While assessing service performance in the earlier activity, the Service Engagement Initiation Lead would have identified and established Service Measurements and their criteria of measurement.

Each measure includes:

• Clear description of the criteria to be measured
• Clear objective measures that indicate success.

The Service Engagement Initiation Lead must obtain an understanding and an agreement for each measure and criterion, the mechanics on how data would be collected, processed and reported. This would also include frequency of data capture and reporting. As each part of the Service Engagement Model should contribute to the measures, consideration must be given to how each component must perform individually (targets).

For example, one measure may be that all estimates for enhancements are delivered within 10 working days of the Client sending a request for an estimate. This measure may be the responsibility of the Front Office. However, if estimates rely upon information from other parties (e.g. third party or a Capgemini Back Office), their turnaround time should be shorter in order to meet the 10 day requirement.

Where Service Measurements or their target values have changed from those originally contracted, an agreement needs to be sought from the Client and a service change request must be raised to reflect this change.

Once the measures have been agreed, along with their ownership, they need to be documented in the Service Level Agreements.
The in-scope services, what will be measured, how it should be measured and the targets to be achieved needs to be agreed and documented in the Service Level Agreement documents.