Service Report
ISO/IEC 20000 Toolkit Version 7 ©CertiKit
Service Report
Implementation Guidance (The header page and this section must be removed from final version of the document)
Purpose of this document The Service Report template sets out one option for delivering service-related metrics to the customer.
Areas of the standard addressed The following areas of the ISO/IEC 20000:2011 standard are addressed by this document: 6. Service delivery processes 6.2 Service reporting
General Guidance This template is intended as a monthly or quarterly formal service report to the customer. You may decide to present the information in a different format or via an intranet depending on the facilities available. There are many figures that could be included here and discussion should be had with the customer(s) to identify which ones they regard as meaningful and useful.
Review Frequency We would recommend that this document is reviewed annually.
Toolkit Version Number ISO/IEC 20000 Toolkit Version 7 ©CertiKit.
Document Fields This document may contain fields which need to be updated with your own information, including a field for Organization Name that is linked to the custom document property “Organization Name”. To update this field (and any others that may exist in this document): 1. Update the custom document property “Organization Name” by clicking File > Info > Properties > Advanced Properties > Custom > Organization Name
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2. Press Ctrl a on the keyboard to select all text in the document (or use Select, Select All on the ribbon) 3. Press F9 on the keyboard to update all fields 4. When prompted, choose the option to just update TOC page numbers If you wish to permanently convert the fields in this document to text i.e. so that they are no longer updateable, then you will need to click into each occurrence of the field and press Ctrl Shift F9. If you would like to make all fields in the document visible then go to File > Options > Advanced > Show document content > Field shading and set this to “Always”. This can be useful to check that you have updated all fields correctly. Further detail on the above procedure can be found in the Toolkit Completion Instructions within the Project Resources folder.
Copyright notice Except for any third party works included in this document, as identified in this document, this document has been authored by CertiKit, and is © copyright CertiKit except as stated below. CertiKit is a trading name of Public I.T. Limited, a company registered in England and Wales with company number 6432088 and registered office at 5 Falcons Rise, Belper, Derbyshire, DE56 0QN.
Licence terms This document is licensed on and subject to the standard licence terms of CertiKit, available on request, or by download from our website. All other rights are reserved. Unless you have purchased this product you only have an evaluation licence. If this product was purchased, a full licence is granted to the person identified as the licensee in the relevant purchase order. The standard licence terms include special terms relating to any third party copyright included in this document.
Disclaimer Please Note: Your use of and reliance on this document template is at your sole risk. Document templates are intended to be used as a starting point only from which you will create your own document and to which you will apply all reasonable quality checks before use. Therefore please note that it is your responsibility to ensure that the content of any document you create that is based on our templates is correct and appropriate for your needs and complies with relevant laws in your country. You should take all reasonable and proper legal and other professional advice before using this document. CertiKit makes no claims, promises, or
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[Replace with your logo]
Service Report MMM to MMM YYYY
Document Ref. Version: Dated: Document Author: Document Owner:
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Revision History Version Date
Revision Author
Summary of Changes
Distribution Name
Title
Approval Name
Version 1
Position
Signature
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Contents 1
INTRODUCTION ....................................................................................................................................... 7
2
SUMMARY OF PERFORMANCE AGAINST SERVICE LEVEL TARGETS .................................. 8
3
SERVICE DESK PERFORMANCE ......................................................................................................... 9 3.1 INCIDENTS ............................................................................................................................................. 9 3.1.1 Number of Incidents logged and closed by month ........................................................................ 9 3.1.2 Percentage of Incidents Resolved within SLA .............................................................................. 9 3.1.3 First Line Percentage Fix Rates ................................................................................................. 10 3.1.4 Logged Incidents by Priority ...................................................................................................... 11 3.1.5 Top 10 Categories of Incidents ................................................................................................... 11 3.2 SERVICE REQUESTS ............................................................................................................................. 12 3.2.1 Number of Requests logged and fulfilled by month .................................................................... 12 3.2.2 Requests fulfilled within SLA ...................................................................................................... 12
4
SERVICE AVAILABILITY .................................................................................................................... 13 4.1 4.2 4.3 4.4 4.5 4.6 4.7
5
EMAIL SERVICE ................................................................................................................................... 13 INTERNET SERVICE .............................................................................................................................. 13 ABC SERVICE ...................................................................................................................................... 14 ALL OTHER SERVICES AVERAGE........................................................................................................... 14 PLANNED WITHDRAWALS OF SERVICE DURING REPORTING PERIOD ................................................... 15 UNPLANNED WITHDRAWALS OF SERVICE DURING REPORTING PERIOD ............................................... 15 FUTURE PLANNED WITHDRAWAL OF SERVICE..................................................................................... 15
