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IT Service Performance

This category of Performance Reporting is generally done as part of SLM and is covered in the Continual Service Improvement publication. However, there is a very important aspect of Service Reporting that concerns Service Operation, namely that it is the Service Operation teams or departments that are required to record and communicate the information that goes into these reports.

However, Service Operation staff are not in the best position to decide on the content, format and frequency of Service Performance Reporting. The requirements for this type of communication have to be to be clearly defined during Service Design and refined during Continual Service Improvement.

Purpose To provide information to the groups responsible for IT Service reporting to customers and users, which they can use to demonstrate the achievement of service targets and as input to Service Level Review meetings The information can also be used as a basis for charging for IT services
Frequency As defined in the SLAs and OLAs. This information is usually communicated regularly on a daily, monthly and quarterly basis.
Role Players
  • Service Operation teams and departments, usually IT Operations staff
  • SLM staff
  • Service Design teams (who help to define performance standards and refine these through Continual Service Improvement)
  • Continual Service Improvement teams, especially those tasked with Service Reporting
Content Examples of the type of Service Performance information that needs to be communicated to enable reporting on Service Performance are:
  • Achievement of specific activities as defined in OLAs
  • Achievement of targets for delivery of specified outputs
  • Service or system availability achievements
  • Ability to meet Service Maintenance Objectives within targeted times and impact levels
Context / sources
  • Monitoring and reporting tools
  • Event Logs
  • Shift Logs

Table B.3 Performance Reporting requirements: IT service



Date: 2014-12-29; view: 1038


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B1 Routine operational communication | Service Operation team or department performance
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