Performance of IT Services Provided or Performance Reports of IT Services

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sindaneb
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Performance of IT Services Provided or Performance Reports of IT Services

Morning All,
When Auditor General  conduct an IT Audit within Municipalities they would actually need the report on the Performance of IT Services Provided or Performance Reports of IT Services.
What exactly they are referring too , is there a template that members have that i can use.
Your assistance would be highly appreciated.
Regards
Bafana Sindane
Dr JS Moroka Local Municipality

Christian
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Hi, just to let you know
Hi, just to let you know that i am still trying to get some information for you. Will do my best and email. Stefan Stautner LG ICT Network

Christian Zange | Advisor for ICT & Development, Network Facilitator for the LGICT Network
South African Local Government Association (SALGA) | Skype: christianzz
 

you can start with weekly

you can start with weekly timesheets for all your human resources, calls logged by users against how many were done in a week by each of your resource. this will give you the quality of response times wihch you can improve after weekly review meetings.

log all downtimes of all servers/network systems etc and the time it takes to have them up.

for third parties, develop /compile simple sla with clear metrics - on what you want them to achieve and within what response times and measure their compliance. have monthly meetings to discuss their performance eg; complete financial application system down - within 15mins response time. etc

later you can implement more complex kpi's and always include penalties and termination clauses for non-performance and non-compliance.

regards

mahesh srini

Thanx for your response. We

Thanx for your response. We will use the method then.

nkekim
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It is the first time I am

It is the first time I am getting that requirement from the AG, and I was also wondering how to go about addressing it, but I think Mahesh's advice is in order and I will address the request in that manner.
Thanks Mahesh

kamoim
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Hi I think you can also use

Hi

I think you can also use SYSAID system that strickly Manages IT infrastructure and you will easily get reports. MAKHADO Miunicipality is using it, and it works good. You can download the trial and test it from www.sysaid.com. Since well your still in the ITNA workshop talk to Marrius or JT about it cos that is my next project in thabazimbi municipality.
Molefi Kamoi : IT SUPPORTOFFICER

Nino
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Hi all, We have developed a

Hi all,

We have developed a framework for reviewing service providers. Our concept is a bit difficult to capture in a forum and uploading the template document won't help. We basically review the following:
1.Municipal Objective - How well do they support the objectives
2.Contract & Value - Do they deliver to expectation
3.Relationship - Do they keep promises? are they proactive? etc.
4.Resources - Do they have adequate resources to render and support the service
5.Service - Do they adhere to service levels, etc.?

You guys can contact me and I will be more than happy to share the document as a template that you can change to suit your environment. At the same time I will try to explain how we use the document to do service provider reviews, and report it to council as required by the MFMA.

Regards

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