ITSM ASSIST LIMITED: REPORTING POLICY TEMPLATE

ITSM Assist Limited

REPORTING POLICY
TEMPLATE

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 ITSM ASSIST LIMITED: REPORTING POLICY TEMPLATE

Contents
Introduction ................................................................................................................................6
Purpose .......................................................................................................................................6
General Guidance .......................................................................................................................6
Planning Reports ....................................................................................................................6
Reasons for Measurement .....................................................................................................6
Types of Measurement...........................................................................................................6
Reports to the Business ..............................................................................................................7
IT Operational Reports ...............................................................................................................8
Interfaces with Other Practices ..................................................................................................9
Conclusion ............................................................................................................................... 10

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 ITSM ASSIST LIMITED: REPORTING POLICY TEMPLATE

This is a template document for the purpose of providing an example only and therefore,
should be modified to suit accordingly.

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Service Reporting Policy

Document Ref. ITSMXXXXX

Version: 1.0
Draft 1

Document Author:

Document Owner:

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Revision History

Version Date RFC Number Summary of Changes

Document Review

Date of Next Scheduled Review

Distribution

Name Title

Approval

Name Position Signature Date

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Introduction
Service Reporting underpins many other practices included within the scope of our IT service
management (ITSM) framework and service value system (SVS), with particular attention to
Service Level Management (SLM) and Business Relationship Management (BRM).

This policy defines the Service Reports in terms of how they should be implemented within
[Organisation name] [Service Provider].

Purpose
The service reporting policy defines the reports that will be produced within the SVS together
with their purpose and associated information.

The purpose of the measurement and reporting practice is to support good decision-making
and continual improvement by decreasing the levels of uncertainty. This is achieved through
the collection of relevant data and assessing it in appropriate contexts

General Guidance
It is important to be clear about the reports produced, the reasons for them and the frequency
when they are produced. It is acknowledged that ad-hoc reporting is necessary however, it is
important that mainstream reporting aligns with [Organisation name] [Service Provider]
current strategic goals and objectives. It is key that the way in which service reports are
defined, agreed, created, and managed is clearly documented and in line with business
requirements. Service reporting make aspects of ITSM visible in terms of business relevancy,
context and meaning.

Planning Reports

The purpose (e.g., why?) should be first established, this should cascade into defined
objectives (e.g., what does a successful result look like?), and this should cascade into
indicators (e.g., what measurable results will indicate success?), and this should cascade into
metrics (e.g., what are the numbers?).

Reasons for Measurement

The four primary reasons for measuring are to validate against targets and objectives,
influence/direct activities and expectations, justify with evidence or proof that a course of
action is required, and to intervene to take corrective action.

Types of Measurement

The types of measurement should focus on progress to demonstrate degrees of achievement,

conformance to demonstrate adherence to governance and regulatory requirements,
effectiveness to demonstrate degrees of utility, efficiency to demonstrate degrees of
warranty, and productivity to demonstrate degrees of throughput.

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Reports to the Business

The following reports will be produced to inform the business about service levels being delivered and act as input to regular discussions about IT services.

Report Purpose Audience Frequency Method of Presentation Data Source(s)

Service Summarise IT activities for the Senior Annual Written report, also made Service desk system;
Management year and act as the basis for management available on the intranet project information
Review discussion of services and
service levels
IT Service Report Summarise service delivered Internal IT and Quarterly Emailed report; also available Service desk system
against agreed service level Customers via intranet
targets
User Satisfaction Feedback to users on results All users of ICT Annual briefing; available on intranet User satisfaction data
Survey Report of survey; establish action services spreadsheet
plan and Continual
Improvement Register (CIR)
entries.

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IT Operational Reports
In addition to those reports that are presented to the business (which will also be used by ITSM for planning purposes), the following reports will be produced
to provide an insight into how IT services are being delivered:

Report Purpose Audience Frequency Method of Presentation Data Source(s)

Incidents and requests Trend analysis; and IT Manager Monthly Spreadsheet Service Desk system
raised and closed by resource planning
month
Changes and Problems Trend analysis; and IT Manager Monthly Spreadsheet Service Desk system
raised and closed by resource planning
month
Incidents and requests Proactive problem IT Manager Monthly Spreadsheet Service Desk system
raised by type and sub- management
type
Incidents and requests Proactive problem IT Manager Monthly Spreadsheet Service Desk system
raised by priority management

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Interfaces with Other Practices

The service desk system will be used to record incidents, problems and changes and these records will
be one main source of reporting data.

In addition, value streams will be used to identify workflow and will become another main source of
reporting data such as identifying cycle times, lead times, waiting times, work in progress (WIP) and
throughput.

There should be clear interfaces with the following practices:

• Incident Management
- Major Incident Management process
• Problem Management
• Change Enablement
• Business Relationship Management
• Supplier Management
• Service Level Management
• Capacity and Performance Management
• Availability Management
• Continual Improvement

Each of these practices will provide trend and exception information on a regular basis, most of which
will be incorporated into the regular management review cycle.
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Conclusion
Service reporting is a key factor in setting expectations and informing perceptions of the IT service
that is being delivered. Providing relevant and understandable reports will allow [Organisation name]
[Service Provider] to improve the relationship with the business and form a sound basis for discussion
of user requirements.

The reports set out in this policy will contribute to achieving this objective; further reports should be
defined, and existing ones developed as the business and IT services requirements change.

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