Configure Service Improvement Plan

The Service Improvement Plan (SIP) within the Service Quality module of SLA Management is a structured initiative designed to identify, plan, and track improvements for IT services that are underperforming or at risk of breaching agreed service levels.

It serves as a formal mechanism for continuous service enhancement, typically triggered when services fail to meet SLA targets, face frequent incidents, or show signs of performance degradation. SIPs are used by IT service owners, capacity managers, and quality assurance teams to ensure proactive resolution and long-term stability.

To configure Service Improvement Plan, perform the following steps:

1. Log in to the application as an Admin.
   

2. Navigate to SLA > User > Service Quality > Service Improvement Plan > New Service Improvement Plan.
   Figure: Service Improvement Plan
   

   For more information, refer to the following Field Description:

   Field	Description
   Customer	Select Customer from the configured list of customers. This is associated with the SIP and links the project to a specific service consumer.
   Service Name	Enter Service Name that is impacted or targeted for improvement. This ensures the SIP is properly tied to a configured service.
   Type of Project	Enter Type of Project, categorize the nature of the SIP effort. Examples: “Corrective”, “Preventive”, “Performance Tuning”, “Capacity Enhancement”.
   IT in charge / Project Manager	Enter name or role of the person responsible for planning and executing the improvement plan.
   Customer Requirements	Enter Customer Requirements, captures any specific expectations, service constraints, or KPIs the customer wants addressed through the SIP. Example: “Reduce downtime during peak hours”, “Improve ticket resolution times”.
   Project Description	Enter Project Description, a high-level overview of the SIP project as why it’s being initiated and what it aims to accomplish. Example: “To optimize the performance of the reporting engine and reduce report generation time by 40%”.
   Attach Documents	Upload supporting files such as root cause reports, performance graphs, SLA trends, customer feedback, or business case documents.
   Problem Statement	Enter Problem Statement, clearly define the existing issue affecting service quality. This sets the baseline for improvement.
   Goal Statement	Enter Goal Statement, specifies the measurable goal or desired outcome of the SIP. Example: “Reduce average incident resolution time to under 2 hours.”
   Impact of SIP Project	Describe the expected outcome of implementing the improvement, including its effect on performance, cost, or user experience. Example: “Improved system availability, fewer escalations, enhanced end-user satisfaction”.
   Scope	Outline the boundaries of the SIP project what will and won’t be included in terms of systems, teams, or activities. Example: “Covers middleware and reporting modules; excludes mobile app components”.
   List of Tools Used	Enter list of tools such as software, diagnostic tools, or platforms used to analyze or implement the SIP.
   Quality Measurement	Enter Quality Measurement. Defines how success will be measured, including KPIs, SLAs, or benchmarks to assess improvement effectiveness. Example: “Report latency < 5 sec, No P1 incidents in 3 months, SLA adherence > 98%”.
   Target Date	Select Target Date, Defines the expected completion date by which the Service Improvement Plan (SIP) goals and actions should be achieved. It serves as a planning milestone and deadline for the implementation team.
   Status	Select Status, indicates the current lifecycle stage of the SIP project. Helps stakeholders track progress and filter plans by stage. Following are the options displayed in the dropdown: In Progress – The SIP is currently being executed or monitored. Implemented – Improvement actions have been completed; results are being evaluated. Closed – SIP has been finalized, reviewed, and archived. All objectives met or concluded.

3. Upon completing the configuration, click Submit to add the SIP to the list.

Service Improvement Plan Change History

Any changes made on the SIP configuration is logged under the Change History on the Actions Panel. To view the changes made on the SIP, perform the following steps.

1. Log in to the application as an Admin.
   

2. Navigate to SLA > User > Service Quality > Service Improvement Plan > Service Improvement Plan List.
   SIP List is displayed.
   

   Figure: SIP List
   

3. Click on the ID hyperlink to view SIP configuration.
   

4. Hover on history icon  and click Change History on the Action panel to view the configuration changes made on that particular SIP.

   Note

   Hover on the Change History and the following ToolTip is displayed:

   “View all the changes that occurred on the Service Improvement Plan“.

   

   Figure: Change History
   

5. Change History popup window is displayed. Click close icon to close the window.
   

   

   Figure: SIP Change History