During the life of a Service Engagement, situations arise that need to be resolved. These situations manifest themselves in any number of ways from a variety of sources, but they are normally addressed with the identification and execution of a specific set of actions. A good example of this is where the results from a compliance check, a review or an audit, may have unearthed quality related issues with the service engagement approach, a deliverable or a supplier deliverable.

The Engagement Manager will consider the status to determine if any actions are necessary to improve the quality of the execution of the Service Engagement. If there are significant variances they may seek advice from the Delivery Manager or subject matter experts, to determine the actions necessary to put the Service Engagement on the agreed level of performance.

As part of managing the Service Engagement the Engagement Manager should also look ahead to the future developments within the Service Engagement and ensure that all actions possible are in line with the developments. Areas to review include technical challenges, resourcing, infrastructure, client responsibilities and client requirements.

The Engagement Manager must ensure that appropriate action plans are put in place to resolve any issues that have been identified. These plans should identify who is responsible for dealing with the issue and a deadline when the issue needs to be resolved by.

In addition, the Engagement Manager must ensure that all issues of quality non-compliance are tracked through to resolution, with the status of any accompanying action plans being reviewed on a regular basis.

Where local action plans are unable to resolve any issues of noncompliance, the Engagement Manager must use the established escalation mechanism to ensure that the appropriate level of management resolve the issue.