Service Level Management Implementation Checklist
Document AS IS…
q Gather existing documentation
q Gather current processes and procedures
q Document current customer relationships
q Gather existing service levels
q Assess current service tools (How do we currently track our services – what monitoring tools/software?)
q Document existing roles and responsibilities
What and Who
q Review Operational Level Agreements (if available, otherwise create them)
q Review Underpinning Contracts
q Define current service offerings
o Develop Service Catalog (hardcopy, web?) – if agreed upon and needed
o Overview of Services
o General Information
1. Hours of Operation
2. Locations
3. Contact Information
4. After-hours contact information
5. Service Schedules
o List all Services
1. Description
2. Service levels
3. Roles and responsibilities
4. Costs
o Forms
o Glossary – terms unique to our business
q Revisit/Define Service Level Agreement structure
q Revisit/Define Service Level Management process
o Identify review schedule
o How changes will be made to the SLA
o Identify Performance Measures and how they will be reported.
- # of work orders by service - plan vs actual
- customer satisfaction - % rework
- % of work orders completed within the SLA timeframe (SLA Performance)
q Define Service Delivery Process
o Prioritization – create/revise priorities
o Current work order priorities:
1. Non-critical
2. Preventive maintenance or scheduled
3. Urgent
4. Emergency
o Escalation & Notification Process
Define TO Be…
q Document detailed TO BE processes, procedures and polices
q Formalize Operational Level Agreements with internal departments
q Assess and if possible customize tool for monitoring and reporting
q Re-Negotiate Service Level Agreement from Service Catalog with client on non-matching items and gaps
q Review service requirements with customer, management, internal resources
Review and Implement…
q Review Revised SLA pilot – make changes as needed
q Formalize SLA
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