After having reviewed the contractual service levels and targets for the Service Engagement, the Engagement Manager must confirm these are realistic for the services as defined in the contract.

From this review and based on their own general expertise and experience, the Engagement Manager and the key team members must determine whether they believe it is feasible to deliver the services conform the service level and targets.

Where there are some doubts about the feasibility of the service level and targets, the Engagement Manager should take this opportunity to discuss the areas of concern with the Delivery Manager and Account Manager, so that they can possibly go back to the Client to re-negotiate the service levels or targets that they believe would be feasible.