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A benchmark of the service provider's capability

A configuration audit report

The change requests allocated to a release

to gather information about potential new services that might be interesting for the end users of the services

to optimize the relationship processes so that service levels are exceeded

to check if contractual obligations for customer satisfaction are being met

End user

Service provider

Supplier

the number of staff

the size of the infrastructure

the specific processes undertaken

A competitor's process management system

The budget available to Human Resources

The time to update the process documentation

Functions

Statistical support

Timelines

to document measures taken to manage information security effectively within all service activities

to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents

to provide progress reports on the planning and implementation of service management

Change Management

Customer Relationship Management

Incident Management

to adopt a high level process model that organizes a broad range of IT activities

to adopt a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

to adopt a certified measurement framework that legally provides proof of meeting the SarbanesOxley (SOX) requirements

They express the level of compliance with the requested quality characteristics.

They describe vertical and horizontal escalation options.

They complement descriptions of structural and organizational roles and responsibilities

defining a point of contact who manages the relationship

ensuring the contract reflects current requirements

monitoring supplier performance against agreed targets

to ensure that new services are deliverable and manageable against the customer requirements

to realize a Management System framework for IT Service Management

to safeguard the implementation and delivery of Service Management

Alignment of an audit nonconformity report to a re-audit report

Quality Management System certification by an approved body

Verification of supplier certification

A compliments application needs to be implemented.

Customer satisfaction surveys need to be defined so that customers can easily respond to them.

Outstanding complaints need to be reviewed on a monthly basis.

All employees should have attended an IT service management Foundation course.

Combine the best practices from ITIL® CobiTTM and Six Sigma® to meet the customer's business needs.

Each service management process needs to have its own dedicated process manager.

Availability Management

Management for IT Services

IT Service Continuity Management

Documentation should be kept at least five years for auditing purposes.

Documentation should be stored at a central place and be only accessible via procedures

Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.

Availability management

Information security management

Service level management

a major disaster having occurred

significant periods of unplanned non-availability

six months having passed since the last test

identifying Problems

classifying Problems

investigating a solution

Ignore it as it will eventually go away

Initiate early contract termination procedures

Suspend or fire the staff member who is named in the complaint