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'''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement]] - [[Service Review]]
[[image:Service-review-report.png|thumb|389px|right|link=https://wiki.en.it-processmaps.com/index.php/File:Service-review-report.png|alt=Checklist Service Review Report]]


'''Checklist Category:''' [[ITIL-Checklists#Checklists ITIL V3 CSI - Continual Service Improvement|Checklists ITIL V3 CSI - Continual Service Improvement]]
'''<span id="Definition">Definition:</span>''' <span id="md-webpage-description" itemprop="description">The <i>Service Review Report</i> is a document containing the results and findings from a [[Service Review|Service Review]]. This report is an important input for the [[Definition of Improvement Initiatives|definition of improvement initiatives]].</span>


'''Source''': Checklist "Service Review Report" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]
'''ITIL Process''': [[ITIL CSI - Continual Service Improvement|ITIL CSI - Continual Service Improvement]] - [[Service Review|Service Review]]
 
'''ITIL 4 Practice''': Continual improvement
 
'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates|ITIL Templates]]  


<p>&nbsp;</p>
<p>&nbsp;</p>


The ''Service Review Report'' is 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]].
__TOC__
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==Service Review Report - Contents==
 
''The following information is typically recorded within the Service Review Report:''


<p>&nbsp;</p>
<p>&nbsp;</p>


'''The following information is typically recorded within the Service Review Report:'''
====Name====
(Name of the IT service under review)
 
====Date and time of the review====
 
====Time period====
(Time period covered by the review)
 
====Person in charge====
# Person in charge of the review
 
====Participants of the Service Review Meeting====
# Business and user representatives
# Service provider representatives
 
====Service levels====
(Summary presentation of agreed vs. achieved service levels)
 
====Report on exceptional situations====
 
====Customer satisfaction====
Satisfaction regarding service quality on the client-side:
# Compliments
# Complaints
 
====Room for improvement====
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


<p>&nbsp;</p>
<p>&nbsp;</p>


# Name of the IT service under review
==Notes==
# Date and time of the review
 
# Person in charge of the review
<html>Is based on: Checklist 'Service Review Report' from the <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map" class="external text">ITIL Process Map</a></p>
# Participants of the Service Review Meeting
 
## Business and user representatives
<p>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>
## 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


<p>&nbsp;</p>
<p>&nbsp;</p>
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<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Service_Review_Report#Room_for_improvement" > <span itemprop="name">Room for improvement</span></a><meta itemprop="position" content="3" /></span>
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<!-- This page is assigned to the following categories: -->
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3|Service Review Report]]
[[Category:Checklist (ITIL)|Service Review Report]]
[[Category:Checklist (ITIL)|Service Review Report]]
[[Category:Template (ITIL)|Service Review Report]]
[[Category:Continual Service Improvement|Service Review Report]]
[[Category:Continual Service Improvement|Service Review Report]]
[[Category:Service Review|Service Review Report]]
[[Category:Service Review|Service Review Report]]
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Latest revision as of 13:09, 31 December 2023

DE - ES - Checklist Service Review Report - Template Service Review Reportdiese Seite auf Deutschesta página en español
DE - ES - Checklist Service Review Report - Template Service Review Report


Checklist Service Review Report

Definition: The Service Review Report is a document containing the results and findings from a Service Review. This report is an important input for the definition of improvement initiatives.

ITIL Process: ITIL CSI - Continual Service Improvement - Service Review

ITIL 4 Practice: Continual improvement

Checklist Category: ITIL Templates

 


Service Review Report - Contents

The following information is typically recorded within the Service Review Report:

 

Name

(Name of the IT service under review)

Date and time of the review

Time period

(Time period covered by the review)

Person in charge

  1. Person in charge of the review

Participants of the Service Review Meeting

  1. Business and user representatives
  2. Service provider representatives

Service levels

(Summary presentation of agreed vs. achieved service levels)

Report on exceptional situations

Customer satisfaction

Satisfaction regarding service quality on the client-side:

  1. Compliments
  2. Complaints

Room for improvement

Areas which must be addressed by improvement initiatives (resulting in changes to the service and/ or to its underlying processes, or to customer agreements):

  1. From the customer viewpoint: New or changed requirements for the service
    1. Changes in business processes or strategy which lead to new functional requirements
    2. Changes in risk perceptions, priorities and criticalities which lead to changed Service Level Targets
    3. Anticipated changes in service consumption, short term as well as medium and long-term
    4. Required short-term modifications (e.g. due to current/ recent problems)
    5. Changed requirements with respect to service level reporting
  2. From the IT viewpoint
    1. Areas where service quality is to be improved
    2. Conceivable cost-optimizations, e.g. by using new technologies or optimizing processes, or by influencing service demand

 

Notes

Is based on: Checklist 'Service Review Report' from the ITIL Process Map

By:  Stefan Kempter , IT Process Maps.

 

Definition › Contents › Room for improvement

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