Service Evaluation
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ITIL Version: ITIL Version 3 (ITIL V3)
Process Objective: To evaluate service quality on a regular basis. This includes identifying areas where the targeted service levels are not reached, and holding regular talks with business to make sure that the agreed service levels are still in line with business needs.
Part of: Continual Service Improvement
Process Owner: CSI Manager
Contents |
[edit] ITIL V3 vs. ITIL V2: Service Evaluation
- ITIL V2 contained some Continual Service Improvement activities within the Service Level Management process, for example holding Service Reviews and managing a Service Improvement Plan
- ITIL V3 expands this into a whole new book, introducing dedicated processes for service and process evaluation and improvement.
[edit] Sub-Processes of Service Evaluation (ITIL V3)
- Complaints Management
- Process Objective: To assess customer complaints and to instigate corrective action if required.
- Customer Satisfaction Survey
- Process Objective: To plan, carry out and evaluate regular customer satisfaction surveys. The principal aim of this process is to learn about areas where customer expectations are not being met before customers are lost to alternative service providers.
- Service Review
- Process Objective: To review business services and infrastructure services on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible.
[edit] Service Evaluation: KPIs and Checklists
- Key Performance Indicators (KPIs) Service Evaluation
- Checklists Service Evaluation: Checklist Service Evaluation Report
[edit] Roles within Service Evaluation (ITIL V3)
- CSI Manager (Process Owner)
