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As described in the overall FITS implementation approach,
we recommend a phased approach to implementing new
processes.
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FITS Service Level Management is for people with little free
time to spend on implementing processes and procedures
and whose day-to-day activities are unpredictable and must
take priority. Our aim is to help you begin to remove some of
the unpredictability by introducing best-practice processes in
small steps and so start to realise the benefits as quickly as
possible.
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Long-
term
scope
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In the long term, Service Level Management should be an iterative process
to ensure that the service provided is what is required. Technology and user
requirements change and failure to review service levels repeatedly may
result in the service provided becoming outdated and inappropriate.
Ultimately, FITS Service Level Management should enable a simple service
level agreement to be drawn up and maintained, which will help ICT/technical
support staff to focus their activities appropriately and ensure that suppliers
do the same. This should also be tied to a regular reporting process that
enables you to monitor service levels provided by internal technical support
and third-party suppliers.
However, as with all of the FITS processes, benefit can be derived from
starting small and building on solid foundations. We also recognise that you
have limited time to spend on management tasks when operational tasks
must come first. Initially, therefore, we will focus on steps leading towards
this longer-term aim.
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Short-
term
scope
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In the short term, it is good preparation for full service level management to
begin by gathering information about all of the ICT services currently in use
and how they are delivered, and listing them. This alone will have benefits, as
it will make clear exactly what hardware and software you have and what
needs to be supported. Only once you know this is it possible to understand
what rationalisation may improve stability or reduce skill requirements. It
may also identify equipment that no longer needs to be supported or that is
inappropriate or unauthorised. All of these things help technical support staff
to see the bigger picture and prioritise their work to best effect.
Add to this some simple reporting on the levels of service currently being
provided and you have a foundation for review, discussion and agreement
on what is possible and what is needed.
Service level management encompasses all aspects of service provision,
which means that you must implement all service management processes in
order to achieve a full set of data for reporting purposes. In the short term,
therefore, you should implement all of the other FITS processes before
considering developing Service Level Management further.
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