HAMILTON BAILEY

Service deterioration or the business users perception of poor service requires rapid action to address and rectify the root cause[s]. Resultant poor relationships can be quickly and successfully rebuilt with an objective assessment of the issues and an even-handed approach to resolution.

Typical issues include:
• Inappropriate or inadequate SLAs
• A lack of strong links between changing business objectives, KPIs and SLAs
• Poorly understood or communicated requirements and contractual
    arrangements
• Inadequate governance and reporting structures

Service Audit is the catalyst for practical change. It is based on a robust analysis of the service drivers, perceptions, a deep understanding of appropriate KPIs and SLAs for outsourced services, as well as long experience of best practice outsourced service provision. It can be deployed for any service domain including:
• Applications Management (development and maintenance)
• Business Process Outsourcing
• Data-centre, mid-range and desktop services
• Telecommunications services

Deliverables will include:
• Documented objectives for the services with appropriate KPIs
• Assessment report of service against the SLA/KPI’s including a market
    comparison
• Issues and risk register
• Review of incentives/penalties against service measures
• Recommendations for service repositioning including measurement and
    incentives
• Action plan for recommended changes with priorities and predicted benefits

The details of the approach will vary depending on the service line and contract situation, but will involve both customer and supplier and will cover:
• Understanding the context and importance of the service(s)
• Analyse key service attributes (eg people, innovation/added value, price/value
    for money, technical performance, future proofing)
• Measurement, incentives and penalty review
• Create options and recommendations including prioritised actions and
    anticipated benefits
• Workshop to explore recommendations for both client and service provider

Client responsibilities include:
• Executive and Service Provider sponsorship
• Provide access to contract documents, SLA’s, customer satisfaction surveys,
    etc
• Participation of key staff in interviews and workshop sessions