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Example. One large company started with the implementation of all service management processes

Service Level Management | Goal for SLM | Service improvement plan | Effort and cost | Implementation review and evaluation | Assessments | Gap analysis | Benchmarking | Benchmarking procedure | Value of benchmarking |


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One large company started with the implementation of all service management processes. Senior management never answered the question why all these processes should be implemented. It sounded like a good thing to do: ‘Everybody else is doing service management so why don’t we?’. After two years the whole project had to be stopped because customers were complaining about poor service. It was decided to restart the service management project. This time senior management decided to implement only a part of service management (the processes where the pain was most felt) and there was an assessment conducted to provide a baseline of results for future comparison.

Benchmarking techniques can be applied at various levels from relatively straightforward in-house comparisons through to an industry-wide search for best practice. It comprises four basic stages: planning, analysis, action and review. Or better yet, let’s apply the improvement process to benchmarking.

Ideally, benchmark reviews should be built into an ongoing service management lifecycle so that regularly scheduled review s or benchmarks are conducted. The formality and rigour with which they are conducted will vary depending on the environment, the rate of business change, the complexity of the environment and the elapsed time since the last review. Conducting these reviews regularly provides valuable metric s and trend analysis with which to judge improvements (or lack thereof) and take corrective action as early as possible to maximize performance gains.


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Benefits| Comparison with industry norms

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