ITIL Service level management involves many tasks and activities. These tasks and activities are covered in ITIL foundation training. One of these tasks involves the compilation of service reports. The service report serves two purposes: it gives both the business and IT service provider enough information to enable them to make informed decisions about the service. The Service Design phase of the ITIL Lifecycle includes the creation of a framework for a service plan according to the methods communicated in free ITIL Training.
ITIL Service Level Management also includes the production of service reports. Monitoring of service quality must begin immediately after the service level agreement is signed and accepted. All IT service providers are tested in live environments to ensure they meet the agreed service level.
In a live environment, however, it is possible that the service levels planned might not be met. It is important to monitor all services in a live environment and check that they meet the agreed service levels. Service reports are regularly prepared to report on service performance outputs.
IT Service Level: Creating service reports during the Service Design stage
Several points must be addressed during the ITIL Service Design phase of the ITIL service cycle.
To design standard measures and data formats for service measurement to meet organizational measurement objectives.
Standard reporting procedures design
Design of service measurement and reporting awareness programs, controls, and governance mechanisms.
The design of the procedure to modify, add, or delete measurements and reports.
IT Service Level: Who should view the service report?
All stakeholders involved in the service should receive the service report. Managers should receive internal IT reports. While it may be necessary to prepare service reports for different audiences at different times, the IT team should try to standardize service reports to save time and reduce the amount of work required to compile them in the future. External parties and customers could also receive service reports. In this instance, the service report should address their specific needs.
What and when should service reports arrive?
Customers must agree on the reporting formats, intervals, and reporting mechanisms for SLA reporting. What should be included in service reports, for example? What technical detail will the service reports be? What is the frequency of service reports delivery? Monthly, weekly, bi-weekly, etc. What method will the service report be delivered to the customer It will be sent by email or presented at a meeting. These are all agreed with the customer. Service reports are generated and delivered according to agreed frequency and format.
What should a service account report include?
Service reports should include a detailed performance assessment of services against all SLA targets. The actual performance of services should be included in service reports to determine if they meet or exceed the SLA targets. This allows for a quick comparison to determine which service met or exceeded its target and which one failed to meet it. The service report should also include information about the target groups and the basis for calculating the performance metrics.
Checklist for an IT Service Report
The following checklist can be used to ensure that the service report contains all necessary information:
Name of the IT service provider
Date and time of review
Person responsible for the review
Representatives of users and businesses, as well as IT service providers, are welcome