Service and Delivery
Knowledge Element: Service levels
Definition of Knowledge Element:
Knowing what service contracts mean and the various levels of service that exist within the company.
A very brief summary of the Knowledge:
Non provided.
A summary of expert opinion:
The knowledge named 'Service levels' is considered to be very important.
In addition, the knowledge is thought to be slightly difficult to replace, it is mostly learned by study, and Between 30% and 60% of Group are Experts.
It is also highly specific to one knowledge area, and generally stable knowledge.
See Parameter table below for more detail.
Risk:
This knowledge element has a risk value of 4.93, whilst the average risk for the whole knowledge structure is 4.862. Consult the RISK page for more details.
Knowledge linked by learning dependency:
| Company products and services |
| Service levels |
|---|
Postrequisite knowledge implies that Service levels must be understood before for a person can gain a full understanding of the knowledge listed in the top row of the Linked Knowledge table.
Service levels has no prerequisite knowledge items and is therefore known as a leaf node. A leaf node is knowledge that has not been investigated further when the map was constructed.
Parameters assigned for Service levels.
| Identifier | Name | Value | Clarifier | Weight | Study Mean |
P1 |
Importance |
7.0 |
very important |
1.0 |
6.34 |
P2 |
Recovery |
2.0 |
slightly difficult to replace |
1.0 |
3.38 |
P3 |
Study-Exp |
2.0 |
mostly learned by study |
1.0 |
3.46 |
P4 |
Known By |
4.0 |
Between 30% and 60% of Group are Experts |
-1.0 |
2.80 |
P6 |
Specialised |
9.0 |
highly specific to one knowledge area |
1.0 |
5.05 |
P7 |
Stability |
7.0 |
generally stable knowledge |
-0.7 |
6.41 |
People Involved with Service levels:
| Person | Expert | Capable | Responsible | N S Jones | --- |
Yes |
--- |
E N Roberts | --- |
Yes |
--- |
M A Smith | Yes |
Yes |
--- |
S P Evans | Yes |
Yes |
--- |
A A Pendragon | Yes |
--- |
--- |
|---|
Computed Similarity
The most similar node to Service levels is Products functionality.
The most dissimilar node to Service levels is Service Evaluation.
Computer generated Options for Action:
Options for Action are computer generated ideas for the development of a particular knowledge area that an analyst or manager may wish to consider. The options generated for Service levels are listed below.
Option Class is :- Preserving Knowledge
This option is :- The formal learning, documentation and integration of lessons during and on completion of work
This briefly involves :- Conduct a session to carry out a formal review of issues concerning the knowledge in question. The knowledge may be applied in several projects and lessons may be learned from any of them so the people invited to the review may have diverse backgrounds. Use the formal lessons learned approach but concentrate on the knowledge item rather than on a specific project.