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World Class IT Service Delivery by Peter Wheatcroft

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MARKETING YOUR ACHIEVEMENTS

An important marketing technique is to maintain the visibility of what you do. Service is invisible in that it is assumed to be there until something goes wrong to make it visible, but it is also transient in that once it has been achieved it is immediately forgotten. One way of getting more visibility of your achievements is to publicize them. The monthly SLA report is a standard way of doing this, although this is by far and away the worst type of service performance reporting mechanism possible, because it focuses on two things – retrospection and justification. Retrospection is bad because the reports look backwards at past performance, which is not necessarily indicative of what future service performance is ...

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