SIP and Service Management

Proper Service Level Management is a continual process that needs being reviewed and the quality of the services offered, measured.  The review is usually based on impartial and quantifiable constraints drawn from past experience, SLAs in place and the drawing up of the Service Catalogue.

The review process should not be limited to those breached SLAs, although clearly, in such cases it is essential, its aim should be to improve the quality of service and make it more uniform.

The review outcome should be a Service Improvement Process (SIP), taking into account factors like:

 

·         IT problems and their root cause;

·         New customer/client requirements;

·         Technology advancements;

·         Service Level fulfilment;

·         Real cost of service evaluation;

·         Consequences of possible service quality degradation on client organizational structure;

·         Personnel’s performance and skill evaluation;

·         Possible reallocation of resources;

·         Operational Level Agreements and Underpinning contract compliance;

·         Client perception management;

·         Additional user training sessions.

 

The SIP is pretty much the baseline document used in negotiation and the renewal of the SLA with the customer and it should be established as the reference document for the management of other IT processes such as Change Management, Problem Management, etc.

 

Hope this has been helpful.