Service Evaluation
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ITIL Service Evaluation: Overview
Process Objective: To evaluate service quality on a regular basis. This includes identifying areas where the targeted service levels are not reached, and holding regular talks with business to make sure that the agreed service levels are still in line with business needs.
Part of: Continual Service Improvement
Process Owner: CSI Manager
ITIL Service Evaluation: Process Definition
ITIL V2 contained some Continual Service Improvement activities within the Service Level Management process, for example holding Service Reviews and managing a Service Improvement Plan.
ITIL V3 expands this into a whole new book, introducing dedicated processes for service and process evaluation and improvement.
The following sub-processes are part of ITIL Service Evaluation:
Sub-Processes
- Complaints Management
- Process Objective: To assess customer complaints and to instigate corrective action if required.
- Customer Satisfaction Survey
- Process Objective: To plan, carry out and evaluate regular customer satisfaction surveys. The principal aim of this process is to learn about areas where customer expectations are not being met before customers are lost to alternative service providers.
- Service Review
- Process Objective: 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.
Downloads
Use the following links to open the process overview of Service Evaluation showing the most important interfaces:
ITIL Terms: Service Evaluation
- Complaints Log
- The Complaints Log contains the full history of all received customer complaints, complete with activities triggered by those complaints.
- Customer Survey Evaluation
- The evaluation of a Customer Satisfaction Survey, presenting the results and findings in a condensed way.
- Customer Survey Response
- The response to a service provider's customer survey, typically a completed questionnaire.
- Service Evaluation 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: ITIL Checklist Service Evaluation Report).
- Suggested Changes to SLAs, OLAs and UCs
- Suggestions for improving service quality or economics, handed over from other Service Management processes to the Continual Service Improvement process. Suggestions to improve services may originate from anywhere within or outside of the IT organization.
- Suggestions and Complaints
- Suggestions and complaints from the customer side which are addressed in the Continual Service Improvement process.
- Survey Questionnaire
- A questionnaire for surveying customer satisfaction, aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services.
Additional Information on Service Evaluation
ITIL KPIs and Checklists
- Key Performance Indicators (KPIs) Service Evaluation
- Checklists Service Evaluation: Checklist Service Evaluation Report
ITIL Roles in Service Evaluation
- 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.
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