Service Level Management Roles

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Role	Responsibilities
Service Level Management Process Owner	Accountable for the definition, management, governance and improvement of the Service Level Management Process Ensures that the Service Level Management process and working practices are effective and efficient Ensures that all stakeholders are sufficiently involved in the Service Level Management process Ensures that (business) management is sufficiently informed as to the volume, impact and cost of SLAs, OLAs and UCs Ensures tight linkage between the Service Level Management process and other related processes
Service Level Manager	Ensures that the customer’s current and future Service requirements are identified, understood and documented in SLAs and SLRs Drafts and ensures sign off of the SDD Negotiates and agrees on the levels of Service to be delivered with the customer (either internal or external); formally documenting these levels of Service in SLAs Negotiates and agrees to OLAs and, in some cases, other SLAs and agreements that underpin the SLAs Ensures that targets agreed to within Underpinning Contracts are aligned with SLA and SLR targets Ensures that Service Performance Reviews are regularly performed, and any required actions are performed Ensures that improvement initiatives identified in Service Reviews are acted on and progress reports are provided to customers
Service Owner	Provides the correct relationship information for the Services and CIs in the Service Catalog Reports any discrepancies in the Service Catalog details and the actual environment into the Service Catalog maintenance process Provides input for Service Catalog maintenance process improvement
Supplier Manager	Produces requests for proposal in cooperation with all the stakeholders (Service Level Manager, Business Manager, etc) Selects suppliers based on the evaluation of proposal they supply and feedback from stakeholders Drafts and negotiates SLAs, Contracts, Agreements or any other documents for Third-Party Suppliers Ensures the targets agreed within contracts are aligned with SLR targets Ensures that SLA breaches of each supplier are highlighted, investigated and action(s) taken to prevent their recurrence
Service Level Analyst	Ensures that Service reports are produced for each customer Service Performs gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent their recurrence Plans and schedules the Service Performance Review meetings and document the results and actions
Support Groups	Implement improvement initiatives identified in Service Reviews
Customer	Responsible for the purchase of goods or Services
User	Consumes goods or services

Role

Responsibilities

Service Level Management Process Owner

Accountable for the definition, management, governance and improvement of the Service Level Management Process
Ensures that the Service Level Management process and working practices are effective and efficient
Ensures that all stakeholders are sufficiently involved in the Service Level Management process
Ensures that (business) management is sufficiently informed as to the volume, impact and cost of SLAs, OLAs and UCs
Ensures tight linkage between the Service Level Management process and other related processes

Service Level Manager

Ensures that the customer’s current and future Service requirements are identified, understood and documented in SLAs and SLRs
Drafts and ensures sign off of the SDD
Negotiates and agrees on the levels of Service to be delivered with the customer (either internal or external); formally documenting these levels of Service in SLAs
Negotiates and agrees to OLAs and, in some cases, other SLAs and agreements that underpin the SLAs
Ensures that targets agreed to within Underpinning Contracts are aligned with SLA and SLR targets
Ensures that Service Performance Reviews are regularly performed, and any required actions are performed
Ensures that improvement initiatives identified in Service Reviews are acted on and progress reports are provided to customers

Service Owner

Provides the correct relationship information for the Services and CIs in the Service Catalog
Reports any discrepancies in the Service Catalog details and the actual environment into the Service Catalog maintenance process
Provides input for Service Catalog maintenance process improvement

Supplier Manager

Produces requests for proposal in cooperation with all the stakeholders (Service Level Manager, Business Manager, etc)
Selects suppliers based on the evaluation of proposal they supply and feedback from stakeholders
Drafts and negotiates SLAs, Contracts, Agreements or any other documents for Third-Party Suppliers
Ensures the targets agreed within contracts are aligned with SLR targets
Ensures that SLA breaches of each supplier are highlighted, investigated and action(s) taken to prevent their recurrence

Service Level Analyst

Ensures that Service reports are produced for each customer Service
Performs gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent their recurrence
Plans and schedules the Service Performance Review meetings and document the results and actions

Support Groups

Implement improvement initiatives identified in Service Reviews

Customer

Responsible for the purchase of goods or Services

User

Consumes goods or services