Service Review - Revision history

Andrea at 10:58, 31 December 2023

2023-12-31T10:58:05Z

← Older revision		Revision as of 12:58, 31 December 2023
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Andrea at 17:53, 19 March 2022

2022-03-19T17:53:38Z

← Older revision		Revision as of 19:53, 19 March 2022
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	The process overview of [[Media:Service-review-itil.jpg\|ITIL Service Review (.JPG)]] shows the key information flows (see fig. 1).		The process overview of [[Media:Service-review-itil.jpg\|ITIL Service Review (.JPG)]] shows the key information flows (see fig. 1).

	[[ITIL 4]] describes the service review key activities in the [[ITIL_4#General_management_practices\|general management practice]] of "Continual improvement".		[[ITIL 4]] describes the service review key activities in the [[ITIL_4#General_management_practices\|general management practice]] of "[[ITIL_CSI_-_Continual_Service_Improvement#ITIL_4_Continual_Improvement\|Continual improvement]]".

	==Sub-Processes==		==Sub-Processes==
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	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL process]][[Category:Continual Service Improvement\|Service Review]][[Category:Service Review\|!]]		[[Category:ITIL 4]][[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL practice]][[Category:ITIL process]][[Category:Continual Service Improvement\|Service Review]][[Category:Service Review\|!]]
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Andrea at 15:11, 3 August 2020

2020-08-03T15:11:55Z

Show changes

Andrea at 17:44, 2 March 2018

2018-03-02T17:44:50Z

← Older revision		Revision as of 19:44, 2 March 2018
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	<itpmch><title>Service Review \| IT Process Wiki</title>		<itpmch><title>Service Review \| IT Process Wiki</title>
	<meta name="keywords" content="service review, itil service review, service review itil" />		<meta name="keywords" content="service review, itil service review, service review itil" />
	<meta name="description" content="Service Review~~: ITIL~~ process ~~definition - Sub-processes - Terms - Additional information on ITIL Service Review~~." />		<meta name="description" content="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." />
	<meta property="og:url" content="https://wiki.en.it-processmaps.com/index.php/Service_Review" />		<meta property="og:url" content="https://wiki.en.it-processmaps.com/index.php/Service_Review" />
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	[[Image:Service-review-itil.jpg\|right\|thumb\|375px\|alt=Service Review ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Service-review-itil.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-service-review-itil.pdf ITIL Service Review]]]		[[Image:Service-review-itil.jpg\|right\|thumb\|375px\|alt=Service Review ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Service-review-itil.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-service-review-itil.pdf ITIL Service Review]]]
	~~One of the important changes~~ between ITIL V2 and ITIL V3 ~~was~~ a new focus on continually improving services and processes. [[Service Review\|Service Reviews]] are ~~since a vital component~~ of "Continual Service Improvement (CSI)".		A key change between ITIL V2 and ITIL V3 has been a new focus on continually improving services and processes. [[Service Review\|Service Reviews]] are an essential element of "Continual Service Improvement (CSI)".

	The process overview of [[Media:Service-review-itil.jpg\|ITIL Service Review (.JPG)]] ~~is showing~~ the ~~most important interfaces~~ (''see Fig. 1'').		The process overview of [[Media:Service-review-itil.jpg\|ITIL Service Review (.JPG)]] shows the key information flows (''see Fig. 1'').

	<p> </p>		<p> </p>
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	==Notes==		==Notes==

	<html>By:  Stefan Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>		<html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

	<p> </p>		<p> </p>

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	<a href="https://wiki.en.it-processmaps.com/index.php/Service_Review#Roles_.7C_Responsibilities~~" itemprop="url~~"><span itemprop="~~title~~">Roles</span></a>		<span itemprop="name">Definitions</span></a>
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	<link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" />		<link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" />
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Andrea at 15:44, 24 April 2017

2017-04-24T15:44:10Z

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	~~<p> </p>~~		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Service Review</i> 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.</span></p>

	'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description">~~The~~ <i>ITIL Service Review</i> ~~process~~ 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.</span></p>
	<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" title="ITIL Continual Service Improvement">Continual Service Improvement</a></html>		<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" title="ITIL Continual Service Improvement">Continual Service Improvement</a></html>

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

	The process overview of [[Media:Service-review-itil.jpg\|ITIL Service Review (.JPG)]] is showing the most important interfaces (''see ~~Figure~~ 1'').		The process overview of [[Media:Service-review-itil.jpg\|ITIL Service Review (.JPG)]] is showing the most important interfaces (''see Fig. 1'').

