The purpose of this activity is to use service achievement reports to reveal and assess existing and potential gaps between target and actual service delivery or service level achievements.

SLAs and actual service delivery results are regularly reviewed and compared, often in formal review meetings. These reviews include assessment of customer feedback in order to encompass both the measured results of service attainment as well as the customer's service quality perceptions. Where needed in relation to non-attainment of commitments, responsibilities are allocated and resulting penalties are identified.

Trending should be summarized and used as input to both the reconsideration of service level agreements and to Service Level Management maintenance activities.