Service Improvement Plan - Template
Definition: The service improvement plan (SIP) is used to manage service improvement initiatives and report on their status throughout their lifecycle. There may be one service improvement plan for all services or dedicated plans for the various services managed by the service provider. The addition of new items to the SIP is often triggered by service reviews, although other service management processes may also suggest improvements to services.
Related YaSM service management process: Improve the services
More checklists and document templates: Service management checklists
A service improvement plan (SIP) typically contains the following information:
Note: Some service properties may not need to be described for particular services (for example, if a service is not customer-facing, there may be no need to deal with complaints).
Name / identifier
|The name and / or identifier of the service improvement plan (if there are several service improvement plans, for example for particular sets of services).
|The individual in charge of the service improvement plan (this will often be the service owner).
Service improvement initiatives
|Items in the SIP describe initiatives (projects or activities) aimed at improving a service. Service improvement initiatives are often required because the agreed service quality (e.g. in terms of availability, capacity or performance) is not achieved, or because better ways of providing a service have been identified. Typically, the following information is maintained for each initiative in the SIP:
|This section may include references to other relevant information, for example service review reports which led to the improvement initiatives.
|Notes and additional information.
Document control information
As service improvement plans are controlled documents, they must contain document control information, as in the following example:
|Service improvement plan: Document information
Status values and lifecycle
(This information is included in the lifecycle diagram for the service improvement plan contained in the YaSM® Process Map.)
- Once an owner is determined for an item in the service improvement plan and authorization granted, the owner will be able to proceed with the initiative, typically by submitting a budget request to secure the required financial resources. For major initiatives, a project needs to be set up.
Is based on: YaSM "Service improvement plan" template from the YaSM Process Map.