Service Review: Difference between revisions
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==<span id="Service Review">Overview</span>== | ==<span id="Service Review">Overview</span>== | ||
'''Objective''': ''ITIL Service Review'' aims to review business services and infrastructure services on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible. | '''Objective''': The ''ITIL Service Review'' process aims to review business services and infrastructure services on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible. | ||
'''Part of''': [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]] | '''Part of''': [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]] | ||
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<p> </p> | <p> </p> | ||
== Process Description == | |||
[[Image:Service-review-itil.jpg|right|thumb|375px|alt=Service Review ITIL|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-service-review-itil.pdf ITIL Service Review]]] | [[Image:Service-review-itil.jpg|right|thumb|375px|alt=Service Review ITIL|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-service-review-itil.pdf ITIL Service Review]]] | ||
One of the important changes between ITIL V2 and ITIL V3 was a new focus on continually improving services and processes. Service Reviews are since a vital component of | One of the important changes between ITIL V2 and ITIL V3 was a new focus on continually improving services and processes. [[Service Review|Service Reviews]] are since a vital component of "Continual Service Improvement (CSI)". | ||
(CSI)" | |||
The process overview of [[Media:Service-review-itil.jpg|ITIL Service Review (.JPG)]] is showing the most important interfaces (''see Figure 1''). | The process overview of [[Media:Service-review-itil.jpg|ITIL Service Review (.JPG)]] is showing the most important interfaces (''see Figure 1''). | ||
<p> </p> | <p> </p> | ||
== 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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<p> </p> | <p> </p> | ||
==== ITIL | == Definitions == | ||
The following ITIL terms and acronyms (''information objects'') are used in [[Service Review]] to represent process outputs and inputs: | |||
<p> </p> | |||
;<span id="Service Review Report">Service Review Report</span> | ;<span id="Service Review Report">Service Review Report</span> | ||
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;<span id="Suggested Service Improvement">Suggested Service Improvement</span> | ;<span id="Suggested Service Improvement">Suggested Service Improvement</span> | ||
: | :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). | ||
<p> </p> | <p> </p> | ||
== Checklists | KPIs == | |||
* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Review|Key Performance Indicators (KPIs) Service Review]] | * [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Review|Key Performance Indicators (KPIs) Service Review]] | ||
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{| border="1" align="center" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top" | {| border="1" align="center" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top" | ||
|- | |- | ||
| valign="top" colspan=" | | valign="top" colspan="3" style="background:#ffffdd;" align="center"| '''Responsibility Matrix: ITIL Service Review''' | ||
|- | |- | ||
! width=" | ! width="55%" align="center" style="background:#ffffee;" | ITIL Role / Sub-Process | ||
! style="background:#ffffee;" | [[Service Review#CSI Manager|CSI Manager]] | ! style="background:#ffffee;" | [[Service Review#CSI Manager|CSI Manager]] | ||
! style="background:#ffffee;" | | ! style="background:#ffffee;" | Other roles involved | ||
|- | |- | ||
| align="left" |[[Service Review]]<br /> ''(no sub-processes specified)'' | | align="left" |[[Service Review]]<br /> ''(no sub-processes specified)'' | ||
| A[[Service Review#Accountable|<small>[1]</small>]]R[[Service Review#Responsible|<small>[2]</small>]] | | A[[Service Review#Accountable|<small>[1]</small>]]R[[Service Review#Responsible|<small>[2]</small>]] | ||
| R | | R[[Service Review#Team|<small>[3]</small>]] | ||
| | |||
|- | |- | ||
|} | |} | ||
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<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Service Review.</span> | <span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Service Review.</span> | ||
<span id=" | <span id="Team">[3] Process Owner and Business Relationship Manager; see [[Roles within ITIL V3|→ Role descriptions]]</span> | ||
<p> </p> | <p> </p> | ||
<html><a rel="author" href="https://profiles.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html> | |||
<!-- This page is assigned to the following categories: --> | <!-- This page is assigned to the following categories: --> | ||
[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Continual Service Improvement|Service Review]][[Category:Service Review|!]] | [[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Continual Service Improvement|Service Review]][[Category:Service Review|!]] | ||
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Revision as of 18:57, 17 February 2013
<seo metakeywords="service review, itil service review, service review itil" metadescription="Service Review: ITIL process definition - Sub-processes - Terms - Additional information on ITIL Service Review." />
Overview
Objective: The ITIL Service Review process aims to review business services and infrastructure services on a regular basis. The aim 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
One of the important changes between ITIL V2 and ITIL V3 was a new focus on continually improving services and processes. Service Reviews are since a vital component of "Continual Service Improvement (CSI)".
The process overview of ITIL Service Review (.JPG) is showing the most important interfaces (see Figure 1).
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).
Checklists | 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.
| Responsibility Matrix: ITIL Service Review | ||
| 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
