from 45 to 35 (−22%) after the MFA rollout completed on March 7. Average resolution time improved to 3.2 hours, a 16% gain attributable to the new automated triage rules deployed the same week.
One P1 incident occurred on March 12 (M365 authentication failure following a Microsoft tenant change), resolved in 2.1 hours — well inside the 4-hour SLA. Backup job failures on Tuesdays and Thursdays remain under investigation; a temporary mitigation (expanded backup window) is in place pending root-cause confirmation expected by April 10.
Password resets dropped from 45 to 35 (−22%) after MFA rollout
02 · SERVICE DETAILS
| Metric | March | February | Change | Status |
|---|---|---|---|---|
| Tickets opened | 142 | 154 | −8% | Improving |
| Tickets resolved | 148 | 149 | −1% | On track |
| Open backlog | 12 | 18 | −33% | Improving |
| Avg first response | 18 min | 24 min | −25% | Exceeds SLA |
| Avg resolution | 3.2 h | 3.8 h | −16% | On track |
| First-contact resolution | 68% | 62% | +6 pp | Near target |
| Metric | Target | Actual | Compliance | Status |
|---|---|---|---|---|
| Response — Critical | 15 min | 12 min | 100% | Met |
| Response — High | 30 min | 22 min | 100% | Met |
| Response — Normal | 60 min | 38 min | 97% | Met |
| Resolution — Critical | 4 h | 2.8 h | 100% | Met |
| Resolution — High | 8 h | 5.1 h | 96% | Met |
| Resolution — Normal | 24 h | 8.4 h | 99% | Met |
| System uptime | 99.9% | 99.97% | 100% | Met |
One Normal-priority breach occurred in March:
| Ticket | Date | Priority | Target | Actual | Root cause |
|---|---|---|---|---|---|
| #4521 | Mar 12 | Normal | 24 h resolution | 26.5 h | Vendor part delay (printer head replacement) — remediated by sourcing from secondary supplier going forward |
03 · INFRASTRUCTURE
| System | Uptime | Downtime | Incidents | Status |
|---|---|---|---|---|
| Primary file server | 99.99% | 4 min | 0 | Healthy |
| Email (M365) | 99.98% | 9 min | 1 | Healthy |
| VPN gateway | 100.00% | 0 min | 0 | Healthy |
| Backup system | 99.95% | 22 min | 2 | Monitoring |
| LAN / WAN core | 99.97% | 13 min | 1 | Healthy |
04 · SECURITY & PATCHING
| Category | Total | Applied | Pending | Rate |
|---|---|---|---|---|
| OS security patches | 24 | 24 | 0 | 100% |
| Application updates | 18 | 16 | 2 | 89% |
| Firmware updates | 3 | 3 | 0 | 100% |
| Antivirus definitions | — | — | 0 | Current |
05 · PATTERNS & FIXES
Five categories accounted for 33 of March's tickets. Each is paired with the structural fix applied so the issue does not recur:
| # | Issue | Count | Resolution applied | Status |
|---|---|---|---|---|
| 1 | M365 authentication failures after tenant change | 12 | Reconfigured conditional-access policy; deployed MFA bypass for legacy POP/IMAP-pinned mailboxes pending migration | Resolved |
| 2 | Slow VPN at peak hours (8:30–9:30 a.m.) | 8 | Upgraded VPN concentrator firmware; enabled split-tunneling for non-corporate traffic; added throughput alerting | Resolved |
| 3 | 2nd-floor printer offline events | 6 | Replaced failed network interface card; added SNMP availability monitor with 5-min poll interval | Resolved |
| 4 | Backup job failures (Tue / Thu) | 4 | Expanded backup window from 4 h to 6 h as temporary mitigation; storage IOPS investigation in progress, root cause expected by April 10 | Monitoring |
| 5 | New-hire onboarding account delays | 3 | Implemented automated provisioning workflow (HR system → AD) reducing manual touch from 25 min to 4 min per new hire | Resolved |
06 · PRIORITIES
Three actions for the next 30–90 days, ranked by risk-weighted urgency:
| Priority | Action · scope | Expected outcome | Timeline |
|---|---|---|---|
| High | Patch firewall to address CVE-2026-XXXX on the WAN-edge appliance | Eliminates a critical RCE vector flagged on the vendor security advisory feed; vendor patch available since March 28 | This week |
| Medium | Enroll the remaining 18 users in MFA (Finance team plus 2 contractors) | Reduces account-takeover risk for ~80% of remaining unprotected high-privilege accounts; closes residual exposure from March MFA rollout | Within 2 weeks |
| Low | Plan workstation refresh for Finance (3 machines past warranty by Q3) | Hardware-related tickets from Finance accounted for 12% of March volume; out-of-warranty machines represent the majority of those | Next quarter (budget review) |