CASE STUDY  - IMPROVING FACILITIES MANAGEMENT

Organisation
Facilities Management Organisation

Requirement
For commercial reasons, an Utilities Supply Organisation formed a Facilities Management Company (FM) to manage its own, in house, IT systems. In order to control and administer these systems, a number Service Level Agreements (SLA) were created to deliver and control IT services to the Utilities Division. 

A number of Service Controllers were appointed, to control and manage the SLA in the various business areas. The Service Controllers had highlighted a number of key areas where the SLA where were failing, these included:

	The Key Performance Indicators were being measured by the FM company incorrectly.
	Helpdesk closed calls without confirming with the user that the fault had been corrected.
	Problems with systems downtime and business areas not being informed when the systems will be available.
	No roles and responsibilities were defined within the SLA. This sometimes resulted in a number of different engineers supporting the same reported fault.

As a result of these findings, there was a need to improve the management of the Facilities Management company and the associated SLA.

Approach:

	Produce a matrix of all the IT systems that would show the system owners.
	Hold regular meetings with the Service Controllers and the FM company's Service Control Managers, to discuss SLA problems.
	Empower Service Controllers to authorise minor functional changes to their live SLA.
	To produce a set of SLA principles that would be used a template to improve the current SLA and for creating new SLA, including: Preventing calls to the helpdesk being closed until the user who initiated the call agreed that the problem has been resolved. Adding the location of end users to the SLA. This would allow the business critical areas to identified, allowing prioritisation of helpdesk / support calls

Outcomes
The recommendations for the SLA process improvements were implemented. 

Establishment of regular monthly meetings between the Service Controllers and the FM companies Service Control Manager. 

Users became more aware of the responsibilities of the FM supplier, resulting in improved achievement of targets.

Migration to an improved understanding of SLA.

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