Scribd
Upload
22 views1 page

Goals&Objectives IPS

This document outlines 5 key objectives for employee performance evaluation: 1. Delivery of complete and timely incident resolutions and associated functions through timely escalations, status updates, and independent problem-solving. 2. Ensuring high customer satisfaction through proactive issue resolution, clear communication, and timely responses and follow-ups to requests. 3. Maintaining quality deliverables and processes through adherence to ITIL support processes and quality documentation.

Uploaded by

jazz440
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
22 views1 page

Goals&Objectives IPS

This document outlines 5 key objectives for employee performance evaluation: 1. Delivery of complete and timely incident resolutions and associated functions through timely escalations, status updates, and independent problem-solving. 2. Ensuring high customer satisfaction through proactive issue resolution, clear communication, and timely responses and follow-ups to requests. 3. Maintaining quality deliverables and processes through adherence to ITIL support processes and quality documentation.

Uploaded by

jazz440
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd

Sl.

Objectives

Measurement Criteria

Delivery

Completeness of Deliverables (Incident Resolution and its associa


functions)
Timeliness of deliverables (Incident Resolution and its associated
Timely Escalation / Status updates / reports
Status updates of calls / requests
Problem solving , Ability to work out solutions independently
Creating Solutions in Knowledge Base
Value Adds
New Initiatives
Drive

Customer Satisfaction

Quality & Process

Learning / Knowledge
Sharing

Team work

Resolve issues proactively


Appropriate, timely, unambiguous communication
Timely Response to customer requests
Timely follow up on issues
No customer complaints on delivery or quality of deliverables (In
Resolution and its associated functions)
Quality of deliverables (Incident Resolution and its associated fun
ITIL Compliance L2 Support Process Adherence
Quality of Documentation
Process Awareness and Compliance

New areas / tools / techniques learnt


Develop knowledge in customer domain.
Build expertise on customer application
Work with the Project Lead in Training new team members
Technical Certifications
Ensure all technical and support documents are updated till date
Work with Project Lead on COE initiatives

Participation in team activities & initiatives (activities to be specif


Effective Communication with in / outside the team
Discuss/Share project requirements with team members.
Sharing of work load when required
Contributes to efficient coordination with offshore / onsite team
Work closely with Project Lead and Shift Leads

You might also like