Service Complaint Procedure
ISO/IEC 20000 Toolkit Version 7 ©CertiKit
Service Complaint Procedure
Implementation Guidance (The header page and this section must be removed from final version of the document)
Purpose of this document This document sets out how service complaints will be processed.
Areas of the standard addressed The following areas of the ISO/IEC 20000:2011 standard are addressed by this document: 7. Relationship processes 7.1 Business relationship management
General Guidance This is a required document and must include the definition of a service complaint as stated in section 7.1 of the standard. Your organisation may have an existing complaints procedure that is used within the business as a whole and it is acceptable to use that as long as it meets all of the requirements in section 7.1.
Review Frequency We would recommend that this document is reviewed annually.
Toolkit Version Number ISO/IEC 20000 Toolkit Version 7 ©CertiKit.
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Document Ref. Version: Dated: Document Author: Document Owner:
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Revision History Version Date
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Contents 1
INTRODUCTION ....................................................................................................................................... 7 1.1 1.2
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PURPOSE ................................................................................................................................................... 7 DEFINITION OF A SERVICE COMPLAINT ..................................................................................................... 7
SERVICE COMPLAINT MANAGEMENT PROCEDURE .................................................................. 8 2.1 2.2 2.3 2.4 2.5 2.6 2.7
RECORDING OF COMPLAINTS .................................................................................................................... 8 INVESTIGATION ......................................................................................................................................... 8 RESULTING ACTION .................................................................................................................................. 8 REPORTING ............................................................................................................................................... 8 CLOSURE OF COMPLAINTS ........................................................................................................................ 9 ESCALATION ............................................................................................................................................. 9 PROCEDURE REVIEW ................................................................................................................................. 9
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1 Introduction 1.1
Purpose
The purpose of this document is to describe the procedure that will be used within [Service Provider] in the recording and management of complaints about any aspects of IT services. 1.2
Definition of a Service Complaint
A service complaint is defined as: “Any communication from, or on behalf of, a stakeholder in the IT service which expresses dissatisfaction about the provision of, or failure to provide an IT service.� This definition has been agreed as part of the SLA negotiation and review process and will be reviewed on a regular basis to ensure it remains current and relevant.
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2 Service Complaint Management Procedure 2.1
Recording of Complaints
Complaints should be directed to the IT Service Desk Manager either verbally (in the first instance) or in writing (document or email). The IT Service Desk Manager may subsequently request that verbal complaints be put in writing. As a minimum, the following information should be included: ➢ ➢ ➢ ➢ ➢ ➢
Description of the complaint Customers and users that are / have been affected Chronology of events Impact of the event being complained about Named IT support staff (if applicable) Contact point for communication
Further documentary evidence may be provided if available. 2.2
Investigation
The IT Service Desk Manager will speak to both the complainant, witnesses and any IT staff involved and gather and document appropriate and relevant additional evidence regarding the subject of the complaint. This information will be kept confidential at all times. 2.3
Resulting Action
The IT Service Desk Manager will aim to resolve the complaint to the complainant’s satisfaction within ten working days and communicate progress throughout the lifecycle of the complaint to the complainant. 2.4
Reporting
A summary report will be produced by the IT Service Desk Manager setting out: • • • •
The details of the original complaint The investigation carried out and evidence obtained The conclusions reached as to whether the complaint is justified The actions to be taken in the light of the conclusions
This report will be provided to the complainant and any IT staff members that are impacted by the complaint and feedback sought in writing. Any amendments made to the report as a result of feedback will also be shared with the interested parties.
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2.5
Closure of Complaints
Once the IT Service Desk Manager is happy that the complaint has been fully acted upon and all parties consulted, the complaint will be closed. 2.6
Escalation
In the event that the complaint is not resolved to the complainant’s (or other interested parties) satisfaction, it will be escalated to the Service Manager. Further escalation will be available to the Finance Director who will have the final decision. 2.7
Procedure Review
The number and subject of service complaints will be reviewed on a regular basis by the management team and any trends identified. Actions arising from this analysis will be input to the service improvement plan.
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