This is an example document based on one or more ISO/IEC 20000 certified organisations. For confidentiality reasons, all references to the organisations have been removed.
IT Services Service Improvement Plan Last Updated: By:
01/12/20xx A.N. Other
Ref 1 2
Date Raised 13th Aug 20xx 13th Aug 20xx
Source Risk Assessment Risk Assessment
3
13th Aug 20xx
Risk Assessment
4
13th Aug 20xx
Risk Assessment
Action Required Discuss resilient options for internet link Install temperature monitoring equipment to give early warning of fire or air conditioning failure at sites where server hardware is located Move database and application servers and setup hot standby
Status
Priority
Owner
Availability Mgt P...
Act
HIGH
AC
Closed
Information Secu...
Availability Mgt
LOW
AS
Open
Internal Audit
Budgeting and A...
MEDIUM
KP
Investment Custo...
Business Relatio...
LC
ISO20000 Confor...
Capacity Manage...
PB
Major Incident R...
Change Manage...
PM
Quality/ Custom...
Check
RB
Source
Service Mana...
Required by ISO20000 Standard? N N
Priority MEDIUM MEDIUM
Owner LC AC
Availability Mgt
N
MEDIUM
AC
Availability Mgt
N
MEDIUM
AC
Service Management Area Availability Mgt Availability Mgt
Discuss network penetration testing
Progress including dates 23 feb 20xx - independent link being installed 11 June - still being reviewed for all sites where kit is located 16 July 20xx - set up via HP Insight Manager Scheduled for after move of users - new servers installed and replication enabled. 11 June 20xx - quotes are being obtained 16 July 20xx - 2 quotes obtained and being reviewed. 11 June 20xx - change has been raised, testing in progress 16 July 20xx - rolled out to most users. 11 June - KP to discuss with LC 16 July 20xx - not required 20 Jan Second report produced and under review.
Status Closed Closed
23 Feb 20xx - Service card being reviewed by staff for feed back on 25th Feb. 20 Mar - Ready to be sent out. Waiting for E-Zine article re user sat survey 1st June - eZine article has now appeared 20 Jan Costed proposal to be produced. 20 Mar - RB will discuss requirements with users during business consultation meetings 16 July 20xx - RB/AC to produce stats re user logon times to inform discussion 23 Feb 20xx - Incidents are linked to whiteboard 20 Mar - now settled. Major incidents are now recognised reliably.
Closed
Closed Closed
5
13th Aug 20xx
Risk Assessment
MEDIUM
AC
13th Aug 20xx 14th Aug 20xx
Risk Assessment Quality/ Customer Meeting
Availability Mgt Implement WSUS server to apply patches on a regular basis Put software maintenance contract in place for Veritas Backup Exec Availability Mgt Provide more feedback on incident numbers and major incidents reports Incident Mgt
N
6 7
N N
MEDIUM MEDIUM
AC RB
8
14th Aug 20xx
Quality/ Customer Meeting
Set user expectations in terms of time to resolve incidents etc.
Incident Mgt
Y
MEDIUM
RB
9
14th Aug 20xx
Quality/ Customer Meeting
Look at requirements for making help desk available from 8am
Incident Mgt
N
LOW
RB
10 11
18th sept 20xx 23rd Sept 20xx
Major Incident Report Major Incident Report
Incident Mgt Incident Mgt
N N
LOW LOW
RB RB
12 13
25th Sept 20xx 25th Sept 20xx
Repairs Customer Meeting Repairs Customer Meeting
Incident Mgt Change Management
N Y
MEDIUM HIGH
RB RB
14
25th Sept 20xx
Repairs Customer Meeting
Address the linking of incidents onto the Whiteboard Add Actual Incident Start time to Whiteboard screen. Further work needs to be done on spotting a Major Incident, perhaps a checklist is required with Major Incident Criteria listed on it. Improve communication methods to users in event of major incidents Involve business in assessment of changes that may affect them e.g. Outlook Provide better user access to help desk call progress online
Incident Mgt
N
LOW
RB
15
25th Sept 20xx
Repairs Customer Meeting
Turnaround time for service requests and standard changes needs to improve e.g. software installations
Incident Mgt
N
MEDIUM
RB
16
9th Oct 20xx
Availability Mgt Plan
N
HIGH
AC
17
6th Oct 20xx
Information Security Review Meeting Information Security Review Meeting Information Security Review Meeting Information Security Review Meeting Information Security Review Meeting
Move CPS storage as both system and backup are kept in same server Availability Mgt room currently Information Security Security criteria in RFP, ITTs etc. - discuss Management Information Security Check acceptable password rules on all systems Management Information Security Enhance authentication procedures for password resets Management Information Security Confirm remote access procedures for suppliers - in use? Management Information Security Evidence that suppliers follow this security policy Management
23 Feb - messaging alternative to email is now used. 23 Feb 20xx - route to ICT Steering group now established for significant changes 23 Feb 20xx - will be emphasised to users via various methods including service card 16 July 20xx - Not required 20 Jan - work order backlog numbers are still decreasing. 23 Feb 20xx - Numbers now at a level where good service can be maintained. 23 Feb 20xx - moved .
N
LOW AC
1st June - being reviewed as part of compliance
RS RB
1st June - being reviewed as part of compliance 1st June - being reviewed by RB 16 July 20xx - RB looking at best methods of achieving this.
AC
23 Feb 20xx - procedures verified.
AC
23 Feb 20xx - now controlled
18
6th Oct 20xx
19
6th Oct 20xx
20 21
6th Oct 20xx 6th Oct 20xx
Policy Policy Policy Policy Policy
N
MEDIUM
N
HIGH
N Y
Closed Open Closed Closed Closed
Open
Closed Closed
Closed Closed
Closed Open Open
MEDIUM
Open Closed
MEDIUM
Closed