to search for information in the help, type a word or phrase in the search box. you can use boolean operators to refine your search. therefore, a search for “cats” followed by a search for “cats” would return the same number of help topics, but the order in which the topics are listed would be different.
without the quotation marks, the query is equivalent to specifying an or operator, which finds topics with one of the individual words instead of the phrase. the purpose of this meeting is to understand and manage operational issues. this meeting is specifically designed to review the overall operation of the it service management process in conjunction with the customer. both the service level manager and customer are entitled to call an ad-hoc service review meeting without having to wait for the next scheduled service review, in order to cover specific issues that may have arisen.
the purpose of this review is to understand which technical services are impacting the business. for a large organization, this may mean one service review for all the teams responsible for a specific product or line of business. the metrics and discussion at the meeting should include all technical services owned by teams that roll up to the group (or division or department) running the review meeting. the meeting should be attended by all the functional leads and/or direct reports of the department, division, or organization leader that owns the scope of teams and services to be covered in the meeting.
similar to the on-call review, you may not be able to easily pull all these metrics at first, and you may have different metrics you find valuable. generally speaking, the meeting should follow this type of agenda: as with all operational reviews, the appropriate action to take will be highly dependent on what was learned in the service review, as well as organizational culture, current focus, and current goals. if you are an attendee of the service review meeting, it would be a good idea to read summaries of your team’s on-call load/pain over the past month in preparation for this meeting. if your teams are conducting on-call reviews and following up on identified actions, there should be few mentions of unactionable incidents in the monthly service review.
the first item on the agenda of the service review meeting is to review the ‘minutes’ produced from the previous service review meeting. collate the service review pack, including: meeting agenda; previous minutes and outstanding actions; service metrics; sip progress; informal and ad-hoc the service review report is a document containing the results and 1.5 participants of the service review meeting; 1.6 service levels, service review meeting template, service review meeting template, service review meeting presentation, service delivery review template, itil service review template.
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