You may copy this article only in it's entirety, including any author bio and / or credits, and you must link back to IT and the business should agree the format and style of reports to suit their relevant audiences.Activities in the Service Reporting process include:It is important to review the Service Reporting process and reports generated on a regular basis as reports will change in terms of data required, timings, audience etc. Producing service reports is another process activity of Service Reports should include a detailed performance evaluation of the services against all SLA targets. This is constantly evolving process. Would you consider a Key Performance Indicator (KPI) for the production, compulation and distribution of the Service reports on a specific day of the week or month or 'x' days prior to a monthly (or however frequent you organization determines) review.
Less is often more.
The Service Reporting process reports on the results achieved both operationally and strategically. This applies very specifically in the case of service reports. Thanks.
you’ll see that each service level target is highlighted in each month based on the actual performance of the service, whether it met the target, threatened the target or breached the target.If we consider the target A in this chart, it has been met during January, February, March, April, and May and highlighted as green since it met the target during these months. Source: Checklist "Service Level Report" from the ITIL Process Map V2. Good article. This process is sometimes also referred to as ITIL Service Review & Reporting. It describes a set of best practices required to review processes and services through their life-cycle. This kind of SLA monitoring chart is called a SLAM chart. By this way, a simple and fast comparison can be done to see which service met or exceeded the target and which service could not meet its targets. ITIL Service Review is one of the main processes under ITIL ’s Continual Service Improvement (CSI) process group of IT Service Management (ITSM) framework. In this context, the relationships with both internal as well as external suppliers should also be illustrated to enable the entire service chain to be reviewed.The design of service reports is just as important as designing a service during the Service Design stage of the ITIL service lifecycle as stated in the Service Reports in IT Service Level: When, Why, How?The Evolution of Business Requirements to Service Level AgreementService Portfolio Management: Is Your Service Portfolio Optimized? Service reports should only be produced on the basis of agreed and documented customer requirements and those of the internal IT management. And in August, the target could not be met and therefore, it has been highlighted as red in the SLAM chart. In order to check how the performance of the service exceeds or fall short of the SLA targets, the actual performance of the services should be included with the agreed targets on the service reports. It is best practice to generate reports as per agreed format, content and frequency with the customers. In June and July, the target has been met barely. In this example of a SLAM chart. Any novice report builder can benefit. One of these tasks is to compile service reports. Service Reporting deals with producing and delivering reports of achievements and trends against Service Levels. The following diagram describes the overall flow of Service Reporting … Therefore these months are highlighted as orange in the SLAM chart.
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