Sunday, 8 March 2009

Service reports

Once again the client's IT supplier is late producing the monthly report. Most months by the time it lands on my desk for review I've already lost interest in it. It tells me about events I'd rather forget, and since then other things have gone wrong which need dealing with and have a higher priority in my mind. And it doesn't tell me anything about the future.

What really bugs me though is the effort they have to put in to producing it every month, and the feeling that if I didn't ask for it they wouldn't produce it for their own use.

How can you claim to be managing a service when you have no objective data to work from, and how can you claim to be doing problem management when you don't produce any data on trends?

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