Once a quarter, the IT service manager must meet with the manager of the customers receiving the IT services to discuss and review IT service performance against SLAs, as well as any issues that have arisen and require action from the service owner. It is important that the IT manager responsible for delivering the service (service owner) is also engaged in the discussion.
Subsections of the template include:
- SLA Performance
- Previous Issues Follow-up
- Review of SLAs/Areas for Improvement
Consider inviting key members of the customer team to attend these meetings if they have expertise in the areas that are to be discussed.