Reviewing your service agreements

When an agreement reaches the end of its term, the service level manager schedules a meeting with a customer representative. The service level manager prepares for the meeting by determining the level at which the services have been provided over the past term.

The service level manager compares the actual service levels with the service level objectives specified in the service level agreement, operational level agreement, or underpinning contract. If one or more objectives were violated during the evaluation term, the service level manager contacts the responsible service providers to find out why the objectives were violated. A plan is created, detailing the steps the service provider will implement to avoid future violations. The service level manager uses this information, along with proactive improvement suggestions, to compile a detailed report for the customer representative.

The service level manager reviews the report with the customer representative, preferably within one month after the end of the evaluation term. During the meeting the customer representative informs the service level manager of any requests from the customer's organization.

After the meeting the requests are registered as incident requests by the service level manager and passed to the appropriate group. The service level manager documents the minutes of the meeting and references the numbers of these incident requests. The minutes are distributed to the customer representative, the service provider, and the manager of the service desk.

Ad hoc requests from customer representatives are also registered by the service level manager and passed to the most appropriate group.