Compare the values you measure your customers with an SLA.
Wear your hat ITIL Managers, ITIL training remember you and speak to a customer's senior managers, perhaps in the cooling water, and asked them to explain to you the most important aspects of your services to them. Does the availability of on-line service or production or the speed of Demand Fulfillment? Which caused them greater business difficulties, delays in setting up new users or the time required to obtain approval for the change? Now compare this with the steps in the SLA - whether you measure aspects of the most valuable to your customers, or just things that are easiest for you to measure? We often grow in number in the availability of IT organizations but what really matters 98.5% in the hours lost each week? Is this as important as the hours of services available to them?
Organizations that only measure and report risk customers easily describe the service as "poor" despite all SLA targets are met. Just because it does not meet the SLA business values.
Calculate whether your service can meet the SLA.
Remember, if you can not measure, you can not manage it! Working out the Mean Time between Failures (MTBF) for a critical service and check with your customer what their perception is the interval between the failure is. Calculating the average lost time and check that the availability of services in the SLA could or might be fulfilled.
Identify the most frequent cause of non-availability of this service and determine what steps are being taken to eliminate the cause. Are you thinking about things such proactive involvement in the process of Design Service? Ensuring Operation Services is doing proactive maintenance.
Went looking for positive feedback.
Ask your customers what they think you did well. Maybe you're always trying to solve the problem, which your staff is cooperative and friendly.
Do you promote things you do well? Are they ever at the expense of other activities, more appreciated by your customers, you do not do well? Customers are quick to tell you about your failure, it's human nature. Celebrating success can encourage better performance of your IT staff and improve morale.
Several organizations in over-provide services to some customers, resulting in a very positive perception, providing there is no impact on other services and that cost is not considered excessive is entirely appropriate. It is essential that IT organizations that choose the service elements that will be used to influence customer perceptions.
Always ask "what are we doing wrong" creates a bad perception of your own estimate of services and eliminate the chance of getting customers to think about the positive aspects of your service.
So as an ITIL trainer you will stress your ITIL foundation course, this is just a starter for six, not 10, something to think about.
If you need help, remember sysop offers more than just training. We have a professional services arm we can help ITIL managers like you to understand and bridge the gap. We have developed a Service Management Application package (or SMIP's) that focus on specific areas to quickly identify where the most progress can be made in the shortest time. Helping you to do exactly the kind of activities I discussed in a short time so that you can handle more pieces of the elephant and enhance your customers' perception of IT Services, gaining that all important purchase and keep the momentum going for Repair Service.
James P Hall, http://EzineArticles.com/?expert=James_P_Hall