Modeling in service environments for effective SLA execution requires a thorough understanding of performance drivers followed by deploying a system that caters to balanced dynamics. It begins with success performance measures, tools to track success, resources responsible for success, and resource capacity planning to ensure a continued success (table 3):
Table 3: Service Delivery Modeling (SDM)
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I. Customer Success Measures |
II. SDM Tools |
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Define and deploy intelligent decision support, routing, diagnostic and decision trees
Proactive system monitoring
Skill-based system routing and escalation
Case management and business notification per established rules
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III. Staff and IT Organization Performance |
IV. FTE Staffing Requirements |
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Define Dependencies:
Process cycles and complexity against existing and future skills set
Aggregate support/case volume
Number and complexity of projects against support capability
LOB SLAs
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Introducing DynamicsiQ™
Integrated performance intelligence, intuitive dashboard controls, and advanced analysis capabilities -- all are designed with service delivery imperatives at the core!
