Service Evaluation - Revision history

Andrea: Redirected page to Service Review

2011-12-17T15:13:40Z

← Older revision		Revision as of 17:13, 17 December 2011
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	<seo metakeywords="itil service review, itil service evaluation, itil v3 evaluation, service evaluation itil" metadescription="Service Evaluation: ITIL process definition - Sub-processes - Terms - Additional information on ITIL Service Evaluation." />		#REDIRECT [[Service Review]]
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	~~<p> </p>~~

	The objective of ''ITIL Service Evaluation'' is 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''': [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]]~~

	~~'''Process Owner''': [[Service Evaluation~~#~~CSI Manager\|CSI Manager]]~~

	~~<p> </p>~~

	~~== ITIL Service Evaluation ==~~
	~~==== Process Description ====~~

	~~ITIL V2 contained some~~ [[~~ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]] activities within the Service Level Management process, for example holding [[Service Evaluation#~~Service Review~~\|Service Reviews]] and managing a [[Definition of Improvement Initiatives#SIP\|Service Improvement Plan]].~~

	[[Image:Itil-service-evaluation.jpg\|right\|thumb\|375px\|alt=Service Evaluation ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation]]]
	~~ITIL V3 expands this into a whole new book, introducing dedicated processes for [[Service Evaluation\|service evaluation]] and process evaluation and improvement.~~

	~~<p> </p>~~

	~~<span id="Sub-Processes">''These are the [[Service Evaluation\|ITIL Service Evaluation]] sub-processes:''</span>~~

	~~<p> </p>~~

	~~;Complaints Management~~
	~~:Process Objective: To assess [[Service Evaluation#Suggestions and Complaints\|customer complaints]] and to instigate corrective action if required.~~

	~~;<span id="Customer Satisfaction Survey">Customer Satisfaction Survey</span>~~
	: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.

	~~;<span id="Service Review">Service Review</span>~~
	: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.

	~~<p> </p>~~

	~~==== ITIL Terms ====~~

	~~;<span id="Complaints Log">Complaints Log</span>~~
	~~:The Complaints Log contains the full history of all received customer complaints, complete with activities triggered by those complaints.~~

	~~;<span id="Customer Survey Evaluation">Customer Survey Evaluation</span>~~
	~~:The evaluation of a [[Service Evaluation#Customer Satisfaction Survey\|Customer Satisfaction Survey]], presenting the results and findings in a condensed way.~~

	~~;<span id="Survey Questionnaire">Customer Survey Questionnaire</span>~~
	:A questionnaire for [[Service Evaluation#Customer Satisfaction Survey\|surveying customer satisfaction]], aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services.

	~~;<span id="Customer Survey Response">Customer Survey Response</span>~~
	~~:The response to a service provider's customer survey, typically a completed [[Service Evaluation#Survey Questionnaire\|questionnaire]].~~

	~~;<span id="Service Review Report">Service Review Report</span>~~
	:A document containing the results and findings from a [[Service Evaluation#Service Review\|Service Review]]. This report is an important input for the [[Definition of Improvement Initiatives\|definition of improvement initiatives]] (see also: [[Checklist Service Evaluation Report\|ITIL Checklist Service Review Report]]).

	~~;<span id="Suggested Changes to SLAs OLAs UCs">Suggested Changes to SLAs, OLAs and UCs</span>~~
	:Suggestions for improving service quality or economics, handed over from other Service Management processes to the [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]] process. Suggestions to improve services may originate from anywhere within or outside of the IT organization.

	~~;<span id="Suggestions and Complaints">Suggestions and Complaints</span>~~
	~~:Suggestions and complaints from the customer side which are addressed in the Continual Service Improvement process.~~

	~~<p> </p>~~

	~~==== Checklists \| KPIs ====~~

	* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Evaluation\|Key Performance Indicators (KPIs) Service Evaluation]]
	* [[Checklist Service Evaluation Report\|Checklists Service Evaluation: Checklist Service Review Report]]

	~~<p> </p>~~

	~~==== ITIL Roles ====~~

	~~;<span id="CSI Manager">CSI Manager - Process Owner</span>~~
	~~: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.

