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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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| rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/ITIL_Evaluacion_de_Servicios esta página en español]
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| <br style="clear:both;"/>
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| == ITIL Service Evaluation ==
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| 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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| '''Part of''': [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]]
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| '''Process Owner''': [[Service Evaluation#CSI Manager|CSI Manager]]
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| <p> </p>
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| == Process: ITIL Service Evaluation ==
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| [[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]]]
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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]].
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| ITIL V3 expands this into a whole new book, introducing dedicated processes for [[Service Evaluation|service evaluation]] and process evaluation and improvement.
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| The following sub-processes are part of [[Service Evaluation|ITIL Service Evaluation]]:
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| <br style="clear:both;"/>
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| == Sub-Processes ==
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| ;Complaints Management
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| :Process Objective: To assess [[Service Evaluation#Suggestions and Complaints|customer complaints]] and to instigate corrective action if required.
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| ;<span id="Customer Satisfaction Survey">Customer Satisfaction Survey</span>
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| :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="Service Review">Service Review</span>
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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.
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| <p> </p>
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| == ITIL Terms: Service Evaluation ==
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| ;<span id="Complaints Log">Complaints Log</span>
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| :The Complaints Log contains the full history of all received customer complaints, complete with activities triggered by those complaints.
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| ;<span id="Customer Survey Evaluation">Customer Survey Evaluation</span>
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| :The evaluation of a [[Service Evaluation#Customer Satisfaction Survey|Customer Satisfaction Survey]], presenting the results and findings in a condensed way.
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| ;<span id="Survey Questionnaire">Customer Survey Questionnaire</span>
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| :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.
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| ;<span id="Customer Survey Response">Customer Survey Response</span>
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| :The response to a service provider's customer survey, typically a completed [[Service Evaluation#Survey Questionnaire|questionnaire]].
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| ;<span id="Service Review Report">Service Review Report</span>
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| :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]]).
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| ;<span id="Suggested Changes to SLAs OLAs UCs">Suggested Changes to SLAs, OLAs and UCs</span>
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| :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.
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| ;<span id="Suggestions and Complaints">Suggestions and Complaints</span>
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| :Suggestions and complaints from the customer side which are addressed in the Continual Service Improvement process.
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| <p> </p>
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| == Additional Information ==
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| ==== ITIL KPIs and Checklists ====
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| * [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Evaluation|Key Performance Indicators (KPIs) Service Evaluation]]
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| * [[Checklist Service Evaluation Report|Checklists Service Evaluation: Checklist Service Review Report]]
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| ==== ITIL Roles ====
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| ;<span id="CSI Manager">CSI Manager - Process Owner</span>
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| :The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services.
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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.
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| <p> </p>
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| == Downloads ==
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| ==== Overview ITIL Service Evaluation ====
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| {|
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| | valign="top" |
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| Use the following links to open the process overview of Service Evaluation showing the most important interfaces:
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| * [[Media:Itil-service-evaluation.jpg|ITIL Service Evaluation (.JPG)]]
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| * [https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_evaluation_itilv3.pdf ITIL Service Evaluation (.PDF)]''
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| | valign="top" |
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| [[Image:Itil-service-evaluation.jpg|thumb|150px|left|none|alt=ITIL Service Evaluation|ITIL Service Evaluation at a glance]]
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| |-
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| |}
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| <!-- This page is assigned to the following categories: -->
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| [[Category:ITIL V3]][[Category:ITIL process]][[Category:Continual Service Improvement|Service Evaluation]][[Category:Service Evaluation|!]]
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| <!-- --- -->
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