IT Services and Response Times Dataset
Compare support demand and response performance against contract thresholds.
A practical workbook exercise for service delivery managers and BI analysts. Work from the underlying records, compare the relevant totals and explain how you reached your result.
About the dataset
This original synthetic dataset contains 540 source records across three related tables. The records are fictional and designed for descriptive business analysis.
Dataset details
| Industry | IT services and managed services |
| Formats | Excel workbook and CSV files |
| Source records | 540 |
| Related tables | 3 |
| Fields across table schemas | 15 |
| Reporting cutoff | September 30, 2026 |
| Currency | USD for monetary fields |
| Source | Original synthetic data created for Jolene.pro Workbook Studies |
What's included
- Clients: 24 records and 4 fields. One client business.
- Contracts: 36 records and 5 fields. One service contract.
- Tickets: 480 records and 6 fields. One service ticket.
Recommended analysis
- Which service tiers miss response thresholds most often?
- Are higher ticket volumes associated with slower response?
- Which clients have the largest unresolved workload?
- What happens if contract fees are duplicated through a ticket join?
How to work with the data
Use the following relationships to connect the source tables:
- Contracts.client_id → Clients.client_id
- Tickets.contract_id → Contracts.contract_id
Check the row grain before joining. Aggregate repeated child records to the required level before combining totals, so parent amounts are not counted more than once.
You can explore the workbook in Excel or Jolene.pro, or use the CSV files with SQL, Power BI and other analysis tools.
Definitions and assumptions
- Minutes are elapsed calendar time. Equality to the SLA threshold meets it.
- Resolution minutes are blank for unresolved tickets. They are not zero. No business-hour or holiday clock is used.
Use the field definitions and nullable-column guidance in the included data dictionary. Interpret blank values and reporting dates according to the scenario notes.
Downloads
The complete dataset ZIP includes the Excel workbook, three matching CSV files, a data dictionary, scenario notes, a source-row preview and license details.
Reuse and attribution
These are synthetic records, not customer data or industry benchmarks. Reuse is allowed under Creative Commons Attribution 4.0 International (CC BY 4.0). Credit Jolene.pro and identify any changes you make.