	~~<p> </p>~~

	~~==== Downloads ====~~

	{\|
	~~\| valign="top" \|~~
	~~Use the following links to open the process overview of Service Evaluation showing the most important interfaces:~~

	* [[Media:Itil-service-evaluation.jpg\|ITIL Service Evaluation (.JPG)]]
	* [https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation (.PDF)]''
	~~\| valign="top" \|~~
	~~[[Image:Itil-service-evaluation.jpg\|thumb\|150px\|left\|none\|alt=ITIL Service Evaluation\|ITIL Service Evaluation at a glance]]~~
	\|-
	\|}

	~~<p> </p>~~

	~~<!-- This page is assigned to the following categories: -->~~
	~~[[Category:ITIL V3]][[Category:ITIL process]][[Category:Continual Service Improvement\|Service Evaluation]][[Category:Service Evaluation\|!~~]]
	~~<!-- --- -->~~

Andrea at 14:07, 23 September 2011

2011-09-23T14:07:15Z

← Older revision		Revision as of 16:07, 23 September 2011
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	~~== ITIL Service Evaluation ==~~		<p> </p>

	The objective of ''ITIL Service Evaluation'' is 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.		The objective of ''ITIL Service Evaluation'' is 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.
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	<p> </p>		<p> </p>

	== ~~Process:~~ ITIL Service Evaluation ==		== ITIL Service Evaluation ==
			==== Process Description ====
	~~[[Image:Itil-service-evaluation.jpg\|left\|thumb\|375px\|alt~~=~~Service Evaluation ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation]]]~~

	ITIL V2 contained some [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]] activities within the Service Level Management process, for example holding [[Service Evaluation#Service Review\|Service Reviews]] and managing a [[Definition of Improvement Initiatives#SIP\|Service Improvement Plan]].		ITIL V2 contained some [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]] activities within the Service Level Management process, for example holding [[Service Evaluation#Service Review\|Service Reviews]] and managing a [[Definition of Improvement Initiatives#SIP\|Service Improvement Plan]].

			[[Image:Itil-service-evaluation.jpg\|right\|thumb\|375px\|alt=Service Evaluation ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation]]]
	ITIL V3 expands this into a whole new book, introducing dedicated processes for [[Service Evaluation\|service evaluation]] and process evaluation and improvement.		ITIL V3 expands this into a whole new book, introducing dedicated processes for [[Service Evaluation\|service evaluation]] and process evaluation and improvement.

	~~The following sub-processes are part of [[Service Evaluation\|ITIL Service Evaluation]]:~~		<p> </p>
	<~~br style="clear:both~~;"/>

	== Sub-Processes ==		<span id="Sub-Processes">''These are the [[Service Evaluation\|ITIL Service Evaluation]] sub-processes:''</span>

			<p> </p>

	;Complaints Management		;Complaints Management
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	<p> </p>		<p> </p>

	== ITIL Terms~~: Service Evaluation~~ ==		==== ITIL Terms ====

	;<span id="Complaints Log">Complaints Log</span>		;<span id="Complaints Log">Complaints Log</span>
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	<p> </p>		<p> </p>

	== ~~Additional Information~~ ==		==== Checklists \| KPIs ====

	~~==== ITIL~~ KPIs ~~and Checklists~~ ====

	* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Evaluation\|Key Performance Indicators (KPIs) Service Evaluation]]		* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Evaluation\|Key Performance Indicators (KPIs) Service Evaluation]]
	* [[Checklist Service Evaluation Report\|Checklists Service Evaluation: Checklist Service Review Report]]		* [[Checklist Service Evaluation Report\|Checklists Service Evaluation: Checklist Service Review Report]]

			<p> </p>

	==== ITIL Roles ====		==== ITIL Roles ====
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	<p> </p>		<p> </p>

	== ~~Downloads~~ ==		==== Downloads ====

	~~==== Overview ITIL Service Evaluation~~ ====

	{\|		{\|
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	\|}		\|}

			<p> </p>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL process]][[Category:Continual Service Improvement\|Service Evaluation]][[Category:Service Evaluation\|!]]		[[Category:ITIL V3]][[Category:ITIL process]][[Category:Continual Service Improvement\|Service Evaluation]][[Category:Service Evaluation\|!]]
	<!-- --- -->		<!-- --- -->

