Service improvement plan

The SLM process is one of the triggers for a service improvement plan (SIP) as part of CSI and can be the result of the service review activity. A SIP is a formal plan to implement improvements to a process or IT service. A SIP is managed as part of the Continual Service Improvement process.

Where an underlying difficulty has been identified which is adversely impacting upon service quality, Service Level Management must, in conjunction with CSI (and possibly using Problem Management (see Service Operation publication) and Availability Management (see Service Design publication), instigate a SIP to identify and implement whatever actions are necessary to overcome the difficulties and restore service quality. Further guidance on this and the specific techniques that might be used can be found throughout this publication. SIP initiatives may also focus on such issues as user training, system testing and documentation. In these cases the relevant people need to be involved and adequate feedback given to make improvements for the future. At any time, a number of separate initiatives that form part of the SIP may be running in parallel to address difficulties with a number of service s.

Some organizations have established an upfront annual budget held by SLM from which SIP initiatives can be funded. This means that action can be undertaken quickly and that SLM is demonstratively effective. This practice should be encouraged and expanded to enable SLM to become increasingly proactive and predictive.

If an organization is outsourcing its service provision to a third party, the issue of service improvement should be discussed at the outset and covered (and budgeted for) in the contract, otherwise there is no incentive during the lifetime of the contract for the supplier to improve service targets if they are already meeting contractual obligations and additional expenditure is needed to make the improvements.

Дата добавления: 2015-10-02