Service Review: Difference between revisions
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<meta name="twitter:description" content="ITIL Service Review aims to review business services and infrastructure services on a regular basis. The process is about improving service quality, and identifying more economical ways of providing a service."> | |||
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<meta name="twitter:image:alt" content="Process overview: This image illustrates the Service Review process according to ITIL, highlighting the most important interfaces of ITIL Service Review."> | |||
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==Process Description== | ==Process Description== | ||
[[Image:Service-review-itil.jpg|right|thumb| | [[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. | 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 [[Media:Service-review-itil.jpg|ITIL Service Review (.JPG)]] shows the key information flows ( | The process overview of [[Media:Service-review-itil.jpg|ITIL Service Review (.JPG)]] shows the key information flows (see fig. 1). | ||
[[ITIL 4]] describes the service review key activities in the [[ITIL_4#General_management_practices|general management practice]] of "Continual improvement". | |||
==Sub-Processes== | ==Sub-Processes== | ||
No sub-processes are specified for [[Service Review|ITIL Service Review]]. | No sub-processes are specified for [[Service Review|ITIL Service Review]]. | ||
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==Definitions== | ==Definitions== | ||
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<p><span itemprop="name">The following <a href="/index.php/ | <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> | ||
<p><b><span id="Service_Review_Report" itemprop="itemListElement">Service Review Report</span></b> | <p><b><span id="Service_Review_Report" itemprop="itemListElement">Service Review Report</span></b> | ||
</p> | </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>). | <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> | </li></ul> | ||
<p><b><span id="Suggested_Service_Improvement" itemprop="itemListElement">Suggested Service Improvement</span></b> | |||
</p> | </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). | <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). | ||
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==<span id="Checklists_.7C_KPIs">Templates | KPIs</span>== | ==<span id="Checklists_.7C_KPIs">Templates | KPIs</span>== | ||
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<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> | <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> | ||
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==Roles | Responsibilities== | ==Roles | Responsibilities== | ||
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{| | {| class="wikitable" style="background: white;" | ||
|- | |- | ||
|style=" | |+ style="background:#013b5e; color:#ffffff; font-size: 120%" colspan="3"| '''<span id="RACI-Matrix-Service-Review">Responsibility Matrix: ITIL Service Review</span>''' | ||
|- | |- | ||
!style="background:#ffffee; width: 55%; text-align:center" | ITIL Role / Sub-Process | !style="background:#ffffee; width: 55%; text-align:center" | ITIL Role / Sub-Process | ||
! style="background:# | ! style="background:#eeeeee; font-size: 90%" | [[Service Review#CSI Manager|CSI Manager]] | ||
! style="background:# | ! style="background:#eeeeee; font-size: 90%" | Other roles involved | ||
|- | |- | ||
|style="text-align:left;" |[[Service Review]]<br /> ''(no sub-processes specified)'' | |style="text-align:left;" |[[Service Review]]<br /> ''(no sub-processes specified)'' | ||
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|} | |} | ||
'''Remarks''' | '''Remarks''' | ||
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<span id="Team">[3] Process Owner and Business Relationship Manager; see [[ITIL Roles|→ Role descriptions]]</span> | <span id="Team">[3] Process Owner and Business Relationship Manager; see [[ITIL Roles|→ Role descriptions]]</span> | ||
==Notes== | ==Notes== | ||
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<link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" /> | <link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" /> | ||
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<meta itemprop="caption" content="Service Review"> | |||
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<meta itemprop="dateCreated" content="2011-12-17" /> | |||
<meta itemprop="dateModified" content="2020-06-20" /> | |||
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<link itemprop="author" href="https://www.linkedin.com/in/stefankempter" /> | <link itemprop="author" href="https://www.linkedin.com/in/stefankempter" /> | ||
<meta itemprop="author" content="Stefan Kempter" /> | <meta itemprop="author" content="Stefan Kempter" /> | ||
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[[Category:ITIL | [[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL process]][[Category:Continual Service Improvement|Service Review]][[Category:Service Review|!]] | ||
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Revision as of 16:11, 3 August 2020
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
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
- A document containing the results and findings from a Service Review. This report is an important input for the definition of improvement initiatives (see also: Checklist 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.
| 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
