Service Review Meetings are the bread and butter of a Service Level Manager’s duties. They are not always effectively managed however. The customer setting the agenda, the customer writing the minutes and essentially managing the meeting are a few examples of this. The Service Review not being documented at all, because the Service Level Manager has such a relaxed informal relationship with the customer is also another example of how not to perform a Service Review. Both cases are lose – lose in my opinion.
Of course it’s essential to have a good working relationship with the customers, but losing focus on keeping the relationship professional can have disastrous consequences.
To avoid the pitfalls above I have listed some of the fundamental steps Service Level Managers should follow regarding Service Level Meetings:
- Set a formal agenda for the Service Review. This will ensure you have set the tone of managing the meeting from the start.
- Chair the meeting. Control the meeting to ensure agenda points are kept to, avoiding time wastage and loss of focus.
- Ensure that a meeting template is used for minutes and actions. This will help ensure all meetings are in the same format so that all attendees are familiar with the layout and format the meeting will follow.
- Document the meeting minutes and action during the meeting.
- Re-iterate to everyone in the meeting what you think has been discussed as the action points. This will ensure everyone is clear on what has been documented and there are no discrepancies afterwards.
- Distribute the minutes and actions as soon as possible while they are fresh in everyone’s mind.
- Never lose sight of maintaining a professional relationship with the customer
Feedback and comments are always welcome!
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