IT Service Performance

B3 Performance Reporting

B2 Communication between shifts

Not all organizations work in shifts, but for those who do, Table B.2 will summarize the communication that needs to take place between shifts.

Purpose	This communication ensures that the handover between outgoing and incoming shifts is smooth and also makes the new shift aware of any potential difficulties. They also ensure that the new shift is aware of any tasks that need to be completed.
Frequency	At the handover of every shift
Role Players	Shift leaders of each shift Staff from each shift who perform similar tasks ·
Content	A summary report on operations undertaken during the previous shift A summary of all exceptions and alerts that were resolved during the shift Details of any outstanding exceptions and alerts, with information about all actions taken to the current point and any information about anticipated future actions (e.g. a vendor is expected to be on site to provide support during the next four hours)·
Context / sources	Communication between shifts will usually be based on the following sources:· Shift logs Shift Leader’s report Interpersonal verbal or electronic ‘chat’ communication where shift personnel are in different facilities

Table B.2 Communication requirements between shifts

Performance Reporting in the context of communication refers to three main areas, as set out below. Additionally, Tables B.3-B.5 respectively illustrate the three approaches.

This category of Performance Reporting is generally done as part of SLM and is covered in the Continual Service Improvement publication. However, there is a very important aspect of Service Reporting that concerns Service Operation, namely that it is the Service Operation teams or departments that are required to record and communicate the information that goes into these reports.

However, Service Operation staff are not in the best position to decide on the content, format and frequency of Service Performance Reporting. The requirement s for this type of communication have to be to be clearly defined during Service Design and refined during Continual Service Improvement.

Purpose	To provide information to the groups responsible for IT Service reporting to customer s and user s, which they can use to demonstrate the achievement of service targets and as input to Service Level Review meetings The information can also be used as a basis for charging for IT service s
Frequency	As defined in the SLAs and OLAs. This information is usually communicated regularly on a daily, monthly and quarterly basis.
Role Players	Service Operation teams and departments, usually IT Operations staff SLM staff Service Design teams (who help to define performance standard s and refine these through Continual Service Improvement) Continual Service Improvement teams, especially those tasked with Service Reporting
Content	Examples of the type of Service Performance information that needs to be communicated to enable reporting on Service Performance are: Achievement of specific activities as defined in OLAs Achievement of targets for delivery of specified outputs Service or system availability achievements Ability to meet Service Maintenance Objective s within targeted times and impact levels
Context / sources	Monitoring and reporting tools Event Logs Shift Logs

Table B.3 Performance Reporting requirements: IT service

Дата добавления: 2014-12-23