SAMPLE ASSESSMENT
See what an IT Service Quality Assessment delivers.
The example below shows how an assessment connects incident records to management questions and improvement actions.
Illustrative example using fictional tickets. This is not a client case study or evidence of achieved results.
Example finding: recurring printing incidents need a documented review.
EXECUTIVE SUMMARY EXAMPLE
Three fictional tickets report the same printing symptom at one site. The closing notes record a restart and restored printing. They do not document a confirmed underlying cause or a prevention action.
The evidence supports reviewing recurrence and resolution documentation. It does not establish that every incident had the same cause or that the technicians performed no diagnostic testing.
What the records show, and what they do not.
EVIDENCE EXAMPLES
Fictional reference
What the record shows
What remains unanswered
Question for the provider
Printing resumed after a restart; no cause recorded
Was the restart a workaround or corrective action?
What evidence supported closure?
Same printing symptom at the same site later in the month
Was this related to DEMO-101?
Were the incidents compared and linked?
Printing symptom recurred; closure again records a restart
What action addresses recurrence?
Who owns the recurring problem review?
A cloud upload incident remained open while awaiting a user reply
How much elapsed time was diagnostic work?
Can waiting periods be separated from active investigation?
A report designed for management action
REPORT SECTIONS
Executive Summary
Priority findings and the decisions they affect.
Diagnostic evidence
Examples of reasoning, testing, validation, and documentation.
Scope and data coverage
Records reviewed, exclusions, and measurement limits.
Provider questions
Clarifications supported by specific ticket references.
Service Patterns
Recurrence, reopenings, handoffs, and escalation patterns.
Improvement plan
Recommended actions and follow-up measures.
Who does what, and how completion is shown.
ILLUSTRATIVE ACTION TRACKER
Proposed action
Proposed owner
Timing
Evidence of completion
Review the three printing incidents for a shared cause
Provider service lead
Agree at the next service review
Linked incident review with findings
Record the evidence supporting closure on recurring incidents
Provider support manager
Agree an implementation date
Reviewed sample of updated closing notes
Separate waiting periods from investigation milestones
Buyer and provider reporting owners
Agree during report definition
Documented status and timestamp definitions
Review whether printing recurrence continues
Buyer IT lead and provider service lead
Next reporting cycle
Comparison using the same scope and definitions
