IT performance

We monitor and measure IT service delivery performance in a variety of ways in order to continuously improve and develop our services. We do this through methods including:

• Service Level Agreements (SLAs)
  SLAs have been set up for faculty, students, staff and alumni. The SLAs outline standards of services and support including response times and dealing with problems that have not been satisfactorily resolved.

• Key performance indicators (KPIs) and customer services reports
  Monthly reports on particular KPIs and IT services in general are published on 'My HelpDesk'; KPIs include percentage of calls waiting longer than 20 seconds, percentage of jobs resolved within the SLA and number and type of lecture theatre call-outs.

• Continual monitoring of our network and infrastructure by Global Site Reliance.

• Service Probe
  Service Probe is a tool provided by the CBI which measures and benchmarks our service levels. This exercise has recently been completed for the fourth time and has allowed us to track improvements over the last five years. Service Probe ranks London Business School IT in the world-class contender category for service delivery.

• Project management
  We use a rigorous project management methodology based on PRINCE2 (ITIL)  to ensure projects are completed to specification.

• Continuous improvement plan
  We publish annually a rolling plan to provide a focus and structure for our goals of on-going improvement in service delivery.