Words and Phrases
Service Level Reporting (SD 2.6)
|
Process ID |
Procedure or Decision |
Description |
Role |
|---|---|---|---|
|
SD 2.6.1 |
Identify reporting type and produce report |
Reporting requirements are identified and reports produced based on:
Go to SD 2.6.2 to review |
Service Level Manager |
|
SD 2.6.2 |
Review performance |
Review metrics available for Service Performance, including Incident resolution and response times. The metrics are validated for accuracy. Go to SD 2.6.3 to evaluate divergence from agreed targets. |
Service Level Manager |
|
SD 2.6.3 |
Evaluate divergence from agreed targets |
The metrics are compared to the service targets for each live SLA. Go to SD 2.6.4 in order for the Service Level Analyst to produce and collate the Service Reports pack. |
Service Level Manager |
|
SD 2.6.4 |
Produce and collate Service Reports pack |
Record findings and document within the Service Reports pack according to the structure agreed within the SLA. Go to SD 2.6.5 to distribute the Service Reports pack. |
Service Level Analyst |
|
SD 2.6.5 |
Distribute Service Reports pack |
The completed Service Report packs are distributed to the Service Level Managers and Customers. Go to SD 2.7.1 in order for the Service Level Manager to determine the meeting type for the Service Review. |
Service Level Analyst |
