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Audit shows wide range of ITD ticket lifecycles; commissioners press for clearer service-levels and billing
Summary
A preliminary review found ITD service tickets and work orders show lifecycles from one day to more than 1,100 days; commissioners asked ITD to present a clearer explanation of MOU, SLA, fees and ticketing at a future meeting.
A preliminary review of Miami-Dade County IT Department (ITD) ticketing and memorandum-of-understanding practices presented at the May 15 committee meeting found a broad range of ticket lifecycles, with the minimum lifecycle recorded at one day and some incidents and work orders taking more than 1,100 days to close.
Yanko Majokudami from the commissioner’s office said the review examined the MOU background, SLAs and how service-level agreements are executed through Remedy work orders and incident tickets. Majokudami said ITD processes…
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