Checklist Service Evaluation Report: Difference between revisions
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'''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement]] - [[Service Evaluation]] | '''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement]] - [[Service Evaluation]] | ||
'''Checklist Category:''' [[ITIL-Checklists#Checklists ITIL V3 CSI - Continual Service Improvement|Checklists ITIL V3 CSI - Continual Service Improvement]] | '''Checklist Category:''' [[ITIL-Checklists#Checklists ITIL V3 CSI - Continual Service Improvement|Checklists ITIL V3 CSI - Continual Service Improvement]] | ||
'''Source''': Checklist "Service Evaluation Report" from the [ | '''Source''': Checklist "Service Evaluation Report" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] | ||
A document containing the results and findings from a Service Review. This | A document containing the results and findings from a Service Review. This report is an important input for the definition of improvement initiatives. | ||
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### Areas where service quality is to be improved | ### 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 | ### Conceivable cost-optimizations, e.g. by using new technologies or optimizing processes, or by influencing service demand | ||
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Revision as of 20:35, 26 July 2011
<seo metakeywords="service evaluation report, service evaluation checklist" metadescription="The Service Evaluation Report contains the results and findings from a Service Review. This report is an important input for the definition ..." />
ITIL Process: ITIL V3 CSI - Continual Service Improvement - Service Evaluation
Checklist Category: Checklists ITIL V3 CSI - Continual Service Improvement
Source: Checklist "Service Evaluation Report" from the ITIL Process Map V3
A document containing the results and findings from a Service Review. This report is an important input for the definition of improvement initiatives.
The following information is typically recorded within the Service Evaluation Report:
- Name of the IT service under review
- Date and time of the review
- Person in charge of the review
- Participants of the Service Review Meeting
- Business and user representatives
- 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
- From the customer viewpoint: New or changed requirements for the service
