I was recently asked about the accountabilities and responsibilities of the Service Level Manager and Service Owner.
Let’s start with Service Level Manager.
Let’s start with Service Level Manager.
- Responsible for gathering Service Level Requirements from the customer.
- Responsible for negotiating and maintaining SLAs with the customer.
- Responsible for developing and maintaining OLAs.
- Responsible for understanding underpinning contracts as they relate to OLAs and SLAs.
- Responsible for producing, reviewing and evaluating reports on service performance and achievements on a regular basis. Also for conducting meeting with the customer to discuss service performance and improvements.
- Responsible for initiating appropriate actions to improve service levels (SIP).
- Conducting yearly reviews of SLAs, OLAs and underpinning contracts.
Service owner:
- Accountable for a specific service within an organization regardless of where the underpinning technology, components or processes reside.
- Provide input for service attributes such as performance, availability, etc.
- Represents the service to the entire organization.
- Point of escalation for major incidents.
- Represents service in Change Advisory Board meetings
- Works with CSI Manager to identify and prioritize service improvements
- Responsible for ensuring that the service entry in the Service Catalogue is accurate and maintained.
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