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ITIL :: View topic - Service Delivery Meeting for a Service Desk
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Service Delivery Meeting for a Service Desk

 
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vampirephenom
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Joined: Jul 23, 2008
Posts: 15

PostPosted: Thu Sep 16, 2010 3:21 am    Post subject: Service Delivery Meeting for a Service Desk Reply with quote

Hi,

Can anyone tell me what could be discussed or rather the agenda be for a SD's Service Delivery review Meeting?

Thanks and regards,

GB
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Sep 16, 2010 6:16 am    Post subject: Reply with quote

Do you mean review with the customer?
Do you mean review with the head of Service Management?
Do you mean review with someone else?
What aspects of service delivery do you want to review?
What actions (or types of action) are a legitimate outcome of the review meeting?
Is this an annual, monthly, weekly, or "sometime thing" meeting?
What is the purpose and what are the objectives of the meeting?
what information will need to be examined to meet the objectives and enable the actions?

To answer your question, I would first need these to be clarified and then I would have to understand the nature, and some detail, of your services.

But, when you can answer all this, then you should know the answer to your own question Very Happy Twisted Evil Cool
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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vampirephenom
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Joined: Jul 23, 2008
Posts: 15

PostPosted: Thu Sep 16, 2010 2:30 pm    Post subject: Reply with quote

A review with the customer and the IT Service Management, which is a monthly one.

I have a vague idea of the agenda. Is the number of incidents resolved (P1 and P2), incidents that missed SLAs and those got resolved within SLA, further plan of action or improvement plans if any.

Would these the one that would be discussed in the meeting?

Thanks and regards,

GB
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swansong
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Joined: Nov 14, 2007
Posts: 109

PostPosted: Thu Sep 16, 2010 5:07 pm    Post subject: Reply with quote

What do you want the expected outcomes of the meeting to be (in terms of communications, actions, behaviours) and then plan an agenda to deliver these outcomes.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Sep 16, 2010 5:44 pm    Post subject: Reply with quote

GB,

service reviews with the customer are best built around the relevant SLAs and focussed on the business impacts of the levels of service provided during the period. Doing it this way is an excellent test of whether the SLAs are relevant.

The customer is going to say "fine, there were only 43 incidents last month, each one was resolved within the promised time and the average resolution time was well within the agreement, but service ABC was out for 17 minutes at our busiest time and that was disastrous for us. The same thing happened two months ago and twice before that. What can we do about it?"

In the end, although numbers are important, it is not a numbers game, it is about business benefit and cost.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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