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| = Service Management Policy (Example) =
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| 1.) '''Customer Alignment.''' The provision of IT services shall be aligned to customer needs.
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| *Services are delivered in a defined quality sufficient to satisfy requirements identified from business processes.
| | Overview of EGI Service Management has been moved under [http://ims.egi.eu/ EGI Confluence instance] (access restricted to EGI.eu staff) |
| *For all services, a corporate level SLA and / or specific SLAs, which have been agreed with business stakeholders, is in place.
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| 2.) '''Process Approach.''' To effectively manage all IT services and underlying components, a process-based approach to service management shall be adopted.
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| *All required processes are defined, communicated and improved based on business needs and feedback from people and parties involved.
| | For questions contact [mailto:quality@egi.eu EGI.eu Quality Team] |
| *Roles and responsibilities are clearly defined.
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| 3.) '''Continual Improvement.''' Services and service management processes shall be continually improved.
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| *Feedback from business stakeholders is used to continually improve services and service quality. All proposals for improvements are recorded and evaluated.
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| *Service management is improved based on continual monitoring of process performance and effectiveness.
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| 4.) '''Training & Awareness.''' Through trainings and awareness measures, it shall be ensured that staff involved in service management activities can perform effectively according to their roles.
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| 5.) '''Leadership.''' Senior management is committed to this policy and its implementation. It provides the resources required to implement and improve service management and enhance customer satisfaction with IT services.
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| (tailored policy to be approved by EGI Council)
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| = Service Management Processes (x14) =
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| In the first phase of ITSM implementation EGI is focusing on 7 processes, which will then be expanded to the others. The rationale for those selected is based on the processes that others depend.
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