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Chapter 5 ■ Service Design<br />
Jan<br />
Feb<br />
Mar Apr May Jun Jul Aug Sept<br />
Accounts<br />
Marketing<br />
Sales<br />
Warehousing<br />
Factory<br />
HR<br />
SLA Met SLA Threatened SLA Breached<br />
Figure 5-6. Service-level agreement monitoring chart<br />
If the service levels are faring well, such as Sales, across all the reported months, the<br />
cell corresponding to the month and service is shaded green. If the service levels have<br />
breached for certain periods, as in Accounts in January, it is shaded red. And if the service<br />
levels are in borderline, such as HR and Factory in March, the cell gets shaded amber.<br />
It’s a visual tool that helps senior managers and higher management to feel the pulse<br />
of the services on the fly. In cases of amber cells, the report might suggest that the service<br />
provider <strong>com</strong>e up with actions aiming to get the status back to green. If it is red, the SLAM<br />
report goes deeper to find the cause and to <strong>com</strong>e up with corrective and preventive<br />
actions, which I will discuss during the problem management process in Chapter 7.<br />
5.7.1.6 Service Reviews<br />
Service reports are the basis for conducting service reviews. Service reviews are generally<br />
meetings between the service provider and the customer, and they are planned meetings<br />
that happen at a regular frequency: monthly or quarterly. Additionally, there could be<br />
half-yearly or annual service review meetings between the senior management of both<br />
the organizations.<br />
Service review meetings follow service reports. So, there needs to be alignment<br />
between the two activities. For example, if the service reports are mandated to be<br />
published on the fourth business day of every month for the previous month, the service<br />
review meeting can be planned to be conducted every seventh business day, giving time<br />
for both parties to plan their respective meeting strategies.<br />
In service review meetings, the service-level manager or a designate is generally the<br />
chairperson, and a minute taker must be assigned well beforehand. All discussions must<br />
be documented and actions must be tagged with a timeline, along with an associated<br />
owner. This could be either from the service provider or customer. Minutes are supplied<br />
to both parties, including the senior management, for visibility and guidance.<br />
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