seat58F
outsourcing relationships: international, inter-economic, interpersonal
September 4, 2010 ~ 09:50:42 AM * -07:00ST
service request delivery capacity
Post # 443 by
admin on May 20th, 2009 ~ 08:40:41 AM
Posted as IMACD, capacity, metrics |
No Comments »
helpdesk service levels are normally conceptualized as applying to a single trouble ticket. the supporting processes are usually well defined and the associated roles are assigned and owned by the outsourcer, the resolver group, or another supplier.
in reality, delivery capacity exerts a major influence on the ability of the resolver group to execute a service request. service level targets should be closely linked to ticket volumes and types.
capacity KPIs
Post # 328 by
admin on April 25th, 2009 ~ 07:26:24 AM
Posted as capacity |
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the real KPIs are business transactions/hour, not available disc space.
end user exceptions per hour, not network utilization.
force majeure
Post # 19 by
rc on March 10th, 2009 ~ 07:43:14 AM
Posted as capacity, continuity, contracts |
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french in the contract means that people are really serious about maintaining service levels and that penalties are usually on the line. The service provider wants the service levels turned off when a fishing boat breaks the fiber running to the next continent; the client doesn’t want to monitor all the relationships with contributing suppliers.
Force Majeure language ( wikipedia ) usually means that neither party is interested in using either the contract or governance programs to actively manage risk. Very infrequently, the contract will refer to a joint risk management exercise, but these programs don’t reach very deeply into the operational stack.
Confidence is justified in some cases. Service Desk operations can implement a follow-the-sun strategy more easily than a datacenter operation, but have confidence that capacity won’t be an issue. Datacenters may invest in some level of redundant services as a band-aid for weak business process engineering or weak IT architecture.
In either recovery mode, service levels (and associated penalties) are usually turned off.
