This task focuses on two areas:

• Identifying and establishing Service Measurements and their criteria of measurement
• Assessing and validating current services against contracted Service Measurements.

This is done in order to check that Capgemini has not committed to Service Level Agreements that look to be completely unachievable based on how the current service is performing.
To discover Service Measurements, its criteria, and to ensure that the proposed criteria is within scope of services, the existing Service Level Agreements as well as statement of work must be reviewed. In case the criteria have a financial impact in terms of an additional resource charge (ARC) and reduced resource charge (RRC), it must be reported immediately. Also, criteria that prove difficult to measure and achieve objectively and thus may carry commercial risk to Capgemini needs to be avoided. This may lead to proposed changes to Contracts, Service Level Agreements and other service documents.

The existing service reports, sales related documents must then be audited against the list of Service Measurements to determine if the service measurement criteria are reasonable and acceptable.

For each criteria establish:

• Is the criterion clear and unambiguous?
• Can it be measured?
• Does it add value to the service to measure it?
• Are the measures objective and not subjective?
• Is it already measured, if so what are the current results?
• Can a current baseline be deduced from the available data? If so, what is the baseline?
• Is achieving the measure totally within Capgemini’s control? For example, is service availability dependent upon a third party?
• If third parties are involved and managed by Capgemini, can they meet the measures? If so, what are the targets for Capgemini to meet the measure?

Examples of criteria (with measures) that may be used are:

• Call handling (call volumes, responsiveness and resolution of call types by priority, reduction in call volumes over time)
• Delivery of predefined number of enhancement days (by month, by function)
• Delivery of enhancements to agreed dates
• Extending knowledge through knowledge exchange (increase staff with knowledge of a specific system/technology to a specified number).

Criteria may include quality based objectives wherever applicable, such as:

• Maintain ISO certification for X years
• Achieve CMMI level X by year Y of the contract
• X% of fixes applied first time with no rework required
• Server availability (up time) will be X%
• Accuracy e.g. business services may consider accuracy of processing of invoices, accurate calculation of JVs etc.

Whilst validating the current services, should there be any proposed changes, the Service Estimate and Service Demand Forecast must be revisited and the changes must be approved by the Capgemini business unit and (if changes result in increased charges) the Client. The model upon which the service has been estimated, should be clearly documented to be handed over to the service management team.