Service Level Agreement Meeting Agenda

The team leader selects the members of the evaluation team. Participants in the ALS exam must have the right level to ensure that the meeting and the actions that result from it are implemented. If participants are not at the management level, they need high-level management support to strengthen their actions. This administrative support prevents a higher priority for work other than service improvements. There should be secondary representatives for it and the industry that can be contacted as reserves to participate in the ALS review and during possible informal discussions on service levels. The skills of these individuals should be the same as those who would normally participate. The contact information of all parties involved should be recorded and, if necessary, in the service catalogue and subject to a change check. The agenda must be accompanied by performance data on the latest assigned SLA target metrics, which must be verified for service levels related to the commissioning mechanism. The most recent target metrics should be used, as the necessary optimization of service levels since the implementation of initial targets may have occurred during development. ALS exam meetings are interval-based and require a level of management to book the meeting room, track participant availability, establish content for the meeting and manage minutes. A written agenda often improves the effectiveness of a meeting. At this stage, the review team leader changes the layout of the agenda if necessary, ensures that participants understand their role in the meeting, and assigns facilitation roles (e.g. B, assistants and timekeepers).

Other representatives of IT organizations and business organizations may sometimes be present in addition to participants in the standard ALS exam. A project may include, for example. B, the implementation of a new or improved service, and it project managers can participate in the WADA review to discuss the potential effects of their work. Or a particular technical problem could have led to a service to the violation of ALS, and a business expert (SME) capable of explaining what happened should be involved. The SLA audit team leader is generally a representative of the support role group, as the functions of this group are the most « customer-oriented » in the MOF team model and the SLA audit is a « customer-oriented » evaluation. In addition, the unique function of the support role cluster ensures that it is familiar with service levels, associated issues and opportunities for improvement. The service level manager should communicate the agenda in time to help participants prepare for the meeting, so that optimized discussions are possible during the review. At this stage, the audit team leader sends the information to all members of the audit team. This information includes: company representatives should be familiar with the organization`s business strategy and operational priorities in its own areas and other areas. They should be at a level similar to that of the IT representative during the E AREN review and be empowered to discuss with other business and information technology representatives to discuss service delivery priorities in other industries.