Service Review / Continuous Improvement

A Service Review, done by the Service Team and led by a Service Manager, is a way to look at service quality or economics of the service from inside or outside IT.

A Service Review includes:

  • Metrics: Performance, Useful (still Valid), Cost/SLA
  • Processes: Audit (followed, still useful)
  • Strategy: Roadmap, Goals
  • Service Team effectiveness: Right topics, Right members (new blood, value add), right time
  • Documentation/Tool Update: RACI update, Websites, IT Request, Keywords, Groups, Incident, Escalation, Service requests

Output is passed to the ITIL Continual Service Improvement which is a 7 Step Improvement Process:

  1. Identify the approach for improvement.
  2. State what will you measure. (cost, service delivery, SLA)
  3. Collect the Data.
  4. Process the data.
  5. Analyze the data and information.
  6. Present and use the information.
  7. Implement corrective or remedial activities.

A service review should be done annually or can be more frequent.

Additional Information:

For questions, additional information, or feedback please contact Client Services and Support using the ITS Feedback form.