(Past Event)

Transforming End-to-End Service Reporting

W720 on 05 Mar 2009 , 14.20 - 16.00 Location: Online via WebEx
Business Relations, Operations/Service Management

This case study of the Real IT Award winning project by Co-operative Financial Services (CFS) turns its back on traditional 'SLA met' statistics and takes a new look at the contentious issue of Service Reporting.

Output

Transforming End to End Service Reporting (Top Tips)
Transforming End-to-End Service Reporting (Executive Summary)
Transforming End to End Service Reporting (Report)
Transforming End-to-End Service Reporting (Presentation)

Summary

Reports need to be both comprehensible to the business and useful to IT staff. Close examination of recommended 'Best Practice' involved a costly and complex process not favoured by either party in the equation. This project delivered an easily understood 'common shared view' between IT and the business of the quality of IT services. The project used the existing (limited) toolset and required no additional investment in consultancy or tools.

Objectives

Delegates will gain an insight into how Service Reporting can be transformed through a genuine focus on business impacts and Continual Service Improvement. The CFS team took an innovative approach that took stock of the need to demonstrate issues and trends that are often masked in typical SLA based approaches.

Who should attend

Heads of Service Delivery and Infrastructure, Senior Account Managers.

Agenda

1420 - Logon to the WebEx virtual meeting room

1430 - Introduction by tif. Facilitator Ollie Ross

1435 - Presentation by Ian Macdonald, Senior IT Specialist, Co-operative Financial Services covering:

Background and project constraints
Business impact matrix
Service performance indicator and the scoring engine
Green days
Outcomes - continuous service improvement and business relations

1530 - Question and Answer session

1600 - Finish

Unparalleled Learning

Directed by

01/17

"The Corporate IT Forum is a fantastic level check, free of vendor sell and consultancy hype. I like the open sharing of experience…"

"We get valuable knowledge and experience from members of The Corporate IT Forum. This helps us to make better and informed decisions to reach our business goals…"

"The knowledge from other people on what they are doing/have done is invaluable to my team"

"The workshop validated the marketplace for supplier apps; participants were of a uniformly high standard; personally, I value highly the ethos of the Forum in the fact that it is supplier independent"

Tel: +44 (0) 1442 866634
info@corporateITforum.com