Service Levels fall during pandemic recovery

Survey shows SLAs have not been met by many IT functions

A Service Level Agreement survey of 205 mid-sized enterprises by Janco found that ITSM and SOA have suffered during the pandemic recovery. Many of the issues were due to staffing and others were to loss of focus on ITSM.

ITSM KPI Metrics

The results of the survey were compared to a similar one that the firm conducted in 2019 before Covid. All but two of the findings of the study showed that ITSM suffered.

  • Business Unit users were not as happy with IT performance in the past year
  • Responses from IT were not as responsive as in 2019
  • Fewer IT functions reported ITSM metrics related to SLAs to business units
  • Access to help desk and service functions was more difficult
  • Quality and speed of responses did not meet expectations
  • Fewer IT functions charged back for ITSM support to business units
  • There was less proactive problem solving. More of the help desk and service functions was structured around per-defined "scripts".
  • Less ITSM training was conducted
  • ROI was not calculated for many of changes requested.

The only areas where ITSM and SOA performance metrics improved were in more Business Units were aware of tools available and more organizations had recently defined SLAs by their business units

The survey re-enforces that It is time for organizations to revisit ITSM and Service Level Agreements.

IT Service Management Template come is four versions

IT Service Management - Service Oriented Architecture - PDF

ITSM - SOA Standard Edition contains standards, policies and procedures, metrics and service level agreement for the help desk, change control, service requests, blog / personal web site, and travel and off-site meetings. It also contains a Change Request Form, Business and IT Impact Questionnaire, and an Internet Use Approval Form. It is ITIL compliant. It include in a single 338 PDF page document:

  • ITSM standard with policies and procedures
  • 5 supporting policies - Blog and Personal Web Site Policy; BYOD Policy; Internet, e-mail, Social Networking, Mobile Device, Electronic Communications, and Record Retention Policy; Sensitive Information Policy; and Travel, Electronic Meeting, and Off-Site Meeting Policy
  • 20 ready to use electronic forms: Blog Compliance Agreement; BYOD Access and Use Agreement; Email employee Agreement; Internet Access Request; Internet and Electronic Communications; Internet Use Approval; and Sensitive Information Policy Compliance Agreement
  • 17 full job descriptions

NOTE: is available with optional 12 or 24 months of update service to the document and all of it components.

ITSM - SOA Silver Edition

  • IT Service Management for Service Oriented Architecture Template

  • IT Service Management - SOA Job Descriptions Bundle contains 24 full job descriptions (MS WORD format)

    • Chief Experience Officer
    • Digital Brand Manager
    • Director e-Commerce
    • Director IT Infrastructure
    • Director Sarbanes-Oxley Compliance
    • Manager Change Control
    • Manager Customer Service
    • Manager Customer Service Center
    • Manager Customer Site Support
    • Manager Help Desk Support
    • Manager KPI Metrics
    • Manager Metrics
    • Manager Quality Control
    • Manager Sarbanes-Oxley Compliance
    • Manager Service Level Reporting
    • Manager User Support
    • Capacity Planning Supervisor
    • Change Control Analyst
    • Change Control Supervisor
    • Help Desk Analyst
    • Help Desk Technician
    • Key Performance Indicator Analyst
    • Metrics Measurement Analyst
    • Quality Measurement Analyst

    Available with 12 or 24 months of update service

ITSM - SOA Gold Edition

  • IT Service Management for Service Oriented Architecture Template

  • 324 full IT Job Descriptions - Includes all of the job descriptions (MS WORD format) in the IT Service Management - SOA Job Descriptions Bundle plus the full inventory of Internet and IT job descriptions contained in Janco's Internet and IT Job Descriptions HandiGuide.

    Available with 12 or 24 months of update service

ITSM - SOA Platinum Edition

  • IT Service Management for Service Oriented Architecture Template

  • 324 full IT Job Descriptions

  • Security Audit Program - The Audit Program is IS0 28000, ISO 27000, Sarbanes Oxley, PCI-DSS, ITIL, and HIPAA compliant. It meets EU and US state requirements (Massachusetts, New York, and California) .

  • Internet and IT Job Descriptions HandiGuide - The PDF book is over 900 plus pages in length and contains 326 Job Descriptions in addition to a Job Progression Matrix Template, Job Evaluation Questionnaire, Employee Termination Checklist (electronic form), and Position Description Questionnaire.

    Available with 12 or 24 months of update service

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