Serviceavvik

Serviceavvik refers to a deviation from agreed service levels, performance targets, or customer expectations in the delivery of a service. It can involve outages, slower response times, reduced functionality, or quality shortfalls. The term is commonly used in IT service management and other service-delivery contexts in Norway to document and manage situations where the service does not meet contractual or internal targets.

The scope of serviceavvik typically includes IT services, business services, and customer-facing operations. Deviations are classified by severity and potential impact, and predefined thresholds in SLAs or internal policies determine how they are prioritized and handled. Detection can occur through automated monitoring, customer reports, supplier notices, or internal audits.

A deviation is usually logged in a deviation register or incident/problem management system with relevant details such as the affected service, components, start time, duration, severity, impact, linked SLA targets, and responsible parties. The handling process often involves classification, escalation, root cause analysis, and implementation of corrective actions or workarounds, followed by preventive measures to avoid recurrence. In cases of significant breach, customers or authorities may need to be notified in accordance with contractual or regulatory requirements. Deviation management often interfaces with incident management, problem management, change management, and service level management.

Key metrics for serviceavvik include deviation frequency, time to detect and resolve, incident-to-deviation conversion rate, and overall SLA compliance. Regular reviews and trend analysis support continuous improvement of service delivery.