changed service. Ultimately responsible for the overall quality of the service, Maintain the processes by which the service is deployed and maintained, Monitor the service and coordinate efforts to improve it, Service Owner Monitor incidents related to the service, Act as the central point of contact for customers and users of the service, Define, negotiate and manage and with the service. OLA’s, UC’s associated Oversees the activities of the Infrastructure Team. Maintain the processes by which the capacity is managed, Produce the Capacity Plan for the Computing Division, Monitor capacity on an on-going basis to ensure that capacity-related incidents are Capacity Manager prevented, Provide input to Service Owners for the capacity requirements for a new or changed service, As requested, analyze and plan capacity for new or changed services. Participate as a member of the team which together plans, deploys, and maintains a service, Infrastructure Team Provide input as required in the planning of the service, as well as in the resolution of service incidents. Note: Membership on the Infrastructure Team varies according to the service itself. Service Catalog Process Measurements Service Catalog Process Measurements Key Frequency Upper/Lower Objective Data Capture Performance Control Limits Indicators The number of Monthly To ensure that the Computing Division Computing services recorded Service Catalog is the comprehensive Division source of information about all services Service and managed being provided to all users. Catalog CMDB within the Service Listing Catalogue as a Current listing percentage of of all services those being being provided delivered and by Computing transitioned in the Division live environment personnel The number of Monthly To ensure that the Service Catalog is reports variances accurate in terms of the services being
changed service. Service Owner Ultimately responsible for the overall quality of the service, Maintain the processes by which the service is deployed and maintained, Monitor the service and coordinate efforts to improve it, Monitor incidents related to the service, Act as the central point of contact for customers and users of the service, Define, negotiate and manage OLA’s, and UC’s associated with the service. Oversees the activities of the Infrastructure Team. Capacity Manager Maintain the processes by which the capacity is managed, Produce the Capacity Plan for the Computing Division, Monitor capacity on an on-going basis to ensure that capacity-related incidents are prevented, Provide input to Service Owners for the capacity requirements for a new or changed service, As requested, analyze and plan capacity for new or changed services. Infrastructure Team Participate as a member of the team which together plans, deploys, and maintains a service, Provide input as required in the planning of the service, as well as in the resolution of service incidents. Note: Membership on the Infrastructure Team varies according to the service itself. Service Catalog Process Measurements Service Catalog Process Measurements Key Performance Indicators Frequency Upper/Lower Control Limits Objective Data Capture The number of services recorded and managed within the Service Catalogue as a percentage of those being delivered and transitioned in the live environment Monthly To ensure that the Computing Division Service Catalog is the comprehensive source of information about all services being provided to all users. Computing Division Service Catalog CMDB Listing Current listing of all services being provided by Computing Division personnel The number of variances Monthly To ensure that the Service Catalog is accurate in terms of the services being reports