Service Review is a structured governance process used to evaluate service performance across customer, internal, and vendor layers. It ensures that commitments defined in Service Level Agreements (SLA), Operational Level Agreements (OLA), and Underpinning Contracts (UC) are being met, measured, and continuously optimized.

Service Review acts as the performance validation and accountability checkpoint in the service lifecycle.

Service Level Agreement (SLA) Review evaluates service performance against customer-facing commitments to ensure agreed service targets are consistently met. It focuses on response and resolution compliance, breach analysis, availability metrics, escalation trends, and overall customer impact. The purpose of the SLA Review is to validate delivery performance, identify recurring gaps, assess service credits or penalties where applicable, and provide transparent reporting to business stakeholders. It acts as the primary checkpoint to confirm that customer expectations align with actual service outcomes.

Operational Level Agreement (OLA) Review examines internal team performance that supports SLA fulfillment. It assesses workgroup response and resolution timelines, handoff efficiency between teams, escalation effectiveness, internal breach patterns, and resource adequacy. The objective of the OLA Review is to detect operational bottlenecks, improve collaboration across support layers, and proactively prevent SLA breaches through stronger internal execution. It ensures that internal commitments remain aligned with customer service expectations.

Underpinning Contract (UC) Review evaluates vendor or third-party performance against contractual commitments that support internal OLAs and customer SLAs. It reviews vendor response and resolution compliance, adherence to escalation procedures, support window performance, contractual targets, and any applicable penalties or service credits. The purpose of the UC Review is to maintain vendor accountability, identify third-party risks, validate contract effectiveness, and support corrective actions or renegotiations when necessary. It ensures that external support consistently contributes to overall service reliability and SLA protection.

How All Reviews Connect?

The three reviews operate as layered governance checkpoints:

For more information, refer to the following:

• Service Level Agreement Review

• Operational Level Agreement Review

• Underpinning Contract Review