IT Service Levels Fall as ITSM Implementations Falter - the 2023 Edition of the ITSM-SOA Offering Helps Organizations Revisit SLAs and Metrics
IT Service Management Policy Template - Silver Edition contains the ITSM - SOA in Word format plus 21 supporting job descriptions in both Word and PDF format. Included are: Director Sarbanes-Oxley Compliance; Manager Change Control; Manager Customer Service Center; Manager Help Desk Support; Manager Metrics; Manager Quality Control; Manager Service Level Reporting; Manager User Support; Capacity Planning Supervisor; Change Control Analyst; Change Control Supervisor; Help Desk Analyst; Key Performance Indicatior Analyst; Metrics Measurement Analys; Quality Measurement Analyst; and more.
IT Service Management for Service Oriented Architecture Template contains standards, policies and procedures, metrics and service level agreement for the help desk, change control, and service requests. Individual policies included are Blog, BYOD, electronic communications, Sensitive information, and Travel and off-site meetings. It also contains a Business and IT Impact Questionnaire, and several electronic forms included. They are: Blog Compliance Agreement; BYOD Access and Use Agreement; Email employee Agreement; Internet Access Request; Internet and Electronic Communications; Internet Use Approval; Sensitive Information Policy Compliance Agreement; WFH and Telecommuting.
Also included in the core template are eight (8) full job descriptions including Vice President Strategy and Architecture; Director Electronic Commerce; Manager KPI Metrics; Manager Service Level Reporting; Manager User Support; Manager Vendor Management; Metrics Measurement Analyst; and, SEO Specialist.
It also contains a Business and IT Impact Questionnaire, and several electronic forms: Blog Compliance Agreement; BYOD Access and Use Agreement; Email employee Agreement; Internet Access Request; Internet and Electronic Communications; Internet Use Approval; and, Sensitive Information Policy Compliance Agreement.
Change Control - Help Desk - Service Requests Blog - Personal Web Site - Sensitive Information
When a system defect or workplace disruption hits, you need to act fast to ensure the enterprise can continue to function, your employees and associates are informed and productivity is maintained. And where better to designate the first responder than your service - help desk with a focus on IT Service Management (ITSM).
KPI metrics have taken off as measurement of the quality of IT's service has become a priority. Currently, 67% of all organizations have implemented the KPI approach. In a survey of 205 organizations that have these metrics in place, we found that user perception is the top metric that most are focused on.
Service Requests and Help Desk Support are drives of user perception
The positive implications of change control management are:
- CIOs and enterprise executives demonstrate their own and the organization's commitment to managing all of the processes around solutions being implemented.
- Employees gain a solid understanding of why a change is being implemented.
- Everyone engages in the solution being implemented.
- Training is used to build knowledge in the implication of the change being implemented.
- Resistance is identified and dealt with early in the process.
- Communications are segmented and customized for each audience, answering the questions that they care about.
- Momentum is built throughout different areas and levels within the enterprise.
- Changes are less painful to the organization and to the employees.
- A coalition of support among senior leaders and managers creates momentum throughout the organization.
- Probability of meeting project objectives is increased.
- The enterprise builds a history of successful change.
The IT Service Management Policy Template MS Word document that contains policies, standards, procedures and metrics that comply with the ITIL Standard. Chapters of the template include:
- Service Requests Policy
- Service Request Standard
- Help Desk Policy
- Help Desk StandardsITIL Service Management
- Help Desk Procedures
- Help Desk Service Level Agreement
- Change Control Standard
- Change Control Quality Assurance Standard
- Change Control Management Workbook
- Documentation Standard
- Application Version Control Standard
- Version Control Standard
- Internet Policy
- e-mail Policy
- Electronic Communication Policy
- Blog & Personal Web Site Policy
- Patch Management and Version Control Policy
- Travel and Off-Site Meeting
- Sensitive Information Policy
- Work From Home and Telecommuting Policy
In addition, the ITSM template includes the Business and IT Impact Questionnaire, a Change Control Request Form and an Internet Use Approval Form. It conforms with ITIL.
The basic template now includes eleven (11) full job descriptions which define responsibilities. They are:
- Vice President Strategy and Architecture
- Chief Experience Officer
- Director Electronic Commerce
- Director IT Infrastructure
- Manager KPI Metrics
- Manager Service Level Reporting
- Manager User Support
- Manager Vendor Management
- Manager WFH Support
- Metrics Measurement Analyst
- SEO Specialist
The template can be purchased by itself or with supporting job descriptions. The analyst also provides an update service for the template as it is modified.
