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SLA Review Meeting Agenda

RELEASE READINESS REVIEW MEETING

Meeting Date Meeting Time Meeting Location Review TeamLead/Facilitator

Meeting Participants Minutes-Taker Timekeeper

Instructions:Use this template to provide a detailed agenda for each Service-Level Agreement (SLA) Reviewmeeting you hold. Most commonly, the SLA Team Lead is the person responsible for filling outthe tables and distributing the document to stakeholders in advance of the meeting.

This template is made up of three main areas to complete:

First table: Identifies the meeting logistics such as time, place, and participants

Second table, column two: Identifies who will present information concerning each

SLA point in the meeting

Second table, column three: Identifies the amount of time each issue is allocated

Use your tab key to jump to each field in the table to quickly enter appropriate details. To changeor delete any locked text in the templateincluding this instruction boxuse the Forms toolbar:On the View menu, point to Toolbars and select Forms; on the Forms toolbar, click the ProtectForm button. After youve made your changes, click the Protect Form button a second time tolock the fields.

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AGENDA ITEM FACILITATOR NAME TIME ALLOCATED

1. Meeting kickoff 2. Review of the previous

period

a. What went well b. What did not go well c. Changes to the SLA

or service levelmanagementfunction

d. Issues resolved e. Outstanding issues

remaining to beresolved

3. Review performanceagainst the SLA

a. Any new interest in

differentmeasurements

b. Queries onperformance andSLA breaches

c. Explanations of SLAbreaches or ofchanges in demandson the service

d. Successes againstthe SLA

e. Performance notmeeting the SLA

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AGENDA ITEM FACILITATOR NAME TIME ALLOCATED

f. Additionalrequirements for theprevious period

4. Review of any currentissues

a. Increased downtime b. Increased business

demand for theservice

c. Increased businessdemand for theservice

5. Review of any peripheralissues

a. Changes in staffresponsibility

b. Contract issues c. News in the business

(for example,mergers or salesincreases)

d. Increases in callvolumes to theservice desk

e. New technology inuse in IT or thebusiness

f. Current projects 6. Requests for change by

the business group

7. Requests for change bythe IT group

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AGENDA ITEM FACILITATOR NAME TIME ALLOCATED

8. Preview of the nextperiod

9. Meeting closure andreview of next steps