Service Owner Ultimately responsible for the overall quality of the service, Maintain the processes by which the service is deployed and maintained, Monitor the service and coordinate efforts to improve it, Monitor incidents related to the service, Act as the central point of contact for customers and users of the service, Define, negotiate and manage OLA’s, and UC’s associated with the service. Oversees the activities of the Infrastructure Team. Infrastructure Team Participate in planning of improvement activities Execute plan Adjust plan if required Gather measurements Participate in Post-Implementation Review – CSI Key Performance Indicators Frequency Upper/Lower Control Limits Objectives Data Captures Critical ’s are being monitored and reports are produced Monthly >10% SLAs Reviewed > 10% of reviews trigger Service Improvement Procedure A decrease in corrective actions after Critical SLAs are reviewed is indicative of increased customer service satisfaction. TBD Documentary evidence of issues raised at review meetings Monthly >10% SLAs Reviewed A reduction in Service Improvement Procedure activations provides evidence that monthly reviews have validated the attainment of meeting critical SLAs. TBD
Validate Improvement Activities Entry Criteria – CSI Inputs Work management framework documentation Plan execution details Criteria details Entry Criteria Proper completion of execution of the plan for the improvement activities General Comments This sub-process outlines the activities by which the success of the improvement activities can be measured. Validate Improvement Activities Narrative Step Responsible Role Action 13.3.1 Re-Measure Current Criteria Service Owner, Infrastructure Teams Gather measurements for the criteria defined for the improvement plan. 13.3.2 Compare with Expected Conditions Service Owner Compare the gathered data with the conditions, defined in sub-process 13.1.0. Documents the results. 13.3.3 Decision – Adjustments Required? Service Owner, Are adjustments required for the activities or the current criteria? If “Yes”, proceed to 13.3.4 – Execute Adjustments. If “No”, proceed to 13.3.5 – Decision – Plan Complete. 13.3.4 Execute Adjustments Service Owner, Infrastructure Team Determine which adjustments are required. Incorporate the adjustments into the plan,
13.3.5 Decision – Plan Execution Complete? Service Owner Is either the original or the adjusted plan complete? If “Yes”, proceed to 13.3.6 – Decision – Differences within Defined Tolerances? If “No”, return to 13.2.4 – Execute Plan. 13.3.6 Decision – Differences Within Defined Tolerances? Service Owner Are the differences between the expected outcomes and the actual results within the parameters defined prior to plan execution? If “Yes”, exit this sub-process and return to the calling process. If “No”, return to 13.1.3 – Perform Cost/Benefit Analysis on Future Criteria. Validate Improvement Activities Exit Criteria, Outputs Outputs Measurement reports Adjustment details Exit Criteria The execution of the plan has been quantitatively validated. Validate Improvement Activities Risks Risk Impact Final measurements are not taken and evaluated against the expected results. There is no data to support the success or failure of the improvement activities, and to establish a baseline for the next improvement cycle.