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FitSM Template Basic Service Report 1.0

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Ku Zaharul Asyraf Ku Zainol Abidin
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23 views5 pages

FitSM Template Basic Service Report 1.0

Uploaded by

Ku Zaharul Asyraf Ku Zainol Abidin
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Template: Basic Service Report

Version 1.0

This work is licensed under a Creative Commons


Attribution 4.0 International License.
www.fiitsm.itemo.org
Template: Basic Service Report

Table of Contents
1. Context..........................................................................................................................................3
2. General overview of performance in the period...........................................................................4
3. Performance against service/operational targets..........................................................................4
4. Issues and events arising in the period..........................................................................................4
5. Measures planned.........................................................................................................................5
6. Foreseen events or changes..........................................................................................................5
7. Document control..........................................................................................................................5

FitSM was originated by the FedSM project – a project co-funded by the European Commission under contract
number 312851.
Template: Basic Service Report

1. Context

This template provides a generic structure to be applied for defining and documenting a basic
service report (on compliance with an SLA) or a basic operational report (on compliance with an OLA
or UA) to support effective decision-making, ensure clients and customers are informed on
performance against targets.

For this template and its contents, the terminology (terms and definitions) according to FitSM-0
applies.

Applying this guide may support compliance against the requirements listed in FitSM-1. More
specifically, this guide refers to the following general requirements in PR3: Service Reporting.

PR3.3 Service reports shall be produced. Service reporting shall include performance against
agreed targets, information about significant events and detected nonconformities.

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Template: Basic Service Report

[Report title]
Report title Brief title of the report indicating general identity
Service Provider Which service provider
Service Which service does the report relate to, named as in provider service
catalogue
Audience Who is the report for, customer and role
Delivery How is the report delivered, to what email or physical address etc.
Purpose What is this report supposed to do? What decisions should it support?
Period What period does the report cover, what frequency with which is it
released
Date of Report When the report is issued
Date of next report When the next report will be issued
Related Agreements Relate to the identifier of the SLA, OLA or UA (or other well defined
agreement) does the report relate to.

2. General overview of performance in the period


Short prose overview of what happened in the period. Things went well? There were problems but
they were addressed? There were significant problems that persist and must be dealt with?

3. Performance against service/operational targets


Show performance against targets specified in SLAs/OLAs/UAs at specified interval, and for any sub
periods within it. For example, for an annual report but with targets that are calculated monthly, for
each target twelve figures showing each monthly performance plus the overall average.

Component Service Target figure Average - Average - Overall


Parameter sub period 1 sub period 1 average for
the period
e.g. network e.g. availability e.g. 90% e.g. 85% e.g. 95% e.g. 90%

4. Issues and events arising in the period


Explain issues, such as SLA/OLA/UA violations or other problems in performance. Also consider other
events that may not lead to violations, such as planned downtime, or problems in services there is a
dependency on.

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Template: Basic Service Report

5. Measures planned
Explain measures planned to mitigate issues in this period mention in 2.3 above.

6. Foreseen events or changes


Note upcoming events or changes impacting the service and SLAs/OLAs/UAs that are the subject of
this report. For instance planned ending or renegotiation of the agreements, planned major
upgrades to the service or infrastructure behind it.

7. Document control
Document ID [Unique document identifier]
Document title [Service Report]: [[INSTANCE TITLE PLACEHOLDER]]
Definitive storage location [Storage location, e.g. URL of the file on a server or document
management system]
Document owner [Name of the person primarily responsible for maintaining and
reviewing this document]
Version [Version]
Last date of change [Date]
Next review due date [Date]
Version & change tracking [Version history & simple change log]

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