Service Evaluation: Difference between revisions

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(New page: '''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...)
 
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'''ITIL Version''': ITIL Version 3 (ITIL V3)
#REDIRECT [[Service Review]]
 
'''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''': [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]]
 
'''Process Owner''': [[Roles within ITIL V3#CSI Manager|CSI Manager]]
 
 
==ITIL V3 vs. ITIL V2: 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 [[ITIL Glossary#Service Review|Service Reviews]] and managing a [[ITIL Glossary# Service Improvement Plan (SIP)|Service Improvement Plan]]
* ITIL V3 expands this into a whole new book, introducing dedicated processes for service and process evaluation and improvement.
 
 
==Sub-Processes of Service Evaluation (ITIL V3)==
 
[[Image:overview_service_evaluation_itilv3_thumb.jpg|frame|left|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf  Overview of the Service Evaluation Process, ITIL V3 (.pdf)]]]
 
;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.
 
 
==Roles within Service Evaluation (ITIL V3)==
 
* [[Roles within ITIL V3#CSI Manager|CSI Manager]] (Process Owner)
 
 
==Related ITIL Glossary Terms==
* [[ITIL Glossary#Complaints Log|Complaints Log]]
* [[ITIL Glossary#Customer Survey Evaluation|Customer Survey Evaluation]]
* [[ITIL Glossary#Customer Survey Response|Customer Survey Response]]
* [[ITIL Glossary#Service Evaluation Report|Service Evaluation Report]]
* [[ITIL Glossary#Suggested Changes to SLAs, OLAs and UCs|Suggested Changes to SLAs, OLAs and UCs]]
* [[ITIL Glossary#Suggestions and Complaints|Suggestions and Complaints]]
* [[ITIL Glossary#Survey Questionnaire|Survey Questionnaire]]

Latest revision as of 16:13, 17 December 2011

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