	<p> </p>		<p> </p>
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Andrea at 17:44, 15 May 2016

2016-05-15T17:44:49Z

← Older revision		Revision as of 19:44, 15 May 2016
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	<p> </p>		<p> </p>

	'''<span id="Overview">Objective:</span>''' <html><span itemprop="description">The <i~~><span itemprop="alternativeHeadline"~~>ITIL ~~<span itemprop="name Headline">~~Service Review~~</span></span>~~</i> process aims 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.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description">The <i>ITIL Service Review</i> process 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.</span></p>
	<p><b>Part of</b>: <a ~~itemprop="isPartOf"~~ href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" title="ITIL Continual Service Improvement">Continual Service Improvement</a></html>		<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" title="ITIL Continual Service Improvement">Continual Service Improvement</a></html>

	'''Process Owner''': [[Service Review#CSI Manager\|CSI Manager]]		'''Process Owner''': [[Service Review#CSI Manager\|CSI Manager]]
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	==Process Description==		==Process Description==

	[[Image:Service-review-itil.jpg\|right\|thumb\|375px\|alt=Service Review ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-service-review-itil.pdf ITIL Service Review]]]		[[Image:Service-review-itil.jpg\|right\|thumb\|375px\|alt=Service Review ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Service-review-itil.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-service-review-itil.pdf ITIL Service Review]]]
	One of the important changes between ITIL V2 and ITIL V3 was a new focus on continually improving services and processes. [[Service Review\|Service Reviews]] are since a vital component of "Continual Service Improvement (CSI)".		One of the important changes between ITIL V2 and ITIL V3 was a new focus on continually improving services and processes. [[Service Review\|Service Reviews]] are since a vital component of "Continual Service Improvement (CSI)".

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	==<span id="Checklists_.7C_KPIs">Templates \| KPIs</span>==		==<span id="Checklists_.7C_KPIs">Templates \| KPIs</span>==

	*[[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Review\|Key Performance Indicators (KPIs) Service Review]]		<html>
	*[[Checklist Service Review Report]]		<ul>
			<li><a href="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Continual_Service_Improvement#ITIL_KPIs_Service_Review" title="ITIL KPIs Service Review">Key Performance Indicators (KPIs) Service Review</a></li>
			<li><a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Service_Review_Report" title="Service Review Report template">Service Review Report</a></li>
			</ul><p></html>
	<p> </p>		<p> </p>

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	<span id="Team">[3] Process Owner and Business Relationship Manager; see [[ITIL Roles\|→ Role descriptions]]</span>		<span id="Team">[3] Process Owner and Business Relationship Manager; see [[ITIL Roles\|→ Role descriptions]]</span>

	~~<p> </p>~~
	<p> </p>		<p> </p>

	==~~[ Infobox ]~~==		==Notes==

	<html>~~<table class="wikitable">~~		<html>By:  Stefan Kempter <a rel="author" href="https://plus.google.com/111925560448291102517/about"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>
	~~<tr>~~
	~~<td>Link to this page~~:~~</td>~~		<p> </p>
	~~<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Service_Review">https://wiki.en.it-processmaps.com/index.php/Service_Review</a></td>~~
	~~</tr>~~
	~~<tr>~~
	~~<td>Languages:</td>~~
	<td><span itemprop="inLanguage" content="en">English</span> \| <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/Service-Review" title="Service-Review">Deutsch</a></span></td>
	~~</tr>~~
	~~<tr>~~
	~~<td>Image:</td>~~
	~~<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/7/7c/Service-review-itil.jpg" title="Service Review">ITIL Service Review (.JPG)</a></td>~~
	~~</tr>~~
	~~<tr>~~
	~~<td>Author:</td>~~
	~~<td><span itemprop="author">~~Stefan Kempter~~</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>  ~~&~~nbsp~~; <a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></td>
	<~~/tr~~>
	</~~table~~>

