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Software Developer
Fusion Plus Solutions Inc Looking for ITIL/ITSM_Service Level Management and Reporting at Hyderabad, Telangana, India Full Time
- Provide additional SLAs and KPIs to improve service measurement and for continuous service improvement.
- Define the target levels, measurement frequency based on performance for the additional SLAs and KPIs
- Agree on the additional SLAs and KPIs
- Set up the SLA and KPIs in ITSM tool
- Identify business users, ticket owners, escalation points for breach of a service level.
- Set up automatic email alert based on defined threshold to send to target group.
- Identify all the reporting requirements for service management, performance management.
- Identify the reporting frequency.
- Configuration of the reports by Service Desk in ITSM tool or adjust the existing reports to reflect new ways of working.
- Service management office (SMO) reviews the performance of the team on regular basis.
- Team investigates the cause of missing targets (SLA and KPIs) and takes corrective actions.
- For each breach, identify the cause and corrective actions (both short and long term).
- Review corrective actions.
- Implement the corrective actions Actionize for every KPI and SLA breach.
- Monitor the performance – on the improvement month on month basis.
- Set up Governance and escalation mechanism for service performance.
- Agree on risk reward framework for SLA & KPI based service delivery.
- Implement year on year continuous improvement on SLA and KPI targets.
- Create roadmap to evolve from IT based KPIs to business KPIs.
