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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