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	[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Continual Service Improvement\|Service Review]][[Category:Service Review\|!]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Continual Service Improvement\|Service Review]][[Category:Service Review\|!]]
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Andrea at 10:56, 27 December 2013

2013-12-27T10:56:47Z

Show changes

Andrea: /* Roles | Responsibilities */

2013-02-17T16:57:52Z

Roles | Responsibilities

← Older revision		Revision as of 18:57, 17 February 2013
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	==<span id="Service Review">Overview</span>==		==<span id="Service Review">Overview</span>==

	'''Objective''': ''ITIL Service Review'' aims 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.		'''Objective''': The ''ITIL Service Review'' process aims 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.

	'''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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	<p> </p>		<p> </p>

	==== Process Description ====		== Process Description ==

	[[Image:Service-review-itil.jpg\|right\|thumb\|375px\|alt=Service Review ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-service-review-itil.pdf ITIL Service Review]]]		[[Image:Service-review-itil.jpg\|right\|thumb\|375px\|alt=Service Review ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-service-review-itil.pdf ITIL Service Review]]]
	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 ~~the~~ "Continual Service Improvement		One of the important changes between ITIL V2 and ITIL V3 was a new focus on continually improving services and processes. [[Service Review\|Service Reviews]] are since a vital component of "Continual Service Improvement (CSI)".
	(CSI)" ~~discipline~~.

	The process overview of [[Media:Service-review-itil.jpg\|ITIL Service Review (.JPG)]] is showing the most important interfaces (''see Figure 1'').		The process overview of [[Media:Service-review-itil.jpg\|ITIL Service Review (.JPG)]] is showing the most important interfaces (''see Figure 1'').

	<p> </p>		<p> </p>

			== Sub-Processes ==

	No sub-processes are specified for [[Service Review\|ITIL Service Review]].		No sub-processes are specified for [[Service Review\|ITIL Service Review]].
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	<p> </p>		<p> </p>

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

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

			<p> </p>

	;<span id="Service Review Report">Service Review Report</span>		;<span id="Service Review Report">Service Review Report</span>
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	;<span id="Suggested Service Improvement">Suggested Service Improvement</span>		;<span id="Suggested Service Improvement">Suggested Service Improvement</span>
	:~~Suggestions~~ 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).		: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).

	<p> </p>		<p> </p>

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

	* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Review\|Key Performance Indicators (KPIs) Service Review]]		* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Review\|Key Performance Indicators (KPIs) Service Review]]
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	{\| border="1" align="center" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top"		{\| border="1" align="center" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top"
	\|-		\|-
	\| valign="top" colspan="4" style="background:#ffffdd;" align="center"\| '''Responsibility Matrix: ITIL Service Review'''		\| valign="top" colspan="3" style="background:#ffffdd;" align="center"\| '''Responsibility Matrix: ITIL Service Review'''
	\|-		\|-
	! width="45%" align="center" style="background:#ffffee;" \| ITIL Role / Sub-Process		! width="55%" align="center" style="background:#ffffee;" \| ITIL Role / Sub-Process
	! style="background:#ffffee;" \| [[Service Review#CSI Manager\|CSI Manager]]		! style="background:#ffffee;" \| [[Service Review#CSI Manager\|CSI Manager]]
	! style="background:#ffffee;" \| ~~Service Owner[[Service Review#ITIL Roles\|<small>[3]</small>]]~~		! style="background:#ffffee;" \| Other roles involved
	~~! style="background:#ffffee;" \| Business Relationship Manager[[Service Review#ITIL Roles\|<small>[3]</small>]]~~
	\|-		\|-
	\| align="left" \|[[Service Review]]<br /> ''(no sub-processes specified)''		\| align="left" \|[[Service Review]]<br /> ''(no sub-processes specified)''
	\| A[[Service Review#Accountable\|<small>[1]</small>]]R[[Service Review#Responsible\|<small>[2]</small>]]		\| A[[Service Review#Accountable\|<small>[1]</small>]]R[[Service Review#Responsible\|<small>[2]</small>]]
	\| R		\| R[[Service Review#Team\|<small>[3]</small>]]
	\| R
	\|-		\|-
	\|}		\|}
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	<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Service Review.</span>		<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Service Review.</span>

