EXAMPLE Service Improvement Plan

Page 1

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