Maintaining Service Delivery in Housing Environment

Service Level Management Capacity Management IT Service Continuity Management Availability Management Financial Management of IT Services

IT Service Delivery
Housing Lettings Rents Arrears Repairs

IT Department Service Level Management Capacity Management Contingency Management Availability Management Financial Management

Asset Management

Third Party Software and Hardware Providers Facilities Management Resident Involvement

Identifying business requirements by working with business units Establishing the scope of services, timeliness, hours of operation, recovery aspects, and service performance Translating business requirements into IT requirements Performing gap analysis between business requirements and available services. Drafting, negotiating and refining SLAs with the business units, ensuring business requirements are met and agreement from all parties involved Implementing SLAs Measuring SLA performance, reporting results and adjusting as necessary

Monitoring, analyzing, tuning, and implementing necessary changes in resource utilization Managing demand for computing resources, which requires an understanding of business priorities Modelling to simulate infrastructure performance and understand future resource needs Application sizing to ensure required service levels can be met Storing capacity management data Producing a capacity plan that documents current utilization and forecasted requirements, as well as support costs for new applications or releases Building the annual infrastructure growth plan with input from other teams

Performing a Risk Assessment for each of the IT Services to identify the assets, threats, vulnerabilities and countermeasures for each service. Evaluating the options for recovery Producing the Contingency Plans Testing, reviewing, and revising the plans on a regular basis

Ensuring service availability meets SLAs Determining the cause of availability failures Ensuring proper contingency plans are in place and tested Establishing high-availability, redundant systems to support mission-critical applications

Assess change measures from the point of view of costs Provide a basis for planning and budgeting Make business decisions about each service provided Set performance targets and monitor costs in the context of the budget Justify investments for new or improved services Prioritise the use of resources Determining the costs related to services such that service goals satisfy business needs at a price the business can afford