IT SERVICE IMPROVEMENT.............................................................................................................. 16 5.1 5.2
IMPROVEMENT ACTIVITIES DURING REPORTING PERIOD ..................................................................... 16 SERVICE IMPROVEMENTS PLANNED ..................................................................................................... 16
List of Figures FIGURE 1 - INCIDENTS OPENED AND CLOSED ........................................................................................................ 9 FIGURE 2 - INCIDENTS RESOLVED WITHIN SLA ................................................................................................... 10 FIGURE 3 - FIRST LINE FIX RATES ........................................................................................................................ 10 FIGURE 4 - INCIDENT PRIORITIES ......................................................................................................................... 11 FIGURE 5 - TOP 10 INCIDENT CATEGORIES ......................................................................................................... 11 FIGURE 6 - SERVICE REQUESTS OPENED AND FULFILLED ................................................................................... 12 FIGURE 7 - REQUESTS FULFILLED WITHIN SLA ................................................................................................... 12 FIGURE 8 – EMAIL SERVICE AVAILABILITY ........................................................................................................... 13 FIGURE 9 - INTERNET SERVICE AVAILABILITY ....................................................................................................... 13 FIGURE 10 - ABC SERVICE AVAILABILITY ............................................................................................................ 14 FIGURE 11 - AVAILABILITY OF OTHER SERVICES.................................................................................................. 14
List of Tables TABLE 1 - PERFORMANCE SUMMARY ..................................................................................................................... 8 TABLE 2- PLANNED SERVICE WITHDRAWALS ....................................................................................................... 15 TABLE 3 - UNPLANNED SERVICE WITHDRAWALS.................................................................................................. 15 TABLE 4 - FUTURE PLANNED SERVICE WITHDRAWALS ........................................................................................ 15 TABLE 5 - IMPROVEMENT ACTIVITIES ................................................................................................................... 16 TABLE 6 - PLANNED SERVICE IMPROVEMENTS .................................................................................................... 16
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1 Introduction The purpose of this document is to act as a regular communication tool between [Service Provider] and the [Organization Name] management team. This document will report against the metrics contained within the Service Level Agreement in order to give a measure of performance and provide additional information regarding trends and activities within [Service Provider]. This report covers the period [Month] to [Month] YYYY. The service management processes within IT are currently under significant change and it is anticipated that the accuracy and scope of the available reporting will improve over time. Many of the service level targets detailed in this document are subject to agreement with the business. This document is intended to be a tool for discussion regarding the content, frequency and level of detail of the reporting of IT performance.
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2 Summary of Performance against Service Level Targets The following table summarises actual performance against the targets set in the SLA in the specified area. Service Level Incident
Service Requests
Service Availability
Description
Target
The percentage of incidents for which the target resolution timescales for the assigned priority are met The percentage of Service Requests for which the target fulfilment timescales are met % of incidents that are resolved 1st Line
X%
The target availability for the [application] service The target availability for the [application] service The target availability for the Internet service The target availability for all other services
Actual this Quarter Y%
X%
Y%
X%
Y%
X%
Y%
X%
Y%
X%
Y%
X%
Y%
Table 1 - performance summary
Further sections of this report give more information in each of these areas.
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3 Service Desk Performance Various aspects of Service Desk performance are shown in the following charts with a brief narrative where appropriate. 3.1
Incidents
3.1.1
Number of Incidents logged and closed by month
Incidents opened and closed 1800 1600
No. incidents
1400 1200 1000 800
Opened
600
Closed
400 200 0 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Month
Figure 1 - Incidents opened and closed
The number of incidents logged by the service desk during the reporting period was higher/lower/as expected for the time of year. The main reasons for this are understood to be: •
3.1.2
[explain any factors that may have affected the number of incidents logged e.g. major outages, increased number of users, seasonal variations] Percentage of Incidents Resolved within SLA
The percentage of incidents that were resolved within the SLA target is shown in the chart on the following page. In general the performance against SLA targets has been good, with exception of September where staffing issues caused the service level provided to fall below the target of 90%.
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% incidents resolved within SLA % resolved within SLA
100% 95% 90% 85% 80% 75% Jan
Feb Mar Apr May Jun
Jul
Aug
Sep
Oct
Nov Dec
Month
Figure 2 - Incidents resolved within SLA
3.1.3
First Line Percentage Fix Rates
The percentage of incidents that were fixed at first line is shown in the chart below.
