Design a service improvement program that closes gaps between [CurrentSLAs] and [TargetSLAs] for [SupportModel] operations across [ServiceHours]. Prioritize defects, toil, and process bottlenecks; set control limits and SPC monitoring for critical metrics (availability, MTTR, TTV). Define incentive/penalty structures including [PenaltyCredits] tied to sustained performance. Establish a continuous improvement backlog with hypotheses, experiments, and A/B tests. Allocate a [ContinuousImprovementBudget] across automation, training, and tooling.
Output format: 1) SLA Gap Analysis (table), 2) Control Plan (chart specs described + alert thresholds), 3) Improvement Backlog (ICE/RICE scoring table), 4) Experiment Playbook (A/B template), 5) Quarterly Review Pack (slides outline: trends, root causes, decisions), 6) Contractual Annex Summary (non-standard terms).