Service Review: Difference between revisions

From IT Process Wiki
(Created page with "<seo metakeywords="service review, itil service review, service review itil" metadescription="Service Review: ITIL process definition - Sub-processes - Terms - Additional informa...")
 
No edit summary
 
(7 intermediate revisions by the same user not shown)
Line 1: Line 1:
<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." />
<itpmch><title>Service Review | IT Process Wiki</title>
<meta name="keywords" content="service review, itil service review, service review itil" />
<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:title" content="Service Review | IT Process Wiki" />
<meta property="og: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:site_name" content="IT Process Wiki - the ITIL&#174; Wiki">
<meta property="og:type" content="article" />
<meta property="article:publisher" content="https://www.facebook.com/itprocessmaps" />
<meta property="fb:admins" content="100002035253209" />
<meta property="fb:admins" content="100002592864414" />
<meta property="og:image" content="https://wiki.en.it-processmaps.com/images/7/7c/Service-review-itil.jpg" />
<meta property="og:image:width" content="1200" />
<meta property="og:image:height" content="1200" />
<link href="https://plus.google.com/108613479011811316823/posts" rel="publisher" />
</itpmch>
<imagemap>
<imagemap>
Image:ITIL-Wiki-deutsch.jpg|right|Service Review
Image:ITIL-Wiki-deutsch.jpg|right|Service Review
Line 7: Line 22:
<br style="clear:both;"/>
<br style="clear:both;"/>


<p>&nbsp;</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>
 
<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>
==<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.
 
'''Part of''': [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]]


'''Process Owner''': [[Service Review#CSI Manager|CSI Manager]]
'''Process Owner''': [[Service Review#CSI Manager|CSI Manager]]
Line 19: Line 29:
<p>&nbsp;</p>
<p>&nbsp;</p>


==== Process Description ====
==Process Description==
 
[[Image:Service-review-itil.jpg|right|thumb|500px|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 (.pdf)]]]
A key change between ITIL V2 and ITIL V3 has been a new focus on continually improving services and processes. Service Reviews are an essential element of "Continual Service Improvement (CSI)".


[[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]]]
The process overview of [[Media:Service-review-itil.jpg|ITIL Service Review (.JPG)]] shows the key information flows (see fig. 1).  
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'').  
[[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]]".


<p>&nbsp;</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]].
<p style="clear:both;">&nbsp;</p>


<p>&nbsp;</p>
==Definitions==


==== ITIL Terms ====
<html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList -->
<meta itemprop="itemListOrder" content="Ascending" />
<p><span itemprop="name">The following <a href="/index.php/ITIL_Glossary#ITIL_Glossary_A-Z" title="ITIL Glossary">ITIL terms and acronyms</a> (<i>information objects</i>) are used in <strong class="selflink">Service Review</strong> to represent process outputs and inputs:</span>
</p>
<p><b><span id="Service_Review_Report" itemprop="itemListElement">Service Review Report</span></b>
</p>
<ul><li itemprop="description">A document containing the results and findings from a <strong class="selflink">Service Review</strong>. This report is an important input for the <a href="/index.php/Definition_of_Improvement_Initiatives" title="Definition of Improvement Initiatives">definition of improvement initiatives</a> (see also: <a href="/index.php/Checklist_Service_Review_Report" title="Checklist Service Review Report">Checklist Service Review Report</a>).
</li></ul>
<p><b><span id="Suggested_Service_Improvement" itemprop="itemListElement">Suggested Service Improvement</span></b>
</p>
<ul><li itemprop="description">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).
</li></ul>
</div><!-- end of schema.org/ItemList --><p></html>


;<span id="Service Review Report">Service Review Report</span>
==<span id="Checklists_.7C_KPIs">Templates | KPIs</span>==
: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]]).


;<span id="Suggested Service Improvement">Suggested Service Improvement</span>
<html>
: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).
<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>&nbsp;</p>
==Roles | Responsibilities==


==== Checklists | KPIs ====
'''<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.
* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Review|Key Performance Indicators (KPIs) Service Review]]
* [[Checklist Service Review Report]]
 
<p>&nbsp;</p>
 
== Roles | Responsibilities ==
 
;<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>&nbsp;</p><p>&nbsp;</p>
<p>&nbsp;</p><p>&nbsp;</p>


{| border="1" align="center" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top"
{| class="wikitable" style="background: white;"
|-
|-
| valign="top"  colspan="4" style="background:#ffffdd;" align="center"| '''Responsibility Matrix: ITIL Service Review'''
|+ style="background:#013b5e; color:#ffffff; font-size: 120%" colspan="3"| '''<span id="RACI-Matrix-Service-Review">Responsibility Matrix: ITIL Service Review</span>'''
|-
|-
! width="45%" align="center" style="background:#ffffee;" | ITIL Role / Sub-Process
!style="background:#ffffee; width: 55%; text-align:center" | ITIL Role / Sub-Process
! style="background:#ffffee;" | [[Service Review#CSI Manager|CSI Manager]]
! style="background:#eeeeee; font-size: 90%" | [[Service Review#CSI Manager|CSI Manager]]
! style="background:#ffffee;" | Service Owner[[Service Review#ITIL Roles|<small>[3]</small>]]
! style="background:#eeeeee; font-size: 90%" | 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)''
|style="text-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
|-
|-
|}
|}
<p>&nbsp;</p>


