A clear definition must be provided for all reports as to the intention and purpose of the report, its target groups and, in particular, the data sources. Reporting needs identified from customer requirements must be met.

The success of all service management processes depends upon the utilization of the information from the service reports. The management decisions, together with corrective action, must be based on the results of the service reports and communicated to all relevant parties.

Less is often more. This applies very specifically in the case of service reports. We recommend that reports should only be produced on the basis of agreed and documented customer requirements and those of the internal IT management. In this context, the relationships with both internal as well as external suppliers should also be illustrated to enable the entire service chain to be reviewed.

For comparison see the Service Reporting Prozess according ITIL V3.