An IT Service Reporting Framework for Effective Implementation of ITIL Continual Service Improvement Process Conforming to ISO/EC 20000

摘要

In this paper, an IT service reporting framework has been presented to help organizations in implementing IT service improvement process in accordance with ISO/IEC 20000 PDCA-cycle and reporting requirements. It defines six types of reports and includes guidelines for automation of these different types. Afterward, a process for reporting by focusing on defining report templates based on the organization requirements is provided. Proposed report types, process flow, ARCI matrix, and, process integration points as a general IT service reporting framework, helps organizations to organize their communication using reports.