Service Name
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CIS Services Strategy, Audit, and Reporting
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| Description |
This service provides reports, information and oversight that identify how well services are delivered and whether they are meeting agreed targets and goals |
Service Line
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CIS Administration
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| Features |
- Build and maintain a catalog of standard service reports that describe available services and how well services are being delivered and the overall quality of service delivery and support activities
- Plan, design, build, test implement and maintain strategies, procedures and technologies to assemble result data, create and distribute reports
- Plan, design, build, test implement and maintain strategies and technologies to provide management dashboards and reporting web sites
- Build and maintain report distribution lists for service level reports
- Plan, build, manage, maintain and coordinate a master set of service metrics, calculations and assumptions
- Provide consulting services to identify and implement a best practice set of key performance indicators, critical success factors and service targets for services
- Periodically conduct service audits to identify how well services are being delivered and potential opportunities for improvement
- Periodically conduct reporting reviews with management to identify improvements over the quality and use of reports provided
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| Service Administrator (owner) |
Fred Miller
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| VP Customer |
Provost
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| Availability |
Reports and service catalog available via CIS website |
| Support |
Consult with CIS departments on Service Catalog and development of Service Level Agreements
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| Initiated |
- Approved work requests
- Escalated requests from the Service Desk
- Approved operational run procedures
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| Charges |
none
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Delivery channels
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- Completed work requests
- Service audit and quality reports
- Service reporting web sites
- Consulting support
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| Prerequisites |
Service Catalog
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Key Service Targets
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- Annual Techqual Survey Results for Customer Satisfaction Rating.
- SLA Coverage Rate - percent of services with SLA.
- Percent of Vendor Services delivered w/o agreed service targets.
- Percent of SLA's with responsible service owners.
- Percent of SLA service targets adhered to.
- Service Level Management Process Maturity.
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