Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
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 |
|
|
Either word in a topic |
|
|
Topics that do not contain a specific word or phrase |
|
|
Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
A combination of search types | ( ) parentheses |
|
- Service Level Management Workflows
- Updating the Service Catalog (SD 2.1)
- Create or Amend IT Services (SD 2.2)
- SLRs and draft OLAs and UCs (SD 2.3)
- Finalize SLRs/OLAs/UCs (SD 2.4)
- Monitor Service Levels (SD 2.5)
- Service Level Reporting (SD 2.6)
- Perform Service Reviews (SD 2.7)
- Service Improvement Plan (SD 2.8)
- Review and Revise SLAs/OLAs/UCs (SD 2.9)
Service Improvement Plan (SD 2.8)
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:
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:
An SIP/SQP Program Board may be created and includes the following people:
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 |