Relate to Clients on a business level

1. Relate to Clients on a business level Monitoring Client Support Services Monitoring Client Support Services

2. Reviewing SLAs • After an SLA has been written and approved it must be updated and reviewed on a regular basis • An SLA ensures that the help desk understands its responsibilities and clients know what to expect • It also provide a benchmark against which help desk performance can be measured Monitoring Client Support Services

3. Why review an SLA? • The SLA is a contractual agreement which is legally binding • All aspects of the SLA must be adhered to and reviewed regularly • The SLA must be achieving its goals so that support is provided where needed • Changing demands for business solutions leads to changes in support requirements Monitoring Client Support Services

4. How do you review an SLA? • SLAs need to be reviewed throughout the year • The review can take place monthly, quarterly, bi-annually or annually • The review process is recurring • This means that when all the review steps have been completed, the first will begin again Monitoring Client Support Services

5. How do you review an SLA? The review process involves meeting with SLA stakeholders in a cyclical process as follows: • Initiate the review • Prepare for review • Action the review • Evaluate the review • This is a standard quality process Monitoring Client Support Services

6. The SLA Review Cycle Monitoring Client Support Services

7. Initiate SLA Review Initiating the review involves: • Selecting the review team • Setting the scope for the review • Revisiting lessons learned from previous reports • Setting the agenda • Announcing the meeting Monitoring Client Support Services

8. The Review Commitee The review committee should consist of SLA stakeholder representatives from: • Business units • Help desk personnel • The SLA manager • Project managers who impacts on SLA outcomes • The team leader steers the meeting and is usually from the help desk area Monitoring Client Support Services

9. Setting the Review Scope • Setting the scope provides a boundary for the SLA review • To identify what needs to be discussed consider: • What service levels are not being met ? • Which are over budget or over-resourced ? • Have there been any changes since the previous SLA ? Monitoring Client Support Services

10. Prepare the Review • Any relevant reports or documents should be made available • May also have a pre-meeting survey which asks: • Is the service-level being reported correctly? • Have goals been met and if not why? • Was the client happy with the service level? • Have client expectations changed? • Are current service levels valid? • What improvements exist? Monitoring Client Support Services

11. Action the Review • The SLA Review meeting can take place anywhere, at any time • It is important is that the right people are at the meeting with the correct information. • Minutes of the meeting need to be taken and the agenda should be followed. For example: • Review previous minutes • Review previous action report • Review reports on past period performance against SLA targets • Current issues • Items to note • Next period predictions Monitoring Client Support Services

12. Action the Review The end of the SLA Review produces the following: • The minutes and actions of the meeting • Changes to the SLA document • Changes to the services provided by the help desk • Changes to hardware or services required to meet the SLA Monitoring Client Support Services

13. Question? • Why are meeting minutes and action items so important in the review process? Monitoring Client Support Services

14. Evaluate the Review • The final phase of the review process is to follow-up on the review. • The team leader needs to circulate the documented SLA review including the minutes of the meeting and any other deliverables. • Team members should review the minutes and, where appropriate, send comments back to the team leader for amendment and redistribution Monitoring Client Support Services

15. Question? • Why is it important that all team members have the opportunity to review the meeting’s minutes and action items after the meeting? Monitoring Client Support Services

16. The SLA Review Cycle Monitoring Client Support Services

17. Question • Urban Wear is a small clothing manufacturer whose helpdesk support is not achieving performance targets for Critical Systems Failures. • The SLA states that response time for Critical Systems failure should be under 5 minutes at all time. • Current performance indicate that this is only being achieved for 95% of the time • Why could this be happening? Monitoring Client Support Services

18. Feedback on Question Possible reasons are: • Not enough staff • Targets unrealistic • Not enough staff during peak times • Staff are reclassifying a priority but not recording it properly on the system Monitoring Client Support Services