Service Reporting Workshop

SLA performance ChartIn the context of service reporting, it is crucial to have the ability to succinctly summarize the raw data.

As a director, it is important to understand that your managers are dealing with the day-to-day realities of the company: your peers however receive the reports only once a month (or perhaps even less often). They rely on others to interpret the information for them. It is not always easy to determine if performance is improving or deteriorating, and charts can be difficult to interpret. In a chart, is the performance data above a Service Level Agreement (SLA) line a good thing or bad? Is a problematic situation now under control? ... or has complacency led to the loss of process control?

As demonstrated in the Decision Making workshop, not everybody can interpret numerical data or charts with equal ease. It is probably not obvious to your managers how one simple change to a chart can remove all doubt.

The manager may need to present different and more detailed charts to their team, the people doing the work. This will affirm to the team that their manager has got their finger on the pulse. The team can also see any trends in the wrong direction: they don't need the meaning spelling out to them.

Be clear in your own mind what are three Critical Success Factors (CSFs) you can accept accountability for and be ruthless about ensuring that when it comes to your own annual review, these are all clearly good news. You do not want the remuneration committee to be in any doubts.


A two-day workshop on service assessment and reporting.
What kind of business is this for?
Any business: from solopreneur upwards.
Who is it for?
SME Company Directors
Senior Managers
Management protégés
Management KTP Associates

Why attend?
Learn what makes for good reporting
Learn why there should be different reports for each audience.
Business Benefits
  • Improve appropriate reporting to executive management.
  • Better decisions based on facts that are understood.
  • Identify the better projects for business improvements.
Topics Covered
  • Introduction to Service Reporting

    - An overview of the purpose, benefits, and key concepts of service reporting, including common types of service reports, their structure and content.
    - Context of Continual Service Improvement (CSI).

  • Data Collection and Analysis

    - Techniques for collecting and analysing service data, including data collection methods, data analysis tools, and data visualisation techniques.
    - Converting data into knowledge.

  • Metrics

    - Key Performance Indicators (KPIs) and Critical Success Factors (CSFs)
    - How to define and measure performance, and how to use metrics to support decision-making.

  • Report Writing and Presentation

    - How to write and present service reports, including report structure, formatting, and use of graphics and charts to convey information effectively.

  • Tools and Technology

    - Overview of tools and technology used in service reporting, including software and tools for data analysis, visualisation, and presentation.

  • Best Practices

    - Overview of data management and change management.

  • Service Agreements

    - Operational Level Agreements (OLAs) and Service Level Agreements (SLAs).
    - The importance of OLAs and SLAs and how they relate to KPIs and CSFs.

  • Continual Improvement

    - How to use service reporting to improve customer satisfaction and ultimately customer retention.
    - Ruthless priorities

There will be exercises during the day plus an overnight 'homework'.
Bordon BASE (Opens a new window), Barbados Road, Bordon, Hampshire, GU35 0FX.
Fareham Innovation Centre (Opens a new window), Meteor Way, Fareham, Hampshire, PO13 9FU.
Spring 2024
Dates to be confirmed: a consecutive Tuesday & Wednesday
£1,700 for the two days
Includes refreshments and midday meal.

Students: Sponsored students, being booked a place by their college or university, may be eligible for a full 100% fee waiver.
Bursaries: Students may also be eligible for a travel and accommodation bursary from their sponsor.
Micro-Businesses: A discount of 50% is available to micro-businesses.

Dress code
Business casual.
Next Steps
send email If you are interested in being informed of future dates, please write to enquiries@itsm-support.com.