Reporting

Reporting is the mechanism you use to communicate the level of performance achieved by the service management program in meeting the business needs. As was discussed earlier in this chapter, communication is an essential element of an overall service management strategy, and reporting is one area of that communication.

Reporting includes describing how well the projects included in the service management program are doing in meeting the goals and objectives defined. In this case, you might be communicating the measures produced by the project in meeting the targets that were set for that project. You would be answering the question, did we meet, exceed, or miss the targets that were set? This reporting enables the project team to provide evidence to the stakeholders so that the leadership can assess the relative success or failure of the project. The frequency and format for the reporting would be documented as part of the OCM communication plan described earlier.

There...