Checklist Service Review Report: Difference between revisions

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== <span id="Service Review Template">Overview</span> ==


'''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement|ITIL 2011 CSI - Continual Service Improvement]] - [[Service Review|Service Review]]
'''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement|ITIL 2011 CSI - Continual Service Improvement]] - [[Service Review|Service Review]]


'''Checklist Category:''' [[ITIL-Checklists#Checklists ITIL CSI - Continual Service Improvement|Checklists ITIL CSI - Continual Service Improvement]]
'''Checklist Category:''' [[ITIL-Checklists#ITIL 2011 Templates|Templates ITIL 2011]] - Continual Service Improvement


'''Source''': Checklist "Service Review Report" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]
'''Source''': Checklist "Service Review Report" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]
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__TOC__
== Service Review Report - Contents ==


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


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


# Name of the IT service under review  
===== Name =====
# Date and time of the review  
(Name of the IT service under review)
# Person in charge of the review  
 
# Participants of the Service Review Meeting
===== Date and time of the review =====
## Business and user representatives  
 
## Service provider representatives
===== Time period =====
# Summary presentation of agreed vs. achieved service levels  
(Time period covered by the review)
# Report on exceptional situations  
 
# Satisfaction regarding service quality on the client-side
===== Person in charge =====
## Compliments
# Person in charge of the review
## 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)  
===== Participants of the Service Review Meeting =====
## From the customer viewpoint: New or changed requirements for the service
# Business and user representatives  
### Changes in business processes or strategy which lead to new functional requirements
# Service provider representatives
### 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
===== Service levels =====
### Required short-term modifications (e.g. due to current/ recent problems)  
(Summary presentation of agreed vs. achieved service levels)
### Changed requirements with respect to service level reporting
 
## From the IT viewpoint
===== Report on exceptional situations =====
### 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
===== 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


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Revision as of 14:25, 18 February 2013

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DE - ES - Checklist Service Review Report - Template Service Review Report



Overview

ITIL Process: ITIL 2011 CSI - Continual Service Improvement - Service Review

Checklist Category: Templates ITIL 2011 - Continual Service Improvement

Source: Checklist "Service Review Report" from the ITIL Process Map

 

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.

 

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

 

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