Andrea: /* Process: ITIL Service Evaluation */

2011-09-19T11:01:52Z

Process: ITIL Service Evaluation

← Older revision		Revision as of 13:01, 19 September 2011
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	== Process: ITIL Service Evaluation ==		== Process: ITIL Service Evaluation ==

	[[Image:Itil-service-evaluation.jpg\|left\|thumb\|~~350px~~\|alt=Service Evaluation ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation]]]		[[Image:Itil-service-evaluation.jpg\|left\|thumb\|375px\|alt=Service Evaluation ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation]]]

	ITIL V2 contained some [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]] activities within the Service Level Management process, for example holding [[Service Evaluation#Service Review\|Service Reviews]] and managing a [[Definition of Improvement Initiatives#SIP\|Service Improvement Plan]].		ITIL V2 contained some [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]] activities within the Service Level Management process, for example holding [[Service Evaluation#Service Review\|Service Reviews]] and managing a [[Definition of Improvement Initiatives#SIP\|Service Improvement Plan]].

Andrea: /* Process: ITIL Service Evaluation */

2011-09-10T11:30:35Z

Process: ITIL Service Evaluation

← Older revision		Revision as of 13:30, 10 September 2011
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	ITIL V2 contained some [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]] activities within the Service Level Management process, for example holding [[Service Evaluation#Service Review\|Service Reviews]] and managing a [[Definition of Improvement Initiatives#SIP\|Service Improvement Plan]].		ITIL V2 contained some [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]] activities within the Service Level Management process, for example holding [[Service Evaluation#Service Review\|Service Reviews]] and managing a [[Definition of Improvement Initiatives#SIP\|Service Improvement Plan]].

	ITIL V3 expands this into a whole new book, introducing dedicated processes for service and process evaluation and improvement.		ITIL V3 expands this into a whole new book, introducing dedicated processes for [[Service Evaluation\|service evaluation]] and process evaluation and improvement.

	The following sub-processes are part of [[Service Evaluation\|ITIL Service Evaluation]]:		The following sub-processes are part of [[Service Evaluation\|ITIL Service Evaluation]]:

Andrea: /* ITIL Terms: Service Evaluation */

2011-09-10T11:02:16Z

ITIL Terms: Service Evaluation

← Older revision		Revision as of 13:02, 10 September 2011
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	:The response to a service provider's customer survey, typically a completed [[Service Evaluation#Survey Questionnaire\|questionnaire]].		:The response to a service provider's customer survey, typically a completed [[Service Evaluation#Survey Questionnaire\|questionnaire]].

	;<span id="Service Review Report">Service ~~Evaluation~~ Report</span>		;<span id="Service Review Report">Service Review Report</span>
	:A document containing the results and findings from a [[Service Evaluation#Service Review\|Service Review]]. This report is an important input for the [[Definition of Improvement Initiatives\|definition of improvement initiatives]] (see also: [[Checklist Service Evaluation Report\|ITIL Checklist Service ~~Evaluation~~ Report]]).		:A document containing the results and findings from a [[Service Evaluation#Service Review\|Service Review]]. This report is an important input for the [[Definition of Improvement Initiatives\|definition of improvement initiatives]] (see also: [[Checklist Service Evaluation Report\|ITIL Checklist Service Review Report]]).

	;<span id="Suggested Changes to SLAs OLAs UCs">Suggested Changes to SLAs, OLAs and UCs</span>		;<span id="Suggested Changes to SLAs OLAs UCs">Suggested Changes to SLAs, OLAs and UCs</span>

Andrea: /* Additional Information */

2011-09-09T13:48:25Z

Additional Information

← Older revision		Revision as of 15:48, 9 September 2011
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	* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Evaluation\|Key Performance Indicators (KPIs) Service Evaluation]]		* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Evaluation\|Key Performance Indicators (KPIs) Service Evaluation]]
	* [[Checklist Service Evaluation Report\|Checklists Service Evaluation: Checklist Service ~~Evaluation~~ Report]]		* [[Checklist Service Evaluation Report\|Checklists Service Evaluation: Checklist Service Review Report]]

