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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 | <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> | ||
Latest revision as of 17:24, 26 March 2025
Definition
A 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.
Related YaSM service management process: Operate the services
More checklists and document templates: Service management checklists
Typical contents
A service quality report typically contains the following information:
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).
| Content | Description |
|---|---|
Name / identifier |
Service name and / or identifier. |
Service owner |
The service owner is the individual with ultimate responsibility for supplying the service in line with the service definition and any service agreements. |
Time period |
Time period covered by the report |
Document distribution |
A list of the recipients receiving the report. |
Agreed vs. achieved service quality |
This section contains a comparison of achieved vs. contractually agreed service quality, in terms of
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. |
Service incidents |
If incidents such as service interruptions have occurred, these should be highlighted, including
|
Any other issues |
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. |
Need for action |
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. |
| This section may include references to other relevant information, for example statistical evaluations on which the service quality report is based. | |
Additional information |
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:
| Service quality report: Document information | |
|---|---|
| Document name | ... |
| Status | ... |
| Storage location | ... |
| Distribution list | ... |
| Version | Version date | Author(s) | Modifications | Authorization date | Authorized by |
|---|---|---|---|---|---|
| ... | ... | ... | ... | ... | ... |
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.
Notes
Is based on: YaSM "Service quality report" template from the YaSM Process Map.
By: Stefan Kempter 
and Andrea Kempter , IT Process Maps.
Definition › Contents › Agreed vs. achieved service quality › Service incidents › Remark
