SIPs

1. 1 Presentation name
GT Infrastructure and Operations | Thursday, 13 January 2022 | Slide No. 1
3. SERVICE IMPROVEMENT PROGRAMME

2. 2 Presentation name
GT Infrastructure and Operations | Thursday, 13 January 2022 | Slide No. 2
SERVICE IMPROVEMENT PROGRAMME
Key Activities
The following Service Improvement Programmes are currently in place:
• Basic telephony
• Telephone Headset
• Printer Connectivity
• Installation of SIM Card
• Move assets to warehouse
• Server access to share
• 135 Rivonia Service Improvement
Decisions Outstanding / Approvals Required
• None
Executive Focus Areas (Opcom and Exco Reports)
• None
Service Status
COMMENTS:
Most of the Service Improvement Programmes
are in progress and we have not been able to
track major improvements to date.
A renewed focus is going to be placed on the
services which are not impacted by the SIP’s to
identify quick wins in order to improve the
overall SLA to above 85%.

3. 3 Presentation name
GT Infrastructure and Operations | Thursday, 13 January 2022 | Slide No. 3
SERVICE IMPROVEMENT PROGRAMME
Service Name Status
Desired
Status
Implementation
date
Improvement
date
Team Comments Status Comments
Graph
Basic telephony 60% SLA
Achieved
85% SLA
Achieved
01-Nov-16 31 November
2016
EUC Identified a
measuring error
on SM
increased SLA
as per
catalogue from
1day11hr to
2day15hr -
applied first
week
SLA at 83 per cent, continual
improvement
Telephone
headset
20% SLA
Achieved
85% SLA
Achieved
15-Nov-16 31 November
2016
EUC Identified a
measuring error
on SM
increased SLA
as per
catalogue from
1day11hr to
2day15hr -
applied first
week
Different prices of headsets delay
the process (Propelo) and stock in
hand of different headsets
Printer
Connectivity
50% SLA
Achieved in
December
2016
85% SLA
Achieved
24-Jan-17 Mar-17 EUC Attend to
service requests
timeously
countrywide
(Campuses and
Branches)
Enhance service
by adding a new
service request
type TZ “Set up
Most requests are for LAN 135, the
queue is not monitored
correctly/volumes are too high,
when task assigned to tech, request
is near breach/already breached
Attend to
service requests
timeously @
135 Rivonia
Campus
Enhance service
to cater only
for users with a
RICA approved
SIM card. • Sim
Most requests at LAN 135, again
queue not monitored/volumes too
high. When tasks assigned already
breached/close to breach. ERF for
SIM Card relevant to SIM number
obtained as a pre--requeset
(Propelo)
Move assets
Bytes vendor
improvement
42% SLA
Achieved in
December
2016
85% SLA
Achieved
24-Jan-17 Mar-17 EUC Continuous
vendor
management
and
engagement to
take place
SIP reopened
Installation of
SIM Card
45% SLA
Achieved in
December
2016
85% SLA
Achieved
24-Jan-17 Mar-17 EUC
The vendor management of
Bytes/Xerox still needs
improvement, most SLA breaches
are due to Bytes not attending
within their SLO
60%
43% 46%
89% 88% 86% 86% 84% 83%
0%
20%
40%
60%
80%
100%
42583 42614 42644 42675 42705 42736 42767 42795 42826
SIP - Basic Telephony
Current Status Desired Status
20%
4% 11%
44%
75%
19%
41%
16%
40%
0%
20%
40%
60%
80%
100%
42583 42614 42644 42675 42705 42736 42767 42795 42826
SIP - Telephone headset
Current Status Desired Status
50%
71% 72% 69% 67%
0%
20%
40%
60%
80%
100%
42705 42736 42767 42795 42826 42856 42887 42917
SIP - Printer Connectivity
Printer Connectivity Current Status Desired Status
45%
60% 54%
73%
0%
20%
40%
60%
80%
100%
42736 42767 42795 42826 42856 42887 42917
SIP - Installation of SIM Card
Installation of SIM Card Current Status Desired Status
42%
64% 70% 63% 68%
0%
20%
40%
60%
80%
100%
42705 42736 42767 42795 42826 42856 42887 42917
SIP - Move assets Bytes vendor improvement
Current Status Desired Status

4. 4 Presentation name
GT Infrastructure and Operations | Thursday, 13 January 2022 | Slide No. 4
SERVICE IMPROVEMENT PROGRAMME
Service Name Status
Desired
Status
Implementation
date
Improvement
date
Team Comments Status Comments
Server Access to
a Share P187
70% SLA
Achieved in
January 2017
85% SLA
Achieved
15-Mar-17 Apr-17 SO Attend to
service requests
and closures
timeously. Use
SO – CC&G as
an example of
how to manage
the
environment.
Graph
Possible re-design of request, ESM
automation part taking 3 days(half
of total SLA). SIP not followed by
other SO teams, queues not
monitored causing SLAs to breach
after 1st task, further escalation
required.
135 Rivonia
Service
Improvement
58% SLA
Achieved in
December
2016
85% SLA
Achieved
01-May-17 Jun-17 EUC Micromanage
area as to
volumes coming
in and assigned
out on
continuous
basis
FCR permanent
engineers
allocated to
Because of volumes, the impact on
all requests (see above SIPs) are
severe. As per previous
investigations (Sim card, Printer
connectivity etc.) the SIP is not
adhered to, further escalation
required
76% 78% 70%
0%
20%
40%
60%
80%
100%
42767 42795 42826 42856 42887 42917 42948
SIP - Server Access to a Share
Current Status Desired Status
75%
80%
85%
90%
95%
100%
42826 42856 42887 42917 42948 42979 43009
SIP - 135 Rivonia Service Improvement
Current Status Desired Status