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, Service Owner Act as the central point of contact for customers and users of the service, Define, negotiate and and with the manage OLA’s, UC’s associated service. Oversees the activities of the Infrastructure Team. Participate in planning of improvement activities Execute plan Infrastructure Adjust plan if required Team Gather measurements Participate in Post-Implementation Review CSI – Key Frequency Upper/Lower Control Objectives Data Performance Limits Captures Indicators A decrease in corrective actions are >10% SLAs Reviewed Critical ’s after Critical SLAs being monitored Monthly > 10% of reviews trigger are reviewed is TBD and reports are Service Improvement indicative of produced Procedure increased customer service satisfaction. A reduction in Service Improvement Documentary Procedure activations Monthly evidence of provides evidence >10% SLAs Reviewed TBD issues raised at that monthly reviews review meetings have validated the attainment of meeting critical SLAs.
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. Infrastructure Team Participate in planning of improvement activities Execute plan Adjust plan if required Gather measurements Participate in Post-Implementation Review – CSI Key Performance Indicators Frequency Upper/Lower Control Limits Objectives Data Captures Critical ’s are being monitored and reports are produced Monthly >10% SLAs Reviewed > 10% of reviews trigger Service Improvement Procedure A decrease in corrective actions after Critical SLAs are reviewed is indicative of increased customer service satisfaction. TBD Documentary evidence of issues raised at review meetings Monthly >10% SLAs Reviewed A reduction in Service Improvement Procedure activations provides evidence that monthly reviews have validated the attainment of meeting critical SLAs. TBD
FNAL_CSIP_Process_Procedures.docx