Service Quality Report - Template - Revision history

Andrea at 15:24, 26 March 2025

2025-03-26T15:24:52Z

← Older revision		Revision as of 17:24, 26 March 2025
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	~~<p> </p>~~

	==Definition==		==Definition==
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	<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-templates/Service-quality-report.jpg" title="Service quality report (checklist / document template)"><img srcset="https://yasm.com/wiki/en/img/yasm-templates/480px/Service-quality-report.jpg 480w, https://yasm.com/wiki/en/img/yasm-templates/Service-quality-report.jpg ~~834w~~" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-templates/Service-quality-report.jpg" fetchpriority="high" decoding="async" width="480" height="~~679~~" class="mw-file-element" alt="Service quality report template. YaSM service management document templates and checklists (example)." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-templates/Service-quality-report.jpg" title="Service quality report (checklist / document template)">Service quality report</a></b><br />(YaSM checklist / document template)</span></figcaption></figure></div></html>		<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-templates/Service-quality-report.jpg" title="Service quality report (checklist / document template)"><img srcset="https://yasm.com/wiki/en/img/yasm-templates/480px/Service-quality-report.jpg 480w, https://yasm.com/wiki/en/img/yasm-templates/Service-quality-report.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-templates/Service-quality-report.jpg" fetchpriority="high" decoding="async" width="480" height="480" class="mw-file-element" alt="Service quality report template. YaSM service management document templates and checklists (example)." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-templates/Service-quality-report.jpg" title="Service quality report (checklist / document template)">Service quality report</a></b><br />(YaSM checklist / document template)</span></figcaption></figure></div></html>

	<span style="word-wrap:normal;"><span id="md-webpage-description" itemprop="description">A <b><span style="color:#465674;">service quality report</span></b> gives insight into the service provider's ability to deliver the agreed service quality. Most importantly, it reports on the service levels achieved in relation to the agreed targets, as specified in the service definitions. Service quality reports will also highlight any breaches of contractual commitments and exceptional events.</span></span>		<span style="word-wrap:normal;"><span id="md-webpage-description" itemprop="description">A <b><span style="color:#465674;">service quality report</span></b> gives insight into the service provider's ability to deliver the agreed service quality. Most importantly, it reports on the service levels achieved in relation to the agreed targets, as specified in the service definitions. Service quality reports will also highlight any breaches of contractual commitments and exceptional events.</span></span>

Andrea at 16:02, 16 October 2024

2024-10-16T16:02:28Z

← Older revision		Revision as of 18:02, 16 October 2024
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	<html~~><div style="float:right;"~~><div itemid="https://yasm.com/wiki/en/img/yasm-templates/Service-quality-report.jpg" itemscope itemtype="https://schema.org/ImageObject">		==Definition==
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	<~~div class="thumbcaption" style="margin:0px 0px 25px 35px"~~><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-templates/Service-quality-report.jpg" title="Service quality report (checklist / document template)">Service quality report</a></b~~></span~~><br />(YaSM checklist / document template)</~~div~~></~~div~~></div></html>

	<span style="word-wrap:normal;">~~'''<span id="Definition">Definition:</span>''' ~~<span id="md-webpage-description" itemprop="description">A~~&nbsp~~;~~[[Service Quality Report - Template\|~~service quality report]] gives insight into the service provider's ability to deliver the agreed service quality. Most importantly, it reports on the service levels achieved in relation to the agreed targets, as specified in the service definitions. Service quality reports will also highlight any breaches of contractual commitments and exceptional events.</span></span>		<span style="word-wrap:normal;"><span id="md-webpage-description" itemprop="description">A <b><span style="color:#465674;">service quality report</span></b> gives insight into the service provider's ability to deliver the agreed service quality. Most importantly, it reports on the service levels achieved in relation to the agreed targets, as specified in the service definitions. Service quality reports will also highlight any breaches of contractual commitments and exceptional events.</span></span>

	'''Related YaSM service management process''': [[LP4:_Operate_the_services\|Operate the services]]		'''Related YaSM service management process''': [[LP4:_Operate_the_services\|Operate the services]]
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	__TOC__		__TOC__
	<br style="clear:both;"/>		<br style="clear:both;"/>

			==Typical contents==

	<span id="Contents">A service quality report typically contains the following information:</span>		<span id="Contents">A service quality report typically contains the following information:</span>
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Andrea at 15:45, 30 December 2023

