Service Review: Difference between revisions
From IT Process Wiki
No edit summary |
No edit summary |
||
| Line 2: | Line 2: | ||
<meta name="keywords" content="service review, itil service review, service review itil" /> | <meta name="keywords" content="service review, itil service review, service review itil" /> | ||
<meta name="description" content="Service Review: ITIL process definition - Sub-processes - Terms - Additional information on ITIL Service Review." /> | <meta name="description" content="Service Review: ITIL process definition - Sub-processes - Terms - Additional information on ITIL Service Review." /> | ||
<meta property="og:url" content="https://wiki.en.it-processmaps.com/index.php/Service_Review" /> | |||
<meta property="og:title" content="Service Review | IT Process Wiki" /> | |||
<meta property="og:description" content="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." /> | |||
<meta property="og:site_name" content="IT Process Wiki - the ITIL® Wiki"> | |||
<meta property="og:type" content="article" /> | |||
<meta property="article:publisher" content="https://www.facebook.com/itprocessmaps" /> | |||
<meta property="fb:admins" content="100002035253209" /> | |||
<meta property="fb:admins" content="100002592864414" /> | |||
<meta property="og:image" content="https://wiki.en.it-processmaps.com/images/7/7c/Service-review-itil.jpg" /> | |||
<meta property="og:image:width" content="960" /> | |||
<meta property="og:image:height" content="762" /> | |||
<link href="https://plus.google.com/108613479011811316823/posts" rel="publisher" /> | |||
</itpmch> | </itpmch> | ||
<imagemap> | <imagemap> | ||
Image:ITIL-Wiki- | Image:ITIL-Wiki-share.jpg|right|share this page|141px | ||
rect 55 0 99 36 [https://www.linkedin.com/shareArticle?url=https%3A%2F%2Fwiki.en.it-processmaps.com%2Findex.php%2FService_Review&hl=en_US&source=IT%20Process%20Wiki share this page on LinkedIn] | |||
rect 97 0 141 36 [https://twitter.com/intent/tweet?url=https%3A%2F%2Fwiki.en.it-processmaps.com%2Findex.php%2FService_Review&text=%23ITILwiki%20%7C%20Service%20Review%20-%20Process%20description%0A%E2%96%BA&lang=en&via=itprocessmaps share this page on Twitter] | |||
desc none | |||
</imagemap> | |||
<imagemap> | |||
Image:ITIL-Wiki-deutsch.jpg|Service Review | |||
default [https://wiki.de.it-processmaps.com/index.php/Service-Review diese Seite auf Deutsch] | default [https://wiki.de.it-processmaps.com/index.php/Service-Review diese Seite auf Deutsch] | ||
desc none | desc none | ||
| Line 10: | Line 28: | ||
<br style="clear:both;"/> | <br style="clear:both;"/> | ||
'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Service Review</i> 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.</span></p> | |||
'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"> | |||
<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" title="ITIL Continual Service Improvement">Continual Service Improvement</a></html> | <p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" title="ITIL Continual Service Improvement">Continual Service Improvement</a></html> | ||
| Line 24: | Line 40: | ||
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)". | 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)". | ||
The process overview of [[Media:Service-review-itil.jpg|ITIL Service Review (.JPG)]] is showing the most important interfaces (''see | The process overview of [[Media:Service-review-itil.jpg|ITIL Service Review (.JPG)]] is showing the most important interfaces (''see Fig. 1''). | ||
<p> </p> | <p> </p> | ||
| Line 114: | Line 130: | ||
<!-- define schema.org/WebPage --> <span itemscope itemtype="https://schema.org/WebPage" itemref="md-webpage-description"> | <!-- define schema.org/WebPage --> <span itemscope itemtype="https://schema.org/WebPage" itemref="md-webpage-description"> | ||
<meta itemprop="alternativeHeadline" content="ITIL Service Review" /> | |||
<meta itemprop="name" content="Service Review" /> | |||
<meta itemprop="significantLinks" content="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Continual_Service_Improvement#ITIL_KPIs_Service_Review" /> | |||
<meta itemprop="significantLinks" content="https://wiki.en.it-processmaps.com/index.php/Checklist_Service_Review_Report" /> | |||
<link itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Service_Review" /> | |||
<meta itemprop="inLanguage" content="en" /> | |||
<link itemprop="citation" href="https://wiki.de.it-processmaps.com/index.php/Service-Review" /> | |||
<meta itemprop="Headline" content="Service Review" /> | |||
<link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" /> | |||
<link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/7/7c/Service-review-itil.jpg" /> | |||
<link itemprop="author" href="https://plus.google.com/111925560448291102517/about" /> | |||
<meta itemprop="author" content="Stefan Kempter" /> | |||
<meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" /> | |||
</span><p></html> | </span><p></html> | ||
Revision as of 16:44, 24 April 2017
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
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 Fig. 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).
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.
| 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
Notes
By: Stefan Kempter 
, IT Process Maps.
Process Description › Definitions › Roles
