(Past Event)

Transforming End-to-End Service Reporting

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

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

Members Include

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johnlewis
mcdonalds
united biscuits
travis perkins
southwestwater
rexam
landregistry
HMRC
gchq
eon
dhl
EnvironmentAgency
BalfourBeatty
coop
BAE
aviva
01/17 
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Tel: +44 (0) 1442 866634
info@corporateITforum.com

Webinars

Online and focused discussions, webinars are used for both rapid reactions to news that has implications on business and also for case study presentations on recently delivered projects. Quick to set up and quick to deliver, webinars have international reach and deliver the same quality of output as the Forum's face to face activities
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