02 — Capability · BC-560.50
Service Performance & Improvement
Measure whether services deliver what was promised and what they cost to deliver, and use the evidence to improve the service, its model or the promise itself.
- Service Level Management
- Continual Service Improvement
In scope
- Service level measurement and reporting
- Cost to serve and margin by service
- Customer feedback on service delivery
- Improvement backlog and its execution
Out of scope
- Enterprise process improvement programs (see BC-190)
- Financial reporting of service revenue (see BC-210)
Decomposes into · 4
- BC-560.50.10Service Level ReportingMeasure delivered performance against each commitment and report it to the customer and to the business, including the misses.
- BC-560.50.20Cost to Serve AnalysisKnow what each service and each customer actually costs to deliver, so margin is a fact and not a feeling.
- BC-560.50.30Service Feedback AnalysisGather and analyze what customers and delivery teams say about the service and find the recurring themes behind the individual comments.
- BC-560.50.40Service ImprovementMaintain and work a prioritized backlog of changes to the service, its delivery model or its commitments, and check each one made a difference.