Table of Contents
- IT Service Management and Service-Oriented Architecture
- Service Management Standards
- IT Service Management
- Moving to a Service Oriented Architecture - SOA
- Best Practices for IT Service Management for SOA
- ITIL
- ISO/IEC 20000
- Service Request Policy
- Service Request Standard
- Help Desk Policy
- Help Desk Standards
- Help Desk Procedures
- Help Desk Service Level Agreement
- Standards
- Internet Standards
- Change Control Standard
- Change Control Quality Assurance Standard
- Change Control Management Workbook
- Documentation Standard
- Version Control Policy
- Version Control Standard
- Service Level Agreement for [The Application]
- Appendix
- Best Practices - Help Desk Service Level Agreements
- Content Included as Separate Attachments
- Job Descriptions
- Vice President Strategy and Architecture
- Chief Experience Officer
- Director IT Infrastructure
- Director Electronic Commerce
- Manager KPI Metrics
- Manager Service Level Reporting
- Manager User Support
- Manager Vendor Management
- Manager WFH Support
- Metrics Measurement Analyst
- SEO Specialist
- Policies
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- Blog and Personal Website
- BYOD
- Internet, e-Mail, Social Networking, Mobile Devices, Electronic Communications, and Record Retention
- Patch Management Version Control Policy
- Sensitive Information
- Travel, Electronic Meetings, and Off-Site Meetings
- WFH and Telecommuting
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- Electronic Forms and Questionnaires
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- Business and IT Impact Analysis Questionnaire
- Blog Policy Compliance Agreement
- BYOD Access and Use Agreement
- Change Control Request
- Email - Employee Acknowledgment
- Internet Access Request
- Internet & Electronic Communication - Employee Acknowledgment
- Internet Access Request
- Security Access Application
- Sensitive Information Policy Compliance Agreement
- Social Networking Policy Compliance Agreement
- Telecommuting IT Checklist
- Telecommuting Work Agreement
- Text Messaging Sensitive Information Agreement
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- What’s New
Samples
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Executive Summary
This analysis finds that many IT operations are not meeting service levels needed by users. The role of Chief Experience Officer is expanding to include IT Service Management and Service Oriented Architecture.
To support this movement, Janco released its 2023 Edition of ITSM - SOA Template to help CIOs revisit Service Level Agreements (SLA) as Work From Home is no longer encouraged. Additional support is needed for ongoing operations as companies continue to shift from brick-and-mortar to a virtual Internet environment.
The CEO of Janco Associates, Inc said, “Comparing 2023 results of our ITSM survey we found that the implementation IT Service Management and Service Oriented Architecture have been adversely impacted by the current business environment. In the past several months, users contacted service centers and help desks only to find excessively long wait times to talk to an agent. A task as simple as making a change to a reservation often results in a response from an automated attendant saying ‘...due to increased demand wait times are longer than normal ’ and they ask the user to go to a website. Many sites are difficult to navigate and the virtual agent is not able to address the user’s needs.”
Janco reported, in the survey nine (9) of eleven (11) KPI metrics went down. The percentages were not major, but when we talked to users, we noted a marked increase in dissatisfaction with service and support. The analyst found that the Service Level Agreement process needs to be revisited setting ITSM and SOA as a priority.”
The study reported:
- Business Unit users were not as happy with IT performance in the past year
- Companies were not as responsive and supportive as in prior years
- Fewer support functions reported KPI metrics related to SLAs to business units
- Access to the help desk and service functions was more difficult
- The quality and speed of responses did not meet expectations
- There was less proactive problem-solving. More of the help desk and service functions are structured around per-defined "scripts. Many of these functions are off-shore and support staff have poor US English skills".
- Less service-oriented training was conducted
- ROI was not calculated for many of the changes requested.
On the bright side, more Business Units are aware of the tools available, and more organizations had recently defined SLAs by their business units.
Janco has updated its ITSM-SOA template to reflect the findings of the analysis, added materials to current shortfalls, and included eleven (11) detailed job descriptions to support the creation of SLAs with ITSM and SOA in mind.
