Introduction
A Service Review, done by the Service Management Team and led by a Service Manager is a way to look at service quality or economics of the service from inside or outside of IT. A service review should be done annually or can be more frequent.
| Role |
Description |
Primary Responsibilities |
|
Service Owner
|
The Service Owner is accountable for a specific service (Infrastructure, Application or Professional Service) within an organization.
SME (subject matter expert)
|
- As a result of the data captured in the Standard Servcie Metric (KPI) reports identify any and all improvements and or corrections that need to be made in CSI Register. (including intended use of the service itself etc,.)
- Review and validate reports reflect overall time it takes to complete service from customer request until completion (Estimated SLA)
- Responsible for maintaining all service documentation
|
| Service Management Team |
These are the individuals with overall administrative responsibility for the Service Catalog and define, document and schedule the Service Review process. |
- Creates and maintains the Standard Service Metrics (KPI) and Survey Feedback reports for the service and presents to Service Owner for review.
- Meets with Service owner and validates the reports have been viewed and CSI Register is updated with any improvements or corrections needed.
- Ensures the Service Request overview and form adhere to the standard service template and meet ADA compliancy best practices.
- Makes any needed changes to the service request based on outcomes from Service Review.
|
| Directors |
The Supervisor or Director to whom the Service Owner reports. |
- Reviews standard metric reports and suggested improvements and or corrections as documented in the CSI Register. (including intended use of the service itself etc,.)
- Assigns back up SME as needed.
|
Review Steps
Upon completion of Service Review, the content will be validated in order to determine the accuracy and completion of service review as it relates to the defined process:
- Standard Service Metrics & Feedback reports for this service
Validate the reports have been viewed
As a result of the data captured in the standard metric reports identify any and all improvements and or corrections that need to be made in CSI Register. (including intended use of the service itself etc,.)
Validate reports reflect overall time it takes to complete service from customer request until completion (Estimated SLA)
Verify process map and or narratives exist
Validate the steps and accuracy of process map and or narratives (define the service in it's current state)
- Service Definition Template
Verify and validate information on template is accurate and complete, commonly missed items to note are Estimated SLA, related KB Articles etc.)
Validate Back-up Service and Process Owner are correct
- TeamDynamix Service Content
Validate Service Overview and form, document any improvements and or changes needed in the CSI Register.
Validate KB articles related to the Service are identified & documented on the Service Review Template
Verify the accuracy of the KB articles and enter date reviewed
Conclusion
After reading this article, Service Owners, Staff and Directors should understand their role and responsibilities and the Service Review process.