Service Improvement Plan (SD 2.8)

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Process ID	Procedure or Decision	Description	Role
SD 2.8.1	Identify Service improvement requirements	Various inputs are used to establish the underlying requirement, such as: Service Review data Process Review data Service and process reports SLA monitoring Problem Management Customer Satisfaction The Service Level Manager will create a team to assist with requirement identification which includes Service Level Management, Problem Management, Customer satisfaction results and any relevant technical or process personnel. The Complaints and Compliments, Problem and Known Error database is checked to ensure the issues are not being dealt with already. Go to SD 2.8.2 to determine whether a Problem record exists.	Service Level Manager
SD 2.8.2	Does a Problem record exist?	If yes, go to Problem Detection, Logging and Categorization (SO 4.1.14) to determine the related outstanding Problem. If no, go to SD 2.8.3 to develop an SIP/SQP plan.	Service Level Manager
SD 2.8.3	Create / Update an SIP/SQP	The creation of an SIP/SQP must include CSFs and measurement KPIs to assess whether targets are being met. The following people should be involved in discussion and agreement of the SIP/SQP: Customer Service Owner Service Level Manager Relevant support groups An SIP/SQP Program Board may be created and includes the following people: Service Owner Service Level Manager Delivery team senior management The Program Board agrees on the composition of the team and appoints an SIP/SQP Program Manager. Go to SD 2.8.4 to create an RFC.	Service Level Manager
SD 2.8.4	Create an RFC	There are 2 parallel activities following this process step. An RFC should be submitted to support the new SIP. Go to Change Logging (ST 2.1.8) to create a new Change and go to SD 2.8.5 to deliver the SIP and monitor progress.	Service Level Manager
SD 2.8.5	Deliver SIP/SQP & monitor	SIP/SQP Delivery is the responsibility of the SIP Program Manager and follows Change Management and project management processes. While Service Level Management is a key stakeholder in the SIP/SQP process, the team is not responsible for actual delivery. The SIP/SQP Program Board is responsible for monitoring the progress of the SIP/SQP through regular progress reports. Service Level Management monitors all ongoing SIPs/SQPs ensuring they remain focused on business objectives and to provide input to Service Review meetings. Go to SD 2.8.6 to review the SIP/SQP.	Service Level Manager
SD 2.8.6	Review SIP/SQP	Change Management feeds into this activity advising that the Change record has been closed. When the SIP/SQP is nearing completion, the SIP/SQP Program Board assesses the likely success against the CSFs and accompanying KPIs. A short evaluation report is produced which provides recommendations for closure or further actions Go to SD 2.8.7 to determine whether to close the SIP/SQP.	Service Level Manager
SD 2.8.7	Close SIP/SQP?	If yes, go to SD 2.8.8 to monitor SIP/SQP requirements. If no, go to SD 2.8.1 to identify Service improvement requirements.	Service Level Manager
SD 2.8.8	Close & Monitor SIP/SQP	Once the SIP/SQP is closed, monitor for a period of time to allow the benefits of the project to take effect. The SIP/SQP Program Board retains responsibility for the monitoring period and will determine when it can end. The Service Improvement Program process ends.	Service Level Manager

Process ID

Procedure or Decision

Description

Role

SD 2.8.1

Identify Service improvement requirements

Various inputs are used to establish the underlying requirement, such as:

Service Review data
Process Review data
Service and process reports
SLA monitoring
Problem Management
Customer Satisfaction

The Service Level Manager will create a team to assist with requirement identification which includes Service Level Management, Problem Management, Customer satisfaction results and any relevant technical or process personnel.

The Complaints and Compliments, Problem and Known Error database is checked to ensure the issues are not being dealt with already.

Go to SD 2.8.2 to determine whether a Problem record exists.

Service Level Manager

SD 2.8.2

Does a Problem record exist?

If yes, go to Problem Detection, Logging and Categorization (SO 4.1.14) to determine the related outstanding Problem.

If no, go to SD 2.8.3 to develop an SIP/SQP plan.

Service Level Manager

SD 2.8.3

Create / Update an SIP/SQP

The creation of an SIP/SQP must include CSFs and measurement KPIs to assess whether targets are being met.

The following people should be involved in discussion and agreement of the SIP/SQP:

Customer
Service Owner
Service Level Manager
Relevant support groups

An SIP/SQP Program Board may be created and includes the following people:

Service Owner
Service Level Manager
Delivery team senior management

The Program Board agrees on the composition of the team and appoints an SIP/SQP Program Manager.

Go to SD 2.8.4 to create an RFC.

Service Level Manager

SD 2.8.4

Create an RFC

There are 2 parallel activities following this process step.

An RFC should be submitted to support the new SIP.

Go to Change Logging (ST 2.1.8) to create a new Change and go to SD 2.8.5 to deliver the SIP and monitor progress.

Service Level Manager

SD 2.8.5

Deliver SIP/SQP & monitor

SIP/SQP Delivery is the responsibility of the SIP Program Manager and follows Change Management and project management processes. While Service Level Management is a key stakeholder in the SIP/SQP process, the team is not responsible for actual delivery.

The SIP/SQP Program Board is responsible for monitoring the progress of the SIP/SQP through regular progress reports. Service Level Management monitors all ongoing SIPs/SQPs ensuring they remain focused on business objectives and to provide input to Service Review meetings.

Go to SD 2.8.6 to review the SIP/SQP.

Service Level Manager

SD 2.8.6

Review SIP/SQP

Change Management feeds into this activity advising that the Change record has been closed. When the SIP/SQP is nearing completion, the SIP/SQP Program Board assesses the likely success against the CSFs and accompanying KPIs.

A short evaluation report is produced which provides recommendations for closure or further actions

Go to SD 2.8.7 to determine whether to close the SIP/SQP.

Service Level Manager

SD 2.8.7

Close SIP/SQP?

If yes, go to SD 2.8.8 to monitor SIP/SQP requirements.

If no, go to SD 2.8.1 to identify Service improvement requirements.

Service Level Manager

SD 2.8.8

Close & Monitor SIP/SQP

Once the SIP/SQP is closed, monitor for a period of time to allow the benefits of the project to take effect. The SIP/SQP Program Board retains responsibility for the monitoring period and will determine when it can end.

The Service Improvement Program process ends.

Service Level Manager