Keep up-to-date with ITIL news. Low volume to-the-point bulletins...
ITIL v3 Service Reporting
The Service Reporting process reports on the results achieved both operationally and strategically. It also reports on any developments related to Service Level Agreements such as hitting various targets, like availability.
 
Its purpose is to provide information to both IT and the business in order for informed decisions to be made.  IT and the business should agree the format and style of reports to suit their relevant audiences.
 
A reporting framework policy needs to be documented and agreed with the various business units as the finance department would want to see a different set of reports from the marketing department.  This would be incorporated at the Service Design phase.
 
The framework should contain as a minimum:
  • Target groups and the services delivered
  • Agreement of what should be measured and therefore reported upon
  • The basis for calculations
  • Access to the reports and what media should be used ie. Intranet, email etc.
  • Regular meetings to discuss the reports and subsequent improvements
Activities in the Service Reporting process include:
  • Gathering data from various sources
  • Processing and Applying the data, what went well, what was not so good, how can we improve?
  • Publishing the information, using various tools such as the Intranet, email, briefings etc.
  • Tuning the report to the business, different business units would want differing reports in terms of style, format, data, frequency etc.
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.  This is constantly evolving process.
 
 
 

2 VISITOR COMMENTS

2014-08-15 by "rebecca.suitt"

Good article. Any novice report builder can benefit. Some advanced report builders can be reminded that they can benefit. Thanks.

2015-01-23 by "jayant27may"

Can anyone help me with KPI for Service Reporting as a Process.
Reply on 2015-02-23
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.
There are 2 comments awaiting user validation. There are 1 comments awaiting publication.

Please submit any comments you have about this article.

Your feedback will help add value to the content for other ITILnews.com visitors and help us develop the content for the benefit of all.

You will need to provide and verify your e-mail address but your personal information will not be published or passed on to others. To identify each post we take the part of your email address before the @ sign and use that as the identifier, so if you are john.smith@itilnews.com your post will be marked "by john.smith".

NB: We respond personally to every post, if it calls for it.

If you prefer to respond without posting your comment please use our contact form.


Click the REVIEW button below to preview your comments.

 
Tags; Service Reporting,ITIL v3,ITIL perspective,Service Level Agreements,reporting framework policy,Service Design
 
This article has been viewed 39121 times.
NB: This page is © Copyright ITILnews.com and / or the relevant publishing author. You may copy this article only in it's entirety, including any author bio and / or credits, and you must link back to www.itilnews.com.

Keeping up-to-date with ITIL...

Keep up-to-date with ITIL news. Low volume to-the-point bulletins...

Find ITIL Jobs