Scenario task 5 - Identify service expectations
Calbro's business service contracts are instruments used to bind the delivery and support of a service to a user Identify service community. While contracts define the parties involved, duration of the contract, cost of service, and signed documentation, the actionable part of a contract is expressed in the form of service expectations, which eventually translates to agreements. Calbro's service owners focused on those service offerings that were either in production or in the planning stage. When gathering service expectations they made sure to address the following items:
- Providing the name of the business service and any current or planned service offerings
- Tracking data to ensure the customer is satisfied with the service
- Tracking metrics to ensure the service suppliers are delivering adequate support
- Determining the acceptable compliance percentage expected for each of the tracked items
- Calculating compliance information at appropriate intervals
- Prioritizing the tracked items based on importance to the business
- Determining the amount of lost revenue, or monetary impact to the business, by time segment, like a minute or an hour, if a business service is unavailable or impaired
- Calculating a system of monetary penalties or rewards for missing or exceeding service expectations
- Determining the hours the business service must be available
Upon completion of this task, the information service expectations were documented and reviewed with the major stakeholders to ensure accuracy.
The following table shows the several basic and premium service offerings:
Business service for a discount equity brokerage
Description | Basic service offering | Premium service offering |
|---|---|---|
Status | In production | Planned |
Customer satisfaction tracking |
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Website response time |
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Web applications response time |
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Service supplier tracking |
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Incident response and resolution |
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Change request completion |
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Infrastructure performance |
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|
Compliance targets are calculated | On a daily and monthly basis | On a daily and monthly basis |
Hours of service availability | To be determined | To be determined |
The following table shows the standard and high traffic service offerings:
Business service for an online retail banking service
Description | Standard service offering | High traffic service offering |
|---|---|---|
Status | In production | Planned |
Customer satisfaction tracking |
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ATM machine availability |
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ATM machine availability |
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Service supplier tracking |
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Incident response and resolution |
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ATM transaction turnaround time |
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Change request completion |
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Compliance targets are calculated | On a daily and weekly basis | On a daily and weekly basis |
Hours of service availability | To be determined | To be determined |
The following table shows generic and first class service offerings:
Business service: Email
Description | Generic service offering | First class service offering |
|---|---|---|
Status | In production | Planned |
Customer satisfaction tracking |
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Service request response and completion |
|
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Service availability |
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Service supplier tracking |
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Incident response and resolution |
|
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Infrastructure performance | Priority 1 Compliance target 98% Calculate impact cost: no Calculate penalties/rewards: yes | Priority 3 Compliance target 99% Calculate impact cost: no Calculate penalties/rewards: yes |
Change request completion |
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Compliance targets are calculated | On a daily and monthly basis | On a daily and monthly basis |
Hours of service availability | To be determined | To be determined |