Please note: This sample shows only part of the Action Log. Service Improvement Plan SMS-DOC-10-2
LAST UPDATED: UPDATED BY:
Action Log REF DATE RAISED
[Enter date here] [Enter who updated here]
SOURCE
SERVICE MANAG...
PRIORITY
OWNER
Change Management
LOW
AC
Closed
Information Securit...
Incident Management
MEDIUM
LC
Open
Major Incident Rep...
Information Security M...
HIGH
RB
Quality/ Customer ...
Service Availability Ma...
RS
Repairs Customer ...
SOURCE
IMPROVEMENT PROPOSAL
SERVICE MANAGEMENT AREA
APPROVAL
OBJECTIVE
1 13th Aug 20xx
Risk Assessment
Discuss resilient options for internet link
Service Availability Management
14th Aug 20xx
MEDIUM 25th Sept 20xx
LC
2 13th Aug 20xx
Risk Assessment
Install temperature monitoring equipment to Service Availability Management give early warning of fire or air conditioning failure at sites where server hardware is located
18th Sept 20xx
Improve availability by 0.5% Improve monitoring capability
MEDIUM 9th Oct 20xx
AC
3 13th Aug 20xx
Risk Assessment
Move database and application servers and setup hot standby
Service Availability Management
23rd Sept 20xx
Reduce risk
MEDIUM 6th Oct 20xx
AC
4 13th Aug 20xx
Risk Assessment
Discuss network penetration testing
Service Availability Management
25th Sept 20xx
Improve quality of MEDIUM 6th Oct 20xx vulnerability management
AC
5 13th Aug 20xx
Risk Assessment
Implement WSUS server to apply patches on a regular basis
Service Availability Management
25th Sept 20xx
Improve time to patch by 10 days
MEDIUM 6th Oct 20xx
AC
6 13th Aug 20xx
Risk Assessment
25th Sept 20xx
AC
Quality/ Customer Meeting
MEDIUM 6th Oct 20xx
RB
8 14th Aug 20xx
Quality/ Customer Meeting
Reduce time to resolve backup incidents Improve quality of management information Reduce complaints
MEDIUM 6th Oct 20xx
7 14th Aug 20xx
Put software maintenance contract in place for Service Availability Management Veritas Backup Exec Provide more feedback on incident numbers and Incident Management major incidents reports Set user expectations in terms of time to resolve Incident Management incidents etc.
MEDIUM 20/01/20xx
RB
9 14th Aug 20xx
Quality/ Customer Meeting
Look at requirements for making help desk available from 8am
Incident Management
6th Oct 20xx
Improve incident management service
LOW
20/01/20xx
RB
10 18th sept 20xx
Major Incident Report
Address the linking of incidents onto the Incident Management Whiteboard Add Actual Incident Start time to Whiteboard Incident Management screen. Further work needs to be done on spotting a Major Incident, perhaps a checklist is required with Major Incident Criteria listed on it.
6th Oct 20xx
Improve problem management capability Improve incident management capability
LOW
20/01/20xx
RB
LOW
20/01/20xx
RB
Improve communication methods to users in event of major incidents Involve business in assessment of changes that may affect them e.g. Outlook
Incident Management
6th Oct 20xx
MEDIUM 20/01/20xx
RB
Change Management
6th Oct 20xx
11 23rd Sept 20xx Major Incident Report
12 25th Sept 20xx Repairs Customer Meeting 13 25th Sept 20xx Repairs Customer Meeting
STATUS
Availability Mgt Plan
25th Sept 20xx 9th Oct 20xx
6th Oct 20xx
Better quality communication Reduce number of changes backed out
PRIORITY
HIGH
TIMESCALE
20/01/20xx
OWNER
RB
PROGRESS, INC DATES
STATUS
23 feb 20xx - independent link being installed 11 June - still being reviewed for all sites where kit is located 16 July 20xx set up via HP Insight Manager
Closed
Scheduled for after move of users new servers installed and replication enabled. 11 June 20xx - quotes are being obtained 16 July 20xx - 2 quotes obtained and being reviewed. 11 June 20xx - change has been raised, testing in progress 16 July 20xx - rolled out to most users. 11 June - KP to discuss with LC 16 July 20xx - not required 20 Jan Second report produced and under review. 23 Feb 20xx - Service card being reviewed by staff for feed back on 25th Feb. 20 Mar - Ready to be sent out. Waiting for E-Zine article re user sat survey 1st June - eZine article has now appeared 20 Jan Costed proposal to be produced. 20 Mar - RB will discuss requirements with users during business consultation meetings 16 July 20xx - RB/AC to produce stats re user logon times to inform discussion 23 Feb 20xx - Incidents are linked to whiteboard 20 Mar - now settled. Major incidents are now recognised reliably.
Closed
23 Feb - messaging alternative to email is now used. 23 Feb 20xx - route to ICT Steering group now established for significant changes
Closed
Closed
Open
Closed
Closed Closed Closed
Open
Closed Closed
Closed
Count by Area
[Note: these figures are examples only and are not based on the Action Log]
SERVICE MANAGEMENT AREA
NO OF IMPROVEMENTS NO OF IMPROVEMENTS PERCENTAGE COMPLETED IDENTIFIED COMPLETED 5 4 80% 6 3 50% 4 3 75% 23 12 52% 4 2 50% 12 4 33% 15 12 80% 6 2 33% 34 23 68% 5 2 40% 2 1 50% 32 23 72% 1 1 100% 12 11 92% 9 8 89% 3 2 67% 5 5 100% 4 4 100% 6 5 83% 188 127 69%
Asset Management Budgeting and Accounting Business Relationship Management Capacity Management Change Management Configuration Management Demand Management Incident Management Information Security Management Problem Management Release and Deployment Management Service Availability Management Service Catalogue Management Service Continuity Management Service Design and Transition Service Level Management Service Reporting Service Request Management Supplier Management Total