Triggers
- Service Portfolio changes
- Agreement changes
- Service review meetings
- Service breaches
- Complaints
- Periodic activities
- Changes in strategy or policy.
| Controls
- Strategies, policies and constraints
- SLM processes and procedures
- CMS
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Inputs
- Business information
- BIA
- Service Portfolio/Catalogue
- Change Schedule
- SLAs, SLRs, and OLAs
- Customer/User feedback
| Processes
- SLA Design
- SLR Production/Maintenance
- Monitor service performance
- Monitor Customer Satisfaction
- Review & Revise SLAs, OLAs and UCs
- Produce Service Reports
- Conduct Service Reviews
- Customer Relationship Mgmt
| Outputs
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| Mechanisms
- BIA
- Document Repository
- Agreement templates
- Service meeting minutes
| KPIs
- No. fully documented SLAs/OLAs/UCs
- No. and % of services covered by agreements
- % reduction in SLA targets missed
- % reduction in SLA targets threatened
- % increase in customer perception and satisfaction
- % reduction in SLA breaches
- % reduction in SLA targets missed/threatened
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