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- Service Level Management Workflows
- Updating the Service Catalog (SD 2.1)
- Create or Amend IT Services (SD 2.2)
- SLRs and draft OLAs and UCs (SD 2.3)
- Finalize SLRs/OLAs/UCs (SD 2.4)
- Monitor Service Levels (SD 2.5)
- Service Level Reporting (SD 2.6)
- Perform Service Reviews (SD 2.7)
- Service Improvement Plan (SD 2.8)
- Review and Revise SLAs/OLAs/UCs (SD 2.9)
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:
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:
|
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:
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 |