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Service Evaluation

Best Practice according to ITIL^® and ISO 20000

Service Evaluation performs regular reviews of the IT Services and the IT Infrastructure Services to detect improvement potentials in terms of service quality and economic benefits. Realization is triggered.

Service Evaluation is in the classic lifecycle-view part of Service Improvement.

In ITIL^® 4 Service Evaluation is part of General Management Practices - Measurement and Reporting Practice

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Processes of Service Evaluation in detail

Process in the ITSM Process Library		Expected process result

Service Review		Periodical review of the IT Services for possible economic and customer oriented improvements

Main information flows and interfaces of Service Evaluation

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(Documents within information flows only visible in our reading access to the ITSM Process Library)

Responsible roles

Continual Service Improvement Manager

Performance indicators

KPIs of Service Evaluation

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