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Service Name

Services Strategy, Audit, and Reporting

Description

This service provides reports, information and oversight that identify how well services are delivered and whether they are meeting agreed targets and goals.

Eligibility

 

How to Request Service

 

Initiated

  • Approved work requests
  • Escalated requests from the Service Center
  • Approved operational run procedures

Availability

Reports and service catalog available via ITS website

Support

Consult with ITS departments on Service Catalog and development of Key Performance Indicators.

Charges

There are no charges for this service.

Service Line

ITS Administration

Features

  • Build and maintain a catalog of standard service reports that describe available services and how well services are being delivered and the overall quality of service delivery and support activities.
  • Plan, design, build, test implement and maintain strategies, procedures and technologies to assemble result data, create and distribute reports.
  • Plan, design, build, test implement and maintain strategies and technologies to provide management dashboards and reporting web sites.
  • Build and maintain report distribution lists for Key Performance Indicators (KPIs).
  • Plan, build, manage, maintain and coordinate a master set of service metrics, calculations and assumptions.
  • Provide consulting services to identify and implement a best practice set of key performance indicators, critical success factors and service targets for services.
  • Periodically conduct service audits and post-implementation reviews to identify how well services are being delivered and potential opportunities for improvement.
  • Periodically conduct reporting reviews with management to identify improvements over the quality and use of reports provided.

Owner

Fred Miller

Pre-requisites

Service Catalog

VP Customer

Vice President of Finance and Administration 

Delivery Channels

  • Completed work requests
  • Post-implementation review reports
  • Service reporting web sites
  • Consulting support

Service Targets

  • Annual Techqual Survey Results for Customer Satisfaction Rating.
  • KPI Coverage Rate - percent of IT services with measurable KPIs.
  • Percent of Vendor Services delivered meeting agreed service targets.
  • Percent of Service Catalog entries with responsible service owners.
  • Percent of KPIs reported and meeting service targets.
  • ITS post-implementation reviews completed.
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