Service Level Agreement Review

The Service Level Agreement Review is part of the Service Quality under SLA Management. It allows organizations to conduct structured, periodic reviews of SLA performance with stakeholders including internal teams and clients. These reviews are critical in identifying gaps, discussing performance insights, and establishing continuous service improvements.

• Add Review

• Filters

• Service Review History

Add Review

To add an SLA Review, perform the following steps:

1. Navigate to SLA > User > Service Quality > Service Review > Service Level Agreement Review.
   

2. Click ID hyperlink to view the SLA Review page.
   Service Review page is displayed.
   

   Figure: Service Review
   

3. Enter the required details.
   

   For more information, refer to the following Field Description:

   Field	Description
   Service Type	Specifies Service Type, this is a pre-filled field with a value Service Level Agreement and cannot be modified to ensure review is strictly SLA focused.
   Service Name	Auto-populated based on the selected SLA ID. Provides the official service name being reviewed and this field is read-only.
   Customer	Auto-populated based on the selected SLA ID, showing the customer associated with the SLA.
   Review Type	Enter Review Type, this specifies the nature of the review. Example: Quarterly SLA Review, Annual SLA Evaluation.
   Reviewer	Enter the Reviewer Name. This is the name of the individual conducting or responsible for the SLA review.
   Planned Review Date	Select Planned Review Date for scheduling the review meeting in advance. Helps in planning and aligning with stakeholders.
   Actual Review Date	Select Actual Review Date it captures the real date the review took place, useful for audit and tracking delays.
   Review Period From	Select Review Period From, define the start time for Review.
   Review Period To	Select Review Period To, define the end time for Review.
   Description	Enter Description, this is the general description of the SLA review, its purpose, scope, or agenda.
   Participants From Client Side	Enter names or roles of client side representatives who attended the review.
   Participants from IT Organization	List internal IT or service provider participants in the review.
   Positive Comments	Enter good feedback or successful aspects of SLA performance.
   Negative Comments	Enter concerns, issues, or areas where service delivery did not meet expectations.
   Client View Point	Enter the customer's feedback on service performance.
   IT Organization View Point	Enter internal IT team’s justifications or clarifications regarding service performance.
   Improvements	List actionable suggestions or commitments agreed upon to improve service quality or SLA adherence.
   Remarks	Add any additional notes or closing comments related to the review.
   Attachment	Upload supporting documents such as review reports, presentation decks, meeting notes, or evidence of performance.

4. Click Submit to add the Review to the list.
   A success message is displayed.
   

   Figure: Saved
   

5. Newly added Review is displayed on the SLA Review List of the selected SLA.
   

   Figure: Service Review

Filters

To view the List and Filters in Service Level Agreement Review page, perform the following steps:

1. Log in to the application as an Admin.
   

2. Navigate to SLA > User > Service Quality > Service Review > Service Level Agreement Review.
   SLA Review page is displayed.
   

   Figure: Service Level Agreement Review
   
   For more information on the list items, refer to the following Field Description.

   Field	Description
   ID	Specifies the all the configured SLAs with unique IDs. Click on ID to view the SLA configuration.
   Created Date	Displays the created date and time of the SLA.
   Service Name	Indicates the Service name configured for each of the SLA.
   Status	Displays the current status of the SLA.
   Description	Displays the brief description of the SLA and an hyperlink to view more if the content is long.
   Service Workgroup	Displays the Service Workgroup configured for each SLA.

3. Click Filters by hovering on the action panel.
   

   Figure: Filters

4. Click Submit by applying all the required Filters.

Service Review History

All the changes made to the Service Review can be viewed for the specific review item from the List page. This provides details such as Column Name on which the change was performed and the user who performed the change. It also includes the date time of the change along with old and New values.

To view the Service Review History, perform the following steps:

1. Log in to the application as an Admin.
   

2. Navigate to  SLA > User > Service Quality > Service Review > Service Level Agreement Review.
   SLA Review List page is displayed.
   

   Figure: SLA Review List
   

3. Click SLA ID hyperlink for which you want to view the submitted reviews.
   

4. Click Service Review ID in the List section of the Review page.
   

   Figure: SLA Review
   

5. Click Service Review History on the action panel of the SLA Review page to view the changes.
   

   Figure: Service Review
   

6. Service Review History popup window is displayed with the changes that include Old and New values.
   

   Figure: Service Review History