'''Remarks'''
'''Remarks'''
Line 81: Line 94:
<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|&#8594; Role descriptions]]</span>
<span id="Team">[3] Process Owner and Business Relationship Manager; see [[ITIL Roles|&#8594; Role descriptions]]</span>


==Notes==
<html>By:&#160;&#160;Stefan Kempter&#160;<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>&nbsp;</p>
<p>&nbsp;</p>
<p><small>
<span itemprop="breadcrumb" itemscope itemtype="http://schema.org/BreadcrumbList">
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Service_Review#Process_Description">
<span itemprop="name">Process Description</span></a>
<meta itemprop="position" content="1"></span> ›
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Service_Review#Definitions">
<span itemprop="name">Definitions</span></a>
<meta itemprop="position" content="2"></span> ›
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Service_Review#Roles_.7C_Responsibilities">
<span itemprop="name">Roles</span></a>
<meta itemprop="position" content="3"></span>
</span>
</small></p>
<!-- define schema.org/WebPage --> <span itemscope itemtype="https://schema.org/WebPage" itemref="md-webpage-description">
  <meta itemprop="alternativeHeadline" content="ITIL Service Review" />
  <meta itemprop="name" content="Service Review" />
  <meta itemprop="significantLinks" content="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Continual_Service_Improvement#ITIL_KPIs_Service_Review" />
  <meta itemprop="significantLinks" content="https://wiki.en.it-processmaps.com/index.php/Checklist_Service_Review_Report" />
  <link itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Service_Review" />
  <meta itemprop="inLanguage" content="en" />
  <link itemprop="citation" href="https://wiki.de.it-processmaps.com/index.php/Service-Review" />
  <meta itemprop="Headline" content="Service Review" />
  <link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" />
  <link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/7/7c/Service-review-itil.jpg" />
  <span id="https://wiki.en.it-processmaps.com/images/7/7c/Service-review-itil.jpg" itemprop="image" itemscope itemtype="https://schema.org/ImageObject">
  <meta itemprop="caption" content="Service Review">
  <meta itemprop="contentUrl" content="https://wiki.en.it-processmaps.com/images/7/7c/Service-review-itil.jpg" />
  <meta itemprop="width" content="1200" />
  <meta itemprop="height" content="1200" />
  <meta itemprop="representativeOfPage" content="true"/>
  <meta itemprop="dateCreated" content="2011-12-17" />
  <meta itemprop="dateModified" content="2020-06-20" />
  <span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
    <meta itemprop="url" content="https://wiki.en.it-processmaps.com/images/thumb/7/7c/Service-review-itil.jpg/600px-Service-review-itil.jpg" />
    <meta itemprop="width" content="600" />
    <meta itemprop="height" content="600" />
  </span>
  <meta itemprop="keywords" content="Service Review" />
  <meta itemprop="keywords" content="ITIL Service Review" />
  </span>
  <link itemprop="author" href="https://www.linkedin.com/in/stefankempter" />
  <meta itemprop="author" content="Stefan Kempter" />
  <meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" />
</span><p></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 4]][[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL practice]][[Category:ITIL process]][[Category:Continual Service Improvement|Service Review]][[Category:Service Review|!]]
<!-- --- -->
<!-- --- -->

Latest revision as of 11:58, 31 December 2023

Service Review
Service Review


Objective: 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.

Part of: Continual Service Improvement

Process Owner: CSI Manager

 

Process Description

Service Review ITIL
ITIL Service Review (.pdf)

A key change between ITIL V2 and ITIL V3 has been a new focus on continually improving services and processes. Service Reviews are an essential element of "Continual Service Improvement (CSI)".

The process overview of ITIL Service Review (.JPG) shows the key information flows (see fig. 1).

ITIL 4 describes the service review key activities in the general management practice of "Continual improvement".

Sub-Processes

No sub-processes are specified for ITIL Service Review.

 

Definitions

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

Service Review Report

Suggested Service Improvement

  • 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).

Templates | KPIs

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.

 

 

Responsibility Matrix: ITIL Service Review
ITIL Role / Sub-Process CSI Manager Other roles involved
Service Review
(no sub-processes specified) 		A[1]R[2] R[3]

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] Process Owner and Business Relationship Manager; see → Role descriptions

Notes

By:  Stefan Kempter , IT Process Maps.

 

Process Description  › Definitions  › Roles

Retrieved from "https://wiki.en.it-processmaps.com/index.php?title=Service_Review&oldid=9624"