Instructions: Use this template to provide a detailed agenda for each Service-Level Agreement (SLA) Review meeting you

hold. Most commonly, the SLA Team Lead is the person responsible for filling out the 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 change or 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 Protect Form button. After youve made your changes, click the Protect Form button a second time to lock the fields.

SLA Review Meeting Agenda

RELEASE READINESS REVIEW MEETING

Meeting Date Meeting Time Meeting Location Review Team Lead/Facilitator Meeting Participants Minutes-Taker Timekeeper

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 level management function d. Issues resolved e. Outstanding issues remaining to be resolved 3. Review performance against the SLA a. Any new interest in different measurements b. Queries on performance and SLA breaches c. Explanations of SLA breaches or of changes in demands on the service d. Successes against the SLA e. Performance not meeting the SLA

AGENDA ITEM

FACILITATOR NAME

TIME ALLOCATED

f.

Additional requirements for the previous period

4. Review of any current issues a. Increased downtime b. Increased business demand for the service c. Increased business demand for the service 5. Review of any peripheral issues a. Changes in staff responsibility b. Contract issues c. News in the business (for example, mergers or sales increases) d. Increases in call volumes to the service desk e. New technology in use in IT or the business f. Current projects

6. Requests for change by the business group 7. Requests for change by the IT group

AGENDA ITEM

FACILITATOR NAME

TIME ALLOCATED

8. Preview of the next period 9. Meeting closure and review of next steps