Develop > Processes and Best Practices Guide > Service Level Management Workflows > Perform Service Reviews (SD 2.7)

Perform Service Reviews (SD 2.7)

Process ID

Procedure or Decision

Description

Role

SD 2.7.1

Determine meeting type

Determine the appropriate meeting type from the agreed meeting schedule.

Go to SD 2.7.2 to collate the Service review pack.

Service Level Manager

SD 2.7.2

Collate the Service review pack

Collate the Service review pack, including:

  • Meeting agenda
  • Previous minutes and outstanding actions
  • Service metrics
  • SIP progress
  • Informal and ad-hoc Customer feedback

Key inputs should also be obtained from other Service Management processes and related documents.

Go to SD 2.7.3 to plan the appropriate meeting.

Service Level Analyst

SD 2.7.3

Plan appropriate meeting

Determine whether the Service review is a monthly, quarterly, annual or ad-hoc meeting. Set the date and location of meeting and circulate the agenda to the appropriate audience.

Go to one of the appropriate steps:

  • SD 2.7.4 to conduct a monthly Service Review meeting
  • SD 2.7.5 to conduct a quarterly Service Review meeting
  • SD 2.7.6 to conduct an annual Service Review meeting
  • SD 2.7.7 to conduct an ad-hoc Service Review meeting

Service Level Analyst

SD 2.7.4

Conduct a monthly Service review meeting

The purpose of this meeting is to understand and manage operational issues. The Customer and Service Level Manager will discuss:

  • requests for new and amended Services
  • updates to existing Service provision
  • progress on ongoing SIPs
  • Changing business requirements which may impact the current IT Services provided

Go to SD 2.7.8 to document the meeting and initiate actions.

Service Level Manager

SD 2.7.5

Conduct a quarterly Service review meeting

This meeting follows the same agenda as the monthly Service Review meeting but with an additional item to cover more strategic issues.

Go to SD 2.7.8 to document the meeting and initiate actions.

Service Level Manager

SD 2.7.6

Conduct an annual Service review meeting

This meeting is specifically designed to review the overall operation of the IT Service Management process in conjunction with the Customer. This will be an opportunity to review the SLAs that are included in the Service review pack allowing all parties to re-confirm that the IT Services are meeting the Customer’s requirements and to discuss any future SLRs.

Go to SD 2.7.8 to document the meeting and initiate actions.

Service Level Manager

SD 2.7.7

Conduct an adhoc Service review meeting

Both the Service Level Manager and Customer are entitled to call an ad-hoc Service Review meeting without having to wait for the next scheduled Service Review, in order to cover specific issues that may have arisen.

Go to SD 2.7.8 to document the meeting and initiate actions.

Service Level Manager

SD 2.7.8

Document meeting & initiate actions

Document and issue minutes. There are 2 parallel activities from this activity.

Go to SD 2.7.9 to determine whether a Service Improvement Plan (SIP) is required.

Go to SD 2.7.10 to determine whether a Service Catalog review is required.

Service Level Manager

SD 2.7.9

Is an SIP/SQP required?

If yes, go to SD 2.8.1 to identify Service improvement requirements.

If no, the Perform Service Reviews process ends.

Service Level Manager

SD 2.7.10

Service Catalog review required?

If yes, go to SD 2.1.1 to evaluate the request to review the Service Catalog.

If no, the Perform Service Reviews process ends.

Service Level Manager

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