2023-12-30T15:45:54Z

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Andrea: Created page with "Service Quality Report - Template | YaSM Service Management Wiki
2023-05-31T14:41:13Z

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<span style="word-wrap:normal;">'''<span id="Definition">Definition:</span>''' <span id="md-webpage-description" itemprop="description">A [[Service Quality Report - Template|service quality report]] gives insight into the service provider's ability to deliver the agreed service quality. Most importantly, it reports on the service levels achieved in relation to the agreed targets, as specified in the service definitions. Service quality reports will also highlight any breaches of contractual commitments and exceptional events.</span></span>

'''Related YaSM service management process''': [[LP4:_Operate_the_services|Operate the services]]

'''More checklists and document templates''': [[Service Management Checklists|Service management checklists]]
<p> </p>

TOC
<br style="clear:both;"/>

<span id="Contents">A service quality report typically contains the following information:</span>

<i>Note: Some service properties may not need to be described for particular services (for example, if a service is not customer-facing, there may be no need to deal with complaints).</i>
<p> </p>

{| class="wikitable" style="background: white;"
|-
|+ style="background:#465674; color:#ffffff; font-size: 110%" colspan="2"|Service Quality Report - Contents
|-
!style="background:#eeeeee; "|Content
!style="background:#eeeeee; "|Description
|- style="vertical-align: top;"
|<h5>Name / identifier</h5>
|Service name and / or identifier.
|- style="vertical-align: top;"
|<h5>Service owner</h5>
|The service owner is the individual with ultimate responsibility for supplying the service in line with the service definition and any service agreements.
|- style="vertical-align: top;"
|<h5>Time period</h5>
|Time period covered by the report
|- style="vertical-align: top;"
|<h5>Document distribution</h5>
|A list of the recipients receiving the report.
|- style="vertical-align: top;"
|<h5>Agreed vs. achieved service quality</h5>
|This section contains a comparison of achieved vs. contractually agreed service quality, in terms of
* Service levels, in particular
* Service availability, as defined in the service definition
* Service capacity and performance, as defined in the service definition.
* Service functionality (features offered by the service).
In many cases it will also be appropriate to include a trend analysis, providing insight into how service quality changes over time or when service capacity limits will be reached.
|- style="vertical-align: top;"
|<h5>Service incidents</h5>
|If incidents such as service interruptions have occurred, these should be highlighted, including
* Description of the incident
* Root causes
* Measures taken to resolve the issue
* Measures taken to avoid similar incidents in the future.
|- style="vertical-align: top;"
|<h5>Any other issues</h5>
|This section should record any other issues regarding service quality that must be brought to the attention of customers, service owners, service improvement managers or other interested parties.
|- style="vertical-align: top;"
|<h5>Need for action</h5>
|If any areas were detected where corrective action is necessary, those areas should be stated together with a description of what is required to improve the situation. This information can then be picked up during service reviews and lead to service improvement initiatives.
|- style="vertical-align: top;"
|<h5>References to other related information</h5>
|This section may include references to other relevant information, for example statistical evaluations on which the service quality report is based.
|- style="vertical-align: top;"
|<h5>Additional information</h5>
|Notes and additional information.
|}

==Document control information==
As service quality reports are controlled documents, they must contain document control information, as in the following example:

{| class="wikitable" style="background: white;"
|-
!+ style="background:#465674; color:#ffffff; font-size: 110%" colspan="2"| Service quality report: Document information
|-
| Document name
| ...
|-
| Status
| ...
|-
| Storage location
| ...
|-
| Distribution list
| ...
|}

<p> </p>

{| class="wikitable" style="background: white;"
|-
|+ style="background:#465674; color:#ffffff; font-size: 110%" colspan="6"|Version history
|-
!style="background:#eeeeee; "|Version
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<p> </p>

==Status values and lifecycle==
(This information is included in the lifecycle diagram for the service quality report contained in the YaSM® Process Map.)

==Remark==
* Service quality reports are at times referred to as "service level reports". Reporting on achieved vs. agreed service levels is an important part of the reports but other aspects of service quality also need to be covered. This is why "service quality report" is the preferred term in YaSM.

<p> </p>

==Notes==
Is based on: YaSM "Service quality report" template from the [https://yasm.com/en/products/yasm-process-map YaSM Process Map].

<html>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.

<p> </p>

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[[Category:YaSM checklist]][[Category:YaSM term (data object)]]