Agreements, service health and the service review

Watch

You will be able to

• Set up a service with its owner, support team and way of working
• Agree service levels with customers, teams and suppliers
• Read service health and the service’s life since go-live
• Run the monthly service review

Step by step

1. Services Service › Services
   Each service names its owner, its product, the project that built it, its support team and its way of working: a ticket queue, a Kanban board with WIP limits, or a team’s sprints.
2. Three kinds of agreement Service › Agreements
   A service level agreement with customers, an operational level agreement with the team behind it, and an underpinning contract with a supplier. Each sets response and fix targets for P1 to P4.
3. Working hours Agreements › Working hours
   Clocks count only working hours and skip holidays. A P1 can run around the clock.
4. The service review Agreement › Service review
   Each month against the targets: fixed within target, responded in time, availability and satisfaction. Take it to the service review meeting.
5. Service health Service › Service health
   Every service side by side: tickets, priorities, service levels, availability and satisfaction.
6. Its life since go-live Service › a service
   From go-live through early life support to everyday running, week by week. These figures fill the project’s early life support exit criteria.

Try it yourself

Practise as Olu Adeyemi in the demo.
View as Olu Adeyemi. Open the EPR service level agreement. In which month did availability miss its target, and why?

Open the demo as Olu Adeyemi Password pulse-demo-2026. The demo resets every night.

The examples use a made-up healthcare organisation. DelPulse is not only for healthcare: it can be set up for any industry, with your own names for every portfolio, programme, product and team.

Part of

Product Managers and Product Owners · SROs and Executive Sponsors · Service management