Assessment References
An organization should establish a suitable frequency of reporting and review, depending upon the importance of the review. Providing results in graphical form is useful for presenting management overviews on major areas of interest. Suggested review periods and levels are set out below.
Daily reviews of individual Incident and Problem status against service levels
These should report:
- areas requiring escalation by group
- possible service breaches
- all outstanding Incident
Weekly management reviews
These should highlight:
- service availability
- major Incident areas that:
- occur the most often
- staff spend the most time working on
- take the longest time to turnaround to the customer
- related Incident that require Problem records to be generated
- Known Errors and required Changes
- service breaches
- customer satisfaction
- trends, major services affecting the business
- staff workloads.
Monthly management reviews
These should report on:
- service availability
- overall performance, achievements and trend analyses
- individual service target achievements
- customer perceptions and levels of satisfaction
- customer training and education needs
- support staff and third-party performance
- application and technology performance
- content of review and reporting matrix
- cost of service provision/failure.
- Proactive service reports
Reporting, whether online or in textual form, is also essential for proactive support at the Service Desk. Consider the following reports to aid this:
- planned Changes for the following week
- major Incident/Problems/Changes from the previous week, along with any Workarounds, fixes etc
- 'unsatisfied' customer Incident from previous weeks
- previous weeks 'poorly performing infrastructure items (eg, server, network, application).
Source: ITIL Service Management, Section 4.9.2