What is ITIL Service Reporting

Service Level Report checklist

ITIL process: ITIL Service Transition - Service Transition - Service Level Management

Checklist category: ITIL checklists - Service Level Management

source: "Service Level Report" checklist from the ITIL process map V2

 

The service level report contains the following information for the target groups customers and IT management:

  • Distributor
  • Customer satisfaction metrics
  • For all IT services
    • Service usage information
      • Volume information
      • Resource utilization
    • promised service levels
    • Service levels reached
    • Trend analysis
  • Changes in IT services
    • new added IT services
    • changed SLAs
    • ended IT services
  • Special events
    • in the past (longer service outages, etc.)
      • Type of event
      • causes
      • Countermeasures to eliminate the failure
      • Measures to avoid similar failures in the future
    • in the future (e.g. planned major down times of services)
  • complaints
    • Overview
    • status
    • activities
  • Important measures to increase service quality (excerpt from the SIP)

 

From: Stefan Kempter, IT process maps.