	<span id="~~ITIL Roles~~">[3] see [[Roles within ITIL V3\|→ Role descriptions]]</span>		<span id="Team">[3] Process Owner and Business Relationship Manager; see [[Roles within ITIL V3\|→ Role descriptions]]</span>

	<p> </p>		<p> </p>

			<html><a rel="author" href="https://profiles.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Continual Service Improvement\|Service Review]][[Category:Service Review\|!]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Continual Service Improvement\|Service Review]][[Category:Service Review\|!]]
	<!-- --- -->		<!-- --- -->

Andrea: Created page with "
2011-12-17T11:59:18Z

Created page with "<seo metakeywords="service review, itil service review, service review itil" metadescription="Service Review: ITIL process definition - Sub-processes - Terms - Additional informa..."

New page
<seo metakeywords="service review, itil service review, service review itil" metadescription="Service Review: ITIL process definition - Sub-processes - Terms - Additional information on ITIL Service Review." />
<imagemap>
Image:ITIL-Wiki-deutsch.jpg|right|Service Review
default [https://wiki.de.it-processmaps.com/index.php/Service-Review diese Seite auf Deutsch]
desc none
</imagemap>
 

 

==Overview==

'''Objective''': ''ITIL Service Review'' aims 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.

'''Part of''': [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]]

'''Process Owner''': [[Service Review#CSI Manager|CSI Manager]]

 

==== Process Description ====

[[Image:Service-review-itil.jpg|right|thumb|375px|alt=Service Review ITIL|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-service-review-itil.pdf ITIL Service Review]]]
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 the "Continual Service Improvement
(CSI)" discipline.

The process overview of [[Media:Service-review-itil.jpg|ITIL Service Review (.JPG)]] is showing the most important interfaces (''see Figure 1'').

 

No sub-processes are specified for [[Service Review|ITIL Service Review]].

 

==== ITIL Terms ====

;Service Review Report
:A document containing the results and findings from a [[Service Review]]. This report is an important input for the [[Definition of Improvement Initiatives|definition of improvement initiatives]] (see also: [[Checklist Service Review Report]]).

;Suggested Service Improvement
:Suggestions 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).

 

==== Checklists | KPIs ====

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

 

== 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.

  

{| border="1" align="center" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top"
|-
| valign="top" colspan="4" style="background:#ffffdd;" align="center"| '''Responsibility Matrix: ITIL Service Review'''
|-
! width="45%" align="center" style="background:#ffffee;" | ITIL Role / Sub-Process
! style="background:#ffffee;" | [[Service Review#CSI Manager|CSI Manager]]
! style="background:#ffffee;" | Service Owner[[Service Review#ITIL Roles|[3]]]
! style="background:#ffffee;" | Business Relationship Manager[[Service Review#ITIL Roles|[3]]]
|-
| align="left" |[[Service Review]] ''(no sub-processes specified)''
| A[[Service Review#Accountable|[1]]]R[[Service Review#Responsible|[2]]]
| R
| R
|-
|}

 

'''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] see [[Roles within ITIL V3|→ Role descriptions]]

 

[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Continual Service Improvement|Service Review]][[Category:Service Review|!]]