The process responsible for discussing reports with customers that show whether services have met their targets is the Continual Service Improvement (CSI) process in IT service management, often associated with ITIL practices. However, more specifically, the Service Level Management (SLM) process is primarily responsible for monitoring service levels, reporting on them, and engaging with customers about whether agreed service targets have been met. SLM negotiates Service Level Agreements (SLAs), monitors service performance, and communicates service level reports to customers to discuss outcomes and improvements
. Key points about Service Level Management relevant to this responsibility include:
- It monitors achieved service levels and compares them with agreed targets.
- It circulates service level reports to customers and stakeholders.
- It forms the basis for discussions with customers about service quality and any necessary improvements
Additionally, continual engagement with customers to discuss reports and reassess goals is recommended as a best practice in client reporting to ensure customer satisfaction and proactive communication
. In summary, the Service Level Management process is responsible for discussing reports with customers showing whether services have met their targets, supported by continual service improvement activities to act on feedback and improve service delivery. References:
- Service Level Management process description and responsibilities
- Confirmation that Continual Service Improvement is involved in discussing service reports with customers
- Best practices in client reporting and proactive discussion with customers
