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This is an example document based on one or more ISO/IEC 20000 certified organisations. For confidentiality reasons, all references to the organisations have been removed.

IT Services Service Improvement Plan Last Updated: By:

01/12/20xx A.N. Other

Ref 1

Date Raised 13th Aug 20xx

Source Risk Assessment

Action Required Discuss resilient options for internet link

2

13th Aug 20xx

Risk Assessment

Install temperature monitoring equipment to give early warning of fire or air conditioning failure at sites where server hardware is located

3

13th Aug 20xx

Risk Assessment

Move database and application servers and setup hot standby

4

13th Aug 20xx

Risk Assessment

Discuss network penetration testing

5

13th Aug 20xx

Risk Assessment

Implement WSUS server to apply patches on a regular basis

6

13th Aug 20xx

Risk Assessment

Put software maintenance contract in place for Veritas Backup Exec

7

14th Aug 20xx

8

14th Aug 20xx

9

10

Priority

Owner

Availability Mgt ...

Budgeting & Acco...

HIGH

AC

Closed

Information Sec...

Business Relation...

LOW

KP

Open

Internal Audit

Capacity Manage...

MEDIUM

LC

Investment Cust...

Change Managem...

PB

ISO20000 Confo...

Configuration Man...

PM

Major Incident R...

Incident Managem...

RB

Quality/ Custom...

Information Securi...

RB, AC

Source

Service Mana...

Service Management Required by Area ISO20000 Standard? Service Availability N Management Service Availability N Management

Priority MEDIUM

Owner LC

MEDIUM

AC

Status

Progress including dates 23 feb 20xx - independent link being installed

Status Closed

11 June - still being reviewed for all sites where kit is located 16 July 20xx - set up via HP Insight Manager 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.

Closed

Service Availability Management Service Availability Management

N

MEDIUM

AC

N

MEDIUM

AC

Service Availability Management

N

MEDIUM

AC

11 June 20xx - change has been raised, testing in progress 16 July 20xx - rolled out to most users.

Closed

N

MEDIUM

AC

N

MEDIUM

RB

11 June - KP to discuss with LC 16 July 20xx not required 20 Jan Second report produced and under review.

Closed

Quality/ Customer Meeting

Service Availability Management Provide more feedback on incident numbers and major incidents reports Incident Management

Quality/ Customer Meeting

Set user expectations in terms of time to resolve incidents etc.

Incident Management

Y

MEDIUM

RB

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

Closed

14th Aug 20xx

Quality/ Customer Meeting

Look at requirements for making help desk available from 8am

Incident Management

N

LOW

RB

Open

18th sept 20xx

Major Incident Report

Address the linking of incidents onto the Whiteboard

Incident Management

N

LOW

RB

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

Note – Not all rows are shown

Closed Open

Closed

Closed


Service Management Area Asset Management Budgeting & 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

No. Improvements Identified 7 1 6 3 4 1 19 30 1 3 1 3 2 6 34 12 4 3 13 153

No. Improvements Completed 6 1 3 3 4 1 13 11 1 3 1 2 1 5 32 6 3 3 11 110

% Completed 86% 100% 50% 100% 100% 100% 68% 37% 100% 100% 100% 67% 50% 83% 94% 50% 75% 100% 85% 81%


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