The New Service Checkpoints list helps Service Owners move from launch readiness to long-term service improvement. Use these checkpoints to review performance, gather feedback, identify pain points, update documentation, and keep the service aligned with university priorities.
- ☑ Schedule a meeting with the ITSM team to review initial performance data and support team feedback. An automated notification that includes a booking link to facilitate a meeting the ITSM team will be sent 30 days after launch of the service.
- ☑ Review related knowledge articles and the service description page for accuracy.
- ☑ Identify early pain points and feedback to improve the service description, form, and/or workflow. Consider sending a survey to a sample of requestors, and/or the staff responsible for resolving the requests.
- ☑ Surveys can be a simple email to users or something more formal like Qualtrics or a Google/Microsoft form. Sample questions could include:
- ☑ On the service page, was it clear who could use the service and how to request it?
- ☑ Were any fields on the request form confusing, or did you feel you were asked for unnecessary information?
- ☑ Did you feel appropriately updated on the status of your request, or were there periods where the process went silent?
- ☑ Was the information and resolution provided written in clear terms?
- ☑ When your request was marked as complete, was the issue or need actually resolved to your satisfaction?
- ☑ If you used a linked 'How-To' article, did it provide the information needed to resolve your question without further help?
- ☑ It may also be beneficial to survey the staff who are resolving the request that was submitted. A few sample questions to send to that team could include:
- ☑ Does the current service form capture all the data required to fulfill the request, or are you frequently having to follow up with the requestor to get missing details?
- ☑ Is there a specific step in the current fulfillment process that feels repetitive and could be improved through further automation?
- ☑ Do all workflow steps flow in the correct order and work as expected?
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- ☑ Continue reviewing pain points and opportunities to improve the service page, form, and/or workflow.
- ☑ Review reports to establish a service baseline and identify gaps.
- ☑ Spot check service-related tickets to ensure they are being handled properly.
- ☑ Review related knowledge articles and the service page to ensure the information is correct.
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- ☑ Continue to look at pain points for areas of improvement to the service page, form, and/or workflow.
- ☑ Review any knowledge articles and the service page to ensure the information is correct.
- ☑ Monitor long-term resourcing gaps by tracking request trends and team capacity to ensure the service remains well-supported. Use these insights to advocate for the staffing, funding, or tools needed to maintain a healthy service and a balanced workload for the team. This analysis may leverage a combination of request volume, resolution times, and the number of staff or services a group handles, with these specific indicators becoming more defined as processes mature.
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- ☑ Schedule a strategic performance review with the ITSM team (a notification that includes a booking link will be automatically sent to the Service Owner). This session focuses on a deeper, metric-based analysis of service performance and historical trends while identifying additional business processes that may be suitable for conversion into new services.
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The ITSM team will also conduct annual reviews to help Service Owners identify improvement areas and meet institutional standards.
These audits include:
- Confirming that annual KB and service description reviews are complete.
- Confirming that the current Service Owner/Service Manager details are accurate.
- Identifying services that are not being used. This data helps determine if a service should be promoted, refined, or considered for retirement.
- Analyzing request patterns to identify opportunities for workflow automation or the creation of new KBs to address high volumes of manual requests.
- Providing health checks/service scorecards that use standard performance metrics to show historical trends and help Service Owners understand the institutional impact of their service.
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Helpful Articles
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