Service Report Template

Instructions

This form is used to document regular service delivery activities, track progress, and communicate status to customers and internal stakeholders. Service reports should be completed:

• Monthly for ongoing support and maintenance contracts
• Bi-weekly or weekly for active implementation projects (as agreed with customer)
• As needed for ad-hoc consulting engagements

How to Complete:

1. Fill in all required fields marked with (*)
2. Use clear, professional language suitable for customer review
3. Highlight both achievements and challenges transparently
4. Submit to Service Delivery Manager for review before sending to customer
5. Store completed reports in the project/customer folder

Responsible: Assigned consultant, project manager, or account manager

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Service Report

Report Information

Field	Details
Report Period*	[Start Date] to [End Date]
Report Date*	[Date]
Prepared By*	[Name and Role]
Customer Name*	[Customer Organization]
Project/Service*	[Project/Service Name]
Contract Reference	[Contract ID or PO Number]

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1. Service Summary

Service Type (check one):

• Implementation Project
• Ongoing Support & Maintenance
• Consulting Services
• SaaS Subscription & Support
• Other: _______________

Overall Status (check one):

• On Track (Green)
• At Risk (Yellow) - minor issues, monitoring
• Off Track (Red) - significant issues, action needed

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2. Key Activities This Period

List the main activities performed during the reporting period:

Activity	Description	Status
1.		[ ] Complete [ ] In Progress [ ] Not Started
2.		[ ] Complete [ ] In Progress [ ] Not Started
3.		[ ] Complete [ ] In Progress [ ] Not Started
4.		[ ] Complete [ ] In Progress [ ] Not Started
5.		[ ] Complete [ ] In Progress [ ] Not Started

Additional Activities:

[Free text for additional context]

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3. Deliverables

List deliverables completed or in progress during this period:

Deliverable	Due Date	Delivery Date	Status	Customer Acceptance
			[ ] Complete [ ] In Progress [ ] Delayed	[ ] Accepted [ ] Under Review [ ] Pending
			[ ] Complete [ ] In Progress [ ] Delayed	[ ] Accepted [ ] Under Review [ ] Pending
			[ ] Complete [ ] In Progress [ ] Delayed	[ ] Accepted [ ] Under Review [ ] Pending

Notes:

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4. Resource Utilization

Resource Type	Hours Planned	Hours Spent	Variance	Notes
Consulting
Development
Project Management
Support
Total

Budget Status (if applicable):

• Budget Consumed to Date: _____ %
• Remaining Budget: _____ SEK/hours
• Forecast vs. Budget: [ ] On Budget [ ] Under Budget [ ] Over Budget

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5. Issues and Risks

Current Issues

Issue ID	Description	Impact	Owner	Status	Resolution Plan
		[ ] High [ ] Medium [ ] Low		[ ] Open [ ] In Progress [ ] Resolved
		[ ] High [ ] Medium [ ] Low		[ ] Open [ ] In Progress [ ] Resolved

Identified Risks

Risk	Likelihood	Impact	Mitigation	Owner
	[ ] High [ ] Medium [ ] Low	[ ] High [ ] Medium [ ] Low
	[ ] High [ ] Medium [ ] Low	[ ] High [ ] Medium [ ] Low

Escalation Required: [ ] Yes [ ] No

If yes, describe: _______________________________________

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6. Next Period Plan

Planned Activities:

1. ---

2. ---

3. ---

4. ---

5. ---

Expected Deliverables:

Deliverable	Target Date	Responsible

Dependencies or Blockers:

[Describe any dependencies on customer, third parties, or internal resources]

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7. Customer Satisfaction Indicator

Based on customer interactions this period, how would you rate the customer relationship?

• Very Satisfied - customer expressing strong satisfaction
• Satisfied - normal positive interactions
• Neutral - no clear indicators either way
• Concerned - customer expressing minor concerns
• Dissatisfied - customer expressing significant concerns

Supporting Notes:

[Brief explanation of rating, including any specific feedback received]

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8. Key Metrics (if applicable)

For SaaS Services:

• System Availability: _____ %
• Incidents Reported: _____
• Average Response Time: _____
• SLA Compliance: [ ] Met [ ] Not Met

For Projects:

• Schedule Performance Index (SPI): _____
• Cost Performance Index (CPI): _____
• Scope Change Requests: _____

For Support Services:

• Tickets Resolved: _____
• Average Resolution Time: _____
• Customer Escalations: _____

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9. Additional Comments

[Any other relevant information, observations, or recommendations]

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10. Approvals

Role	Name	Date	Signature
Prepared By
Reviewed By (Service Delivery Manager)
Customer Acknowledgment (if sent externally)

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Form Control

Storage Location: [Project folder/SharePoint location]

Distribution:

• Customer (if external service report)
• Internal project file
• Account Manager
• Service Delivery Manager

Retention: Retain for duration of customer relationship + 2 years minimum

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This form supports Swedwise's Quality Management System (ISO 9001) by ensuring consistent service delivery documentation and customer communication.