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Service Operation team or department performanceThis is an ‘internal’ communication in that it takes place between the members of a team or department and their manager, or a process manager and the team that executes the process. People outside of these teams or departments should not be involved in this type of communication as it is aimed at managing people rather than measuring the quality of a service. However, it is a common mistake for IT departments to communicate this type of information to customer s as if it were the same as reporting on Service Quality. For example, a manager might report that their department solves 80% of all problem s. As far as the average user is concerned, however, this information is irrelevant. They are more concerned with whether their IT Service performed as agreed. In addition, disclosing internal information to customers and users could be embarrassing for the Service Operation teams and departments and could result in high levels of interference from the business to ‘correct’ perceived problems.
Table B.4 Performance Reporting requirements: Service Operation team or department
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