Checklist Service Evaluation Report

ITIL Process: ITIL V3 CSI - Continual Service Improvement - Service Evaluation

Checklist Category: Checklists ITIL V3 CSI - Continual Service Improvement

Source: Checklist "Service Evaluation Report" from the ITIL Process Map V3

A document containing the results and findings from a Service Review. This protocol is an important input for the definition of improvement initiatives.

The following information is typically recorded within the Service Evaluation Report:

1. Name of the IT service under review
2. Date and time of the review
3. Person in charge of the review
4. Participants of the Service Review Meeting
   1. Business and user representatives
   2. Service provider representatives
5. Summary presentation of agreed vs. achieved service levels
6. Report on exceptional situations
7. Satisfaction regarding service quality on the client-side
   1. Compliments
   2. Complaints
8. 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