What practice does ITIL recommend for assessing the effectiveness of services?

The recommended practice for assessing the effectiveness of services in ITIL is to regularly review service performance against defined key performance indicators (KPIs) and service level agreements (SLAs). This approach provides a structured and objective means of measurement, allowing organizations to gauge how well services are performing in terms of predetermined criteria.

By consistently reviewing performance metrics, organizations can identify trends, areas for improvement, and ensure alignment with business objectives. KPIs offer quantitative data that can reveal insights about service availability, reliability, and overall quality, while SLAs establish the expected level of service that aligns with customer needs. This ongoing assessment encourages continuous improvement and the ability to make data-driven decisions.

In contrast, reviewing services only once per year does not allow for timely adjustments or responses to change, potentially leading to outdated practices and unmet needs. Prioritizing anecdotal feedback over quantitative measures lacks the objectivity and coverage that structured assessments provide, while relying solely on customer complaints disregards the broader data needed to understand service effectiveness comprehensively. Therefore, the practice of regular reviews against defined KPIs and SLAs is essential for sustained service quality and responsiveness.