% fixed at first line 95%
% fixed
90% 85% 80% 75% 70% Jan
Feb Mar Apr May Jun
Jul
Aug Sep
Oct Nov Dec
Month
Figure 3 - First line fix rates
This shows that the target of 80% is frequently exceeded. Again, September’s figure was affected by resourcing issues within the service desk.
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3.1.4
Logged Incidents by Priority
The pie chart below shows the breakdown of incidents by priority for the month of December.
Incident priorities in Dec 20
99
P1
375
P2 P3 P4
494
Figure 4 - Incident priorities
3.1.5
Top 10 Categories of Incidents
The top 10 categories of incidents are shown in the chart below. Many of these are areas in which problem management resource continues to be allocated.
No. incidents
Top 10 incident categories for Dec 120 100 80 60 40 20 0
Category
Figure 5 - Top 10 incident categories
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3.2
Service Requests
3.2.1
Number of Requests logged and fulfilled by month
The number of service requests submitted to the service request and the number fulfilled by month is shown in the chart below.
Service requests opened and fulfilled No. service requests
700 600 500 400 300
Opened
200
Closed
100 0 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Month
Figure 6 - Service requests opened and fulfilled
The sharp drop in Dec is most likely due to the holiday period and the closure of the Seattle office. 3.2.2
Requests fulfilled within SLA
The percentage of service requests fulfilled within the SLA target timescales is shown in the chart below.
% service requests fulfilled within SLA 100%
% fulfilled
80% 60% 40% 20% 0% Jan Feb Mar Apr May Jun
Jul
Aug Sep Oct Nov Dec
Month
Figure 7 - Requests fulfilled within SLA
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4 Service Availability 4.1
Email Service
The availability of the service is shown in the chart below.
% Service Availability 100.00
% availability
99.50 99.00 98.50 98.00 97.50 Jan Feb Mar Apr May Jun
Jul
Aug Sep Oct Nov Dec
Month
Figure 8 – Email Service availability
4.2
Internet Service
The availability of the Internet service is shown in the chart below.
% Service Availability 100.00
% availability
99.50 99.00 98.50 98.00 97.50 Jan Feb Mar Apr May Jun
Jul
Aug Sep Oct Nov Dec
Month
Figure 9 - Internet service availability
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4.3
ABC Service
The availability of the ABC service is shown in the chart below.
% Service Availability 100.00
% availability
99.50 99.00 98.50 98.00 97.50 Jan Feb Mar Apr May Jun
Jul
Aug Sep Oct Nov Dec
Month
Figure 10 - ABC service availability
4.4
All other services average
The availability of all other services is shown in the chart below.
% Service Availability 100.00
% availability
99.50 99.00 98.50 98.00 97.50 Jan Feb Mar Apr May Jun
Jul
Aug Sep Oct Nov Dec
Month
Figure 11 - Availability of other services
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4.5
Planned Withdrawals of Service during Reporting Period
Planned service withdrawals were carried out on the following occasions within the reporting period.
Date ddmmyyyy
Time Hh:mm
Services Affected Email Internet
Length 1 hour
Reason Upgrade of network router
Table 2- Planned service withdrawals
Notice was given for these withdrawals according to the guidelines set out in the SLA. 4.6
Unplanned Withdrawals of Service during Reporting Period
On the following occasions service had to be withdrawn at short notice due to unexpected circumstances.
Date ddmmyyyy
Time Hh:mm
Services Affected Email ABC service
Length 2 hours
Cause Emergency change to server disk configuration
Table 3 - Unplanned service withdrawals
The major incident report for these incidents are available on request.
4.7
Future Planned Withdrawal of Service
During the next reporting period the following withdrawals of service are currently planned.
Date ddmmyyyy
Time Hh:mm
Services Affected Email
Length 4 hours
Reason Upgrade of software version
Table 4 - Future planned service withdrawals
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5 IT Service Improvement 5.1
Improvement Activities during Reporting Period
The following improvement activities were completed during the reporting period.
Service Internet
Improvement A faster connection was installed
Benefits Internet browsing is now quicker and more users can be supported
Comments This was requested as part of a recent user satisfaction survey
Table 5 - Improvement activities
5.2
Service Improvements Planned
The following service improvements are planned during the next reporting period.
Service Email
Improvement New functionality in calendaring
Benefits Users will be able to view staff calendars more easily
Comments This was requested at a management meeting in Nov
Table 6 - Planned service improvements
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