CASE STUDY #3

CPT Service Level Management

Federal Government Department

CPT Global is currently responsible for Service Level Management within a government Department that is going through an outsourcing exercise. One of the objectives of this project is to identify Service Levels that will be used to gauge the effectiveness of a service provider in delivering Information Technology services post outsourcing.

To perform the Service Level Management function CPT consultants implemented the following functions:

• Collect data from: 
   

  • The Automatic Call Distribution, Management Information System, a CSV file; 

  • The Help Desk using an ODBC link to a SQL database; 

  • A HP Openview Solid Database using ODBC; 

  • An in-house developed VB application that measures end-to-end response as experienced by the end-user.
     

• Consolidate the data from the above sources into an Access database that is then used to produce the exception and management reports; 

• Manage the back up and archiving of data repositories using proprietary storage management software; 

• Analyse the data collected and stored within the Access database to find where identified Service Levels have been exceeded and evaluate the impact of the outage; 

• Produce reports focused on: 
   

  • Identifying within one day of the exception taking place, where exceptions against service levels have occurred; 

  • Producing trends showing: 
     

    • Number of calls answered; 

    • Percentage calls answered in less than 30 seconds; 

    • Problem ticket resolution time; 

    • Problem tickets resolved on first call; and 

    • End-user availability, reliability and response time. 
       

  • Identifying performance problems and assisting with the capacity planning requirements of the Department. CPT has used the NT Performance Monitor to collect data such as processor utilization, memory usage, page faults etc.