Draft a service level agreement and complete a problem review for a client renewal

You are the service delivery coordinator.

Simulated workplaceAdvanced missionCAQA Nova Digital Systems

What is going on

Merriwa Medical Centre's managed service contract renews in November. The practice manager has raised two concerns: the practice management software has frozen several times after vendor updates, and afternoon tickets are slow to get a response. Marcus Feld wants a draft service level agreement for the renewal with response and resolution targets, reporting and review meetings, and a problem review of the last three months of Merriwa tickets that finds root causes and states the improvements Nova will commit to. He also wants the current procedures checked to make sure they support what the agreement promises, with any updates recommended.

Marcus Feld, Chief Executive Officer
Subject: Service level agreement and problem review for Merriwa Medical Centre

Merriwa's contract renews in November and the practice manager has raised the recurring practice management software freezes and slow response on afternoon tickets. I want a draft service level agreement for the renewal with response and resolution targets, reporting and review meetings, and a problem review of the last three months of Merriwa tickets that identifies root causes and the improvements we will commit to. Check the current procedures still support what we promise and recommend any updates.

Your brief

Analyse the client's recent tickets and changes to identify problems and root causes, draft a service level agreement with measurable targets and reporting, propose procedure updates that make the targets achievable, and prepare a client facing summary.

Work through it

You do not need to do it all. Doing a few of these will show you what the work is like. Your ticks and notes stay on this device.

Read the Incident and Service Request Handling Procedure and the Change Management Policy and record the current response and resolution targets and the change rules for vendor updates.
Review the Merriwa tickets in the Service Desk Tickets system and the related entries in the Change Request Register and group repeat incidents into problems.
For the software freeze problem, analyse the timeline of vendor updates and freezes, identify the root cause and propose a permanent fix such as a tested update process under change control.
For the afternoon response problem, analyse ticket times against the roster and identify why afternoon responses miss target, proposing a roster or escalation change.
Draft the service level agreement with service scope, hours, priority definitions, response and resolution targets, exclusions, monthly reporting and quarterly review meetings.
Recommend updates to the handling procedure and the change policy so that vendor software updates are tested and scheduled, and record the recommendations for the Service Desk Manager.
Prepare a client facing problem review summary in plain language that states what happened, the root causes, the fixes and the commitments, and update the Merriwa tickets with the problem references.
Present the draft agreement and problem review to Marcus Feld with the risks of committing to each target.

My notes: what did I enjoy, and what surprised me?

What someone in this role would produce

Problem review with root causes
Draft service level agreement
Procedure update recommendations
Client facing summary
Presentation notes for the Chief Executive Officer

Printing this is a record of what you explored. It is not a certificate or a qualification.