Operations

Set expectations for scope, resource requirements, and target dates for building the internal SLA.

Establish a framework to collect the necessary metrics to properly evaluate current availability and reliability service levels.

Establish a framework to collect the necessary metrics to properly evaluate current service desk service levels.

Establish a framework to collect the necessary metrics to properly evaluate current service catalog service levels.

Document the projects that will improve current service levels and better satisfy the needs of the business.

Create the internal availability and reliability SLA by amalgamating the insights from the current and target analysis.

Create the internal service catalog SLA by amalgamating the insights from the current and target state analysis.

Create the internal service desk SLA by amalgamating the insights from the current and target state analysis.

Identify and document all the resources necessary to support the facilitator during a passive DR test.

Develop a crisis communication plan and pre-planned communications.