List of tables

Table 4.1Assessment roadmap summary – example

Table 5.1Model to demonstrate the concept of service categories

Table 6.1SLM sub-processes presented in a RACI format

Table 7.1Example of a RACI matrix for SLM3, service review

Table 8.1Example of SLA tracking periods

Table 8.2Examples of exception codes

Table 8.3Example of service and service measurement hierarchy

Table 8.4Metric definitions template

Table 8.5Example of a basic service objectives table for a WAN service

Table 8.6Expanded service level objectives for a WAN service

Table 9.1Example of service differentiation

Table 9.2Attributes of a service metric definition

Table 9.3Service mapping (videoconferencing example)

Table 9.4Service quality measurements (videoconferencing example)

Table 9.5Service measurements (for room-based videoconferencing)

Table 9.6Example of a service metric definition

Table 9.7Example of service level targets (for room-based videoconferencing)

Table 9.8Example of TTR measurements

Table 9.9Example of metric categories

Table 10.1Invoice percentages pooled for the WAN service tower example

Table 10.2Example of direct earn-back

Table 10.3Example of deferred earn-back

Table 11.1Example of steps for analysing an SLA compliance report

Table 11.2List of primary requirements for a metrics management solution

Table 11.3List of primary requirements for a performance reports solution

Table 11.4Primary requirements for a CSI register solution

Table 11.5Primary requirements for a cost management solution

Table 15.1Example of an SLA compliance report – monthly SLA dashboard

Table 15.2Example of an SLA compliance report – specific service level objective

Table 15.3Example of an SLA compliance report – drill-down to incident detail

Table 17.1Example of a CSI register

Table 18.1Example of customer satisfaction survey results

Table 20.1Example of prioritizing continual service improvement activities

Table 20.2CSI approach steps