| Infrastructure or process performanceAs with team or department performance, this is an ‘internal’ communication that takes place between the members of a team or department who are responsible for managing an infrastructure component or system, or the members of a process team. People outside of these teams should not be involved in this type of communication as it is aimed at managing people rather than measuring the quality of a service.
| Purpose
| There are at least three purposes of this type of communication:·
- To ensure normal operation of the infrastructure or a process
- To detect potential issues with the infrastructure or process concerned
- To ensure that corrective action has been taken and that it was effective
| | Frequency
| The frequency of this type of communication will vary depending on the nature of the system(s) being managed or the process being executed.
Some components of the infrastructure are more volatile and will require frequent communications and even meetings to ensure that it performs predictably. More stable components will simply require a confirmation that everything is still working as expected.
Some processes have a requirement of frequent reporting and communication. For example, Incident Management may require updates every five minutes for a high-impact incident. Other processes do not need to communicate that frequently. For example Capacity Planning needs to communicate changes on a monthly or even quarterly basis.
| | Role Players
| - Staff who manage key CIs
- Staff who execute processes
- Process owners and technology managers
- Potential escalation to more senior managers, the Service Manager
| | Content
| - Comparison between required and actual performance
- Trends of performance over time
- Specific reports of missed targets or unexpected levels of performance
| | Context / sources
| - Event Logs
- System Performance Records
- Process Performance Reports
- Incident and Problem Records
- Exception Reports and Audit Reports
- Review with vendor
- Service Reporting may indicate a problem with one or more technology areas or processes
| Table B.5 Performance Reporting requirements: infrastructure or process
Date: 2014-12-29; view: 996
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