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

ITSM - SOA Standard Edition

  • IT Service Management for Service Oriented Architecture Template - Electronic document that contains standards, policies and procedures, metrics and service level agreement for the help desk, change control, and service requests. Individual policies included are: Blog, BYOD, electronic communications, Sensitive information, and Travel and off-site meetings. It also contains a Business and IT Impact Questionnaire, and several electronic forms included. They are: Blog Compliance Agreement; BYOD Access and Use Agreement; Email employee Agreement; Internet Access Request; Internet and Electronic Communications; Internet Use Approval; Sensitive Information Policy Compliance Agreement; and WFH and Telecommuting.

    Just added to the core template are eight (8) full job description including: Vice President Strategy and Architecture; Director Electronic Commerce; Manager KPI Metrics; Manager Service Level Reporting; Manager User Support; Manager Vendor Management; Metrics Measurement Analyst; and, SEO Specialist. It also contains a Business and IT Impact Questionnaire, and several 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.

    Available with 12 or 24 months of update service

ITSM - SOA Silver Edition

  • IT Service Management for Service Oriented Architecture Template

  • IT Service Management - SOA Job Descriptions Bundle contains 21 full job descriptions (MS WORD format)

    • Chief Expereince Officer
    • Digital Brand Manager
    • Director e-Commerce
    • 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

  • 312 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

  • 312 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 312 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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