	==== ITIL Roles ====		==== ITIL Roles ====

Andrea: /* Process: ITIL Service Evaluation */

2011-09-09T13:40:25Z

Process: ITIL Service Evaluation

← Older revision		Revision as of 15:40, 9 September 2011
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	[[Image:Itil-service-evaluation.jpg\|left\|thumb\|350px\|alt=Service Evaluation ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation]]]		[[Image:Itil-service-evaluation.jpg\|left\|thumb\|350px\|alt=Service Evaluation ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation]]]

	ITIL V2 contained some [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]] activities within the [[Service Level Management ~~- ITIL V2\|Service Level Management]]~~ process, for example holding [[Service Evaluation#Service Review\|Service Reviews]] and managing a [[Definition of Improvement Initiatives#SIP\|Service Improvement Plan]].		ITIL V2 contained some [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]] activities within the Service Level Management process, for example holding [[Service Evaluation#Service Review\|Service Reviews]] and managing a [[Definition of Improvement Initiatives#SIP\|Service Improvement Plan]].

	ITIL V3 expands this into a whole new book, introducing dedicated processes for service and process evaluation and improvement.		ITIL V3 expands this into a whole new book, introducing dedicated processes for service and process evaluation and improvement.

Andrea at 13:39, 9 September 2011

2011-09-09T13:39:23Z

← Older revision		Revision as of 15:39, 9 September 2011
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	'''Part of''': [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]]		'''Part of''': [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]]

	'''Process Owner''': [[Service Evaluation#~~ITIL Roles~~\|CSI Manager]]		'''Process Owner''': [[Service Evaluation#CSI Manager\|CSI Manager]]

	<p> </p>		<p> </p>
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	:Process Objective: To assess [[Service Evaluation#Suggestions and Complaints\|customer complaints]] and to instigate corrective action if required.		:Process Objective: To assess [[Service Evaluation#Suggestions and Complaints\|customer complaints]] and to instigate corrective action if required.

	;Customer Satisfaction Survey		;<span id="Customer Satisfaction Survey">Customer Satisfaction Survey</span>
	: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.		: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.

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	;<span id="Customer Survey Evaluation">Customer Survey Evaluation</span>		;<span id="Customer Survey Evaluation">Customer Survey Evaluation</span>
	:The evaluation of a Customer Satisfaction Survey, presenting the results and findings in a condensed way.		:The evaluation of a [[Service Evaluation#Customer Satisfaction Survey\|Customer Satisfaction Survey]], presenting the results and findings in a condensed way.

			;<span id="Survey Questionnaire">Customer Survey Questionnaire</span>
			:A questionnaire for [[Service Evaluation#Customer Satisfaction Survey\|surveying customer satisfaction]], aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services.

	;<span id="Customer Survey Response">Customer Survey Response</span>		;<span id="Customer Survey Response">Customer Survey Response</span>
	:The response to a service provider's customer survey, typically a completed questionnaire.		:The response to a service provider's customer survey, typically a completed [[Service Evaluation#Survey Questionnaire\|questionnaire]].

	;<span id="Service ~~Evaluation~~ Report">Service Evaluation Report</span>		;<span id="Service Review Report">Service Evaluation Report</span>
	:A document containing the results and findings from a Service Review. This report is an important input for the definition of improvement initiatives (see also: [[Checklist Service Evaluation Report\|ITIL Checklist Service Evaluation Report]]).		:A document containing the results and findings from a [[Service Evaluation#Service Review\|Service Review]]. This report is an important input for the [[Definition of Improvement Initiatives\|definition of improvement initiatives]] (see also: [[Checklist Service Evaluation Report\|ITIL Checklist Service Evaluation Report]]).

	;<span id="Suggested Changes to SLAs OLAs UCs">Suggested Changes to SLAs, OLAs and UCs</span>		;<span id="Suggested Changes to SLAs OLAs UCs">Suggested Changes to SLAs, OLAs and UCs</span>
	:Suggestions for improving service quality or economics, handed over from other Service Management processes to the Continual Service Improvement process. Suggestions to improve services may originate from anywhere within or outside of the IT organization.		:Suggestions for improving service quality or economics, handed over from other Service Management processes to the [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]] process. Suggestions to improve services may originate from anywhere within or outside of the IT organization.

	;<span id="Suggestions and Complaints">Suggestions and Complaints</span>		;<span id="Suggestions and Complaints">Suggestions and Complaints</span>
	:Suggestions and complaints from the customer side which are addressed in the Continual Service Improvement process.		:Suggestions and complaints from the customer side which are addressed in the Continual Service Improvement process.

