|
|
| (2 intermediate revisions by the same user not shown) |
| Line 1: |
Line 1: |
| '''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement]] - [[Service Evaluation]]
| | #REDIRECT [[Checklist Service Review Report]] |
| | |
| '''Checklist Category:''' [[ITIL-Checklists#Checklists ITIL V3 CSI - Continual Service Improvement|Checklists ITIL V3 CSI - Continual Service Improvement]]
| |
| | |
| '''Source''': Checklist "Service Evaluation Report" from the [[ITIL Implementation with Process Templates|ITIL Process Map V3]]
| |
| | |
| | |
| | |
| | |
| A document containing the results and findings from a Service Review. This protocol is an important input for the definition of improvement initiatives.
| |
| | |
| | |
| '''The following information is typically recorded within the Service Evaluation Report:'''
| |
| | |
| | |
| # Name of the IT service under review
| |
| # Date and time of the review
| |
| # Person in charge of the review
| |
| # Participants of the Service Review Meeting
| |
| ## Business and user representatives
| |
| ## Service provider representatives
| |
| # Summary presentation of agreed vs. achieved service levels
| |
| # Report on exceptional situations
| |
| # Satisfaction regarding service quality on the client-side
| |
| ## Compliments
| |
| ## Complaints
| |
| # Areas which must be addressed by improvement initiatives (resulting in changes to the service and/ or to its underlying processes, or to customer agreements)
| |
| ## From the customer viewpoint: New or changed requirements for the service
| |
| ### Changes in business processes or strategy which lead to new functional requirements
| |
| ### Changes in risk perceptions, priorities and criticalities which lead to changed Service Level Targets
| |
| ### Anticipated changes in service consumption, short term as well as medium and long-term
| |
| ### Required short-term modifications (e.g. due to current/ recent problems)
| |
| ### Changed requirements with respect to service level reporting
| |
| ## From the IT viewpoint
| |
| ### Areas where service quality is to be improved
| |
| ### Conceivable cost-optimizations, e.g. by using new technologies or optimizing processes, or by influencing service demand
| |
