Establishing support passports and service level standards

Project has been launched

Support services are described in the format of service passports, which define the standards of service level for support services (who is responsible and which service is provided, when, in what way, and to what extent). Where appropriate, service level agreements (SLAs) will be established between service providers. Appropriate metrics have been defined to assess the service level and quality of support services.

Project benefits

Support services are described on the basis of common methodology and service level standards are set for each support service, the compliance with which is assessed. Support services meet user expectations. The development of support services is aimed at continuous improvement.

Results and deadlines
Development and piloting of methodology and framework2021
50% of support process services meet standards2022
90% of support process services meet standards2023
The implementation of the comprehensive service evaluation system (i.e. evaluation of compliance with the service level standard) remains in 2024.2024