Service Level Reporting (SD 2.6)

Process ID

Procedure or Decision

Description

Role

SD 2.6.1

Identify reporting type and produce report

Reporting requirements are identified and reports produced based on:

  • Service metrics
  • SLAs
  • Service Catalog
  • Service Improvement updates

Go to SD 2.6.2 to review

Service Level Manager

SD 2.6.2

Review performance

Review metrics available for Service Performance, including Incident resolution and response times. The metrics are validated for accuracy.

Go to SD 2.6.3 to evaluate divergence from agreed targets.

Service Level Manager

SD 2.6.3

Evaluate divergence from agreed targets

The metrics are compared to the service targets for each live SLA.

Go to SD 2.6.4 in order for the Service Level Analyst to produce and collate the Service Reports pack.

Service Level Manager

SD 2.6.4

Produce and collate Service Reports pack

Record findings and document within the Service Reports pack according to the structure agreed within the SLA.

Go to SD 2.6.5 to distribute the Service Reports pack.

Service Level Analyst

SD 2.6.5

Distribute Service Reports pack

The completed Service Report packs are distributed to the Service Level Managers and Customers.

Go to SD 2.7.1 in order for the Service Level Manager to determine the meeting type for the Service Review.

Service Level Analyst