Service Review
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Overview
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.
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 the "Continual Service Improvement (CSI)" discipline.
The process overview of ITIL Service Review (.JPG) is showing the most important interfaces (see Figure 1).
No sub-processes are specified for ITIL Service Review.
ITIL Terms
- 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
- Suggestions 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 | Service Owner[3] | Business Relationship Manager[3] |
|---|---|---|---|
| Service Review (no sub-processes specified) |
A[1]R[2] | R | R |
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] see → Role descriptions
