Checklist Service Review Report: Difference between revisions
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'''<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> | |||
'''ITIL Process''': [[ITIL CSI - Continual Service Improvement|ITIL | '''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]] | ||
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<html><a rel="author" href="https:// | ==Notes== | ||
<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> | |||
<p>By:  Stefan Kempter <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> | |||
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<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Service_Review_Report#Service_Review_Report_-_Contents" > <span itemprop="name">Contents</span></a><meta itemprop="position" content="2" /></span> › | |||
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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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[[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 12:09, 31 December 2023
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
- 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
Notes
Is based on: Checklist 'Service Review Report' from the ITIL Process Map
By: Stefan Kempter 
, IT Process Maps.
Definition › Contents › Room for improvement
