Hashtags for all economic activities & functions of government in a convenient e-book
Summary
A service manager plans, implements and manages solution provision.
Mission
Manages the definition of Service Level Agreements (SLAs), Operational Level Agreements (OLAs) contracts and Key Performance Indicators (KPIs).
Negotiates contracts with the various business domains or customers and in alignment with the Business IS Manager. Man manages the staff who monitor, report and fulfil the SLAs.
Takes mitigation action in case of non-fulfilment of agreements.
Contributes to the development of the maintenance budget together with business/finance organisations.
Deliverables
Accountable (A): Solution in operation
Responsible (R): Service level agreