Service Review

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Service Review


Objective: ITIL Service Review aims to review business services and infrastructure services on a regular basis. The objective of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible.

Part of: Continual Service Improvement

Process Owner: CSI Manager

 

Process Description

One of the important changes between ITIL V2 and ITIL V3 was a new focus on continually improving services and processes. Service Reviews are since a vital component of "Continual Service Improvement (CSI)".

The process overview of ITIL Service Review (.JPG) is showing the most important interfaces (see Fig. 1).

 

Sub-Processes

No sub-processes are specified for ITIL Service Review.

 

Definitions

The following ITIL terms and acronyms (information objects) are used in Service Review to represent process outputs and inputs:

 

Service Review Report


Suggested Service Improvement

  • Suggestion for improving service quality or economics, handed over from other Service Management processes to the Continual Service Improvement process. Suggestions may originate from anywhere within or outside of the IT organization, and may include suggestions for improving the way a service is provided or for modifying service agreements (SLAs, OLAs and UCs).

 

Templates | KPIs

 

Roles | Responsibilities

CSI Manager - Process Owner

  • The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services. He will continually measure the performance of the service provider and design improvements to processes, services and infrastructure in order to increase efficiency, effectiveness, and cost effectiveness.

 

 

Responsibility Matrix: ITIL Service Review
ITIL Role / Sub-Process CSI Manager Other roles involved
Service Review
(no sub-processes specified)
A[1]R[2] R[3]

 

Remarks

[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the ITIL Service Review process.

[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within Service Review.

[3] Process Owner and Business Relationship Manager; see → Role descriptions

 

Notes

By:  Stefan Kempter , IT Process Maps.