	~~;<span id="Survey Questionnaire">Survey Questionnaire</span>~~
	~~:A questionnaire for surveying customer satisfaction, aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services.~~

	<p> </p>		<p> </p>
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	==== ITIL Roles ====		==== ITIL Roles ====

	;CSI Manager - Process Owner		;<span id="CSI Manager">CSI Manager - Process Owner</span>
	:The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services.		: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.		: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.

Andrea at 18:27, 31 August 2011

2011-08-31T18:27:32Z

← Older revision		Revision as of 20:27, 31 August 2011
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	<seo metakeywords="itil service review, itil service evaluation, itil v3 evaluation, service evaluation itil" metadescription="Service Evaluation: ITIL process definition - ~~subprocesses~~ - Additional information on ITIL Service Evaluation." />		<seo metakeywords="itil service review, itil service evaluation, itil v3 evaluation, service evaluation itil" metadescription="Service Evaluation: ITIL process definition - Sub-processes - Terms - Additional information on ITIL Service Evaluation." />
	<imagemap>		<imagemap>
	Image:ITIL-Wiki-de-es.jpg\|DE - ES - Service Evaluation\|100px		Image:ITIL-Wiki-de-es.jpg\|DE - ES - Service Evaluation\|100px
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	== ITIL Service Evaluation~~: Overview~~ ==		== ITIL Service Evaluation ==

	'''~~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.		The objective of ''ITIL Service Evaluation'' is 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''': [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]]		'''Part of''': [[ITIL V3 CSI - Continual Service Improvement\|Continual Service Improvement]]
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	'''Process Owner''': [[Service Evaluation#ITIL Roles\|CSI Manager]]		'''Process Owner''': [[Service Evaluation#ITIL Roles\|CSI Manager]]

			<p> </p>

	== ITIL Service Evaluation~~: Process Definition~~ ==		== Process: ITIL Service Evaluation ==

	[[Image:Itil-service-evaluation.jpg\|left\|thumb\|350px\|alt=Service Evaluation ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation]]]		[[Image:Itil-service-evaluation.jpg\|left\|thumb\|350px\|alt=Service Evaluation ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation]]]
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	=== Sub-Processes ===		== Sub-Processes ==

	;Complaints Management		;Complaints Management
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	: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.		: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.

	=== ITIL Terms: Service Evaluation ===		<p> </p>

			== ITIL Terms: Service Evaluation ==

	;<span id="Complaints Log">Complaints Log</span>		;<span id="Complaints Log">Complaints Log</span>
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	:A questionnaire for surveying customer satisfaction, aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services.		:A questionnaire for surveying customer satisfaction, aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services.

	== Additional Information ~~on Service Evaluation~~ ==		<p> </p>

			== Additional Information ==

	==== ITIL KPIs and Checklists ====		==== ITIL KPIs and Checklists ====
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	* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Evaluation\|Key Performance Indicators (KPIs) Service Evaluation]]		* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Evaluation\|Key Performance Indicators (KPIs) Service Evaluation]]
	* [[Checklist Service Evaluation Report\|Checklists Service Evaluation: Checklist Service Evaluation Report]]		* [[Checklist Service Evaluation Report\|Checklists Service Evaluation: Checklist Service Evaluation Report]]


	==== ITIL Roles ====		==== ITIL Roles ====
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	: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.		: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.

			<p> </p>

	== Downloads ==		== Downloads ==

Andrea at 15:04, 25 August 2011

2011-08-25T15:04:29Z

← Older revision		Revision as of 17:04, 25 August 2011
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	* [https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation (.PDF)]''		* [https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation (.PDF)]''
	\| valign="top" \|		\| valign="top" \|
	[[Image:~~overview_service_evaluation_itilv3_thumb~~.jpg\|thumb\|150px\|left\|none\|alt=ITIL Service Evaluation\|ITIL Service Evaluation at a glance]]		[[Image:Itil-service-evaluation.jpg\|thumb\|150px\|left\|none\|alt=ITIL Service Evaluation\|ITIL Service Evaluation at a glance]]
	\|-		\|-
	\|}		\|}