Service Improvement Plan
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Document: Service Improvement Plan From: 1-Jan-99 Organization: The Service Provider To: 1-Jun-99 Responsible: Service Level Manager Objective I: Increase Service Availability by Means of Web Access Action Responsible Start End I.a Acquire Web licenses of the Service Desk system Supply Manager 15-Jan-99 30-Jan-99 I.b Configure Web access for customers Application Manager 1-Feb-99 1-Mar-99 I.c Train users and Help Desk personnel Knowledge Manager 1-Feb-99 28-Feb-99 1.d Monitor availability Availability Manager 1-Jan-99 30-Jun-99 Result: Service availability increased through web access Measurement: Availability Objective II: Decrease Time to Solve Incidents Action Responsible Start End II.a Define and implement auto-responses Event Manager 10-Jan-99 9-Mar-99 II.b Resolve defined recurrent incidents Problem Manager 10-Jan-99 9-Mar-99 II.c Monitor incidents Incident Manager 1-Jan-99 30-Jun-99 Result: Less time to solve incidents Measurement: Percent of incidents solved within the agreed times Objective III: Improve Customer Satisfaction with Help Desk Action Responsible Start End III.a Increase follow-up tasks for the Help Desk CSI Manager 1-Feb-99 7-Mar-99 III.b Redesign surveys and how to apply them Customer Satisfaction Manager 1-Jan-99 15-Jan-99 III.c Monitor customer satisfaction Customer Satisfaction Manager 1-Jan-99 30-Jun-99 Result: Customer satisfaction increased Measurement: Customer satisfaction survey Objective IV: Increase Accuracy of Service Provided Action Responsible Start End IV.a Acquire training for all the technical support personnel Knowledge Manager 17-Jan-99 30-May-99 IV.b Monitor customer satisfaction Customer Satisfaction Manager 1-Jan-99 30-Jun-99 Result: Customer receiving better service Measurement: Customer satisfaction survey Table 1 Service Improvement Plan Actions 3..
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