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
Priority
Owner
Availability Mgt ...
Budgeting & Acco...
HIGH
AC
Closed
Information Sec...
Business Relation...
LOW
KP
Open
Internal Audit
Capacity Manage...
MEDIUM
LC
Investment Cust...
Change Managem...
PB
ISO20000 Confo...
Configuration Man...
PM
Major Incident R...
Incident Managem...
RB
Quality/ Custom...
Information Securi...
RB, AC
Source
Service Management Area Service Availability Management Service Availability Management
Service Mana...
Required by ISO20000 Standard? N
Priority MEDIUM
Owner LC
N
MEDIUM
AC
Service Availability Management Service Availability Management
N
MEDIUM
AC
N
MEDIUM
AC
Service Availability Management
N
MEDIUM
AC
N
MEDIUM
AC
Ref 1
Date Raised 13th Aug 20xx
Source Risk Assessment
Action Required Discuss resilient options for internet link
2
13th Aug 20xx
Risk Assessment
Install temperature monitoring equipment to give early warning of fire or air conditioning failure at sites where server hardware is located
3
13th Aug 20xx
Risk Assessment
Move database and application servers and setup hot standby
4
13th Aug 20xx
Risk Assessment
Discuss network penetration testing
5
13th Aug 20xx
Risk Assessment
Implement WSUS server to apply patches on a regular basis
6
13th Aug 20xx
Risk Assessment
Put software maintenance contract in place for Veritas Backup Exec
7
14th Aug 20xx
Quality/ Customer Meeting
Service Availability Management Provide more feedback on incident numbers and major incidents reports Incident Management
N
MEDIUM
RB
8
14th Aug 20xx
Quality/ Customer Meeting
Set user expectations in terms of time to resolve incidents etc.
Incident Management
Y
MEDIUM
RB
9
14th Aug 20xx
Quality/ Customer Meeting
Look at requirements for making help desk available from 8am
Incident Management
N
LOW
RB
10
18th sept 20xx
Major Incident Report
Address the linking of incidents onto the Whiteboard
Incident Management
N
LOW
RB
Note – Not all rows are shown
Status
Progress including dates 23 feb 20xx - independent link being installed
Status Closed
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.
Closed
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.
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
Closed
Closed Open
Closed Closed
Open
Closed
Service Management Area Asset Management Budgeting & Accounting Business Relationship Management Capacity Management Change Management Configuration Management Demand Management Incident Management Information Security Management Problem Management Release and Deployment Management Service Availability Management Service Catalogue Management Service Continuity Management Service Design and Transition Service Level Management Service Reporting Service Request Management Supplier Management Total
No. Improvements Identified 7 1 6 3 4 1 19 30 1 3 1 3 2 6 34 12 4 3 13 153
No. Improvements Completed 6 1 3 3 4 1 13 11 1 3 1 2 1 5 32 6 3 3 11 110
% Completed 86% 100% 50% 100% 100% 100% 68% 37% 100% 100% 100% 67% 50% 83% 94% 50% 75% 100% 85% 81%