¨
Creating a skills matrix
for the team to understand their strengths and placements.
¨
Evaluating existing process
and documentation
¨
Establish KPI’s for the organization
at Account Level
¨
Evaluate various home-grown
/ other available automation tools
¨
Evaluate existing policies
and procedures
¨
Information gathering for
Service Level Management
Service Level Management Phase:
¨
Create RACI charts for the
organization at account level
¨
Establish “Go Live” dates
for implementation.
¨
Communicate SLM
Implementation to all required organizational teams.
¨
Implement relationship
management role between various teams
¨
Implement process of
reporting
¨
Creating/enforcing team
KPI’s and regular reviews
¨
Create industry standard
templates, forms and documentation for various processes in line with
enterprise ITSM initiative.
¨
Implementation of Service
Quality team.
¨
Documenting the lessons
learned and improving knowledgebase
¨
Reviewing/implementation of
Operational Level Agreements
¨
Creation and implementation
of Service Catalogue for the team
¨
Reviewing/applying
changes/implementing (SLA ’s) Service Level
Agreements
¨
Creating and enforcing the
SM audit requirements
¨
Identifying the area of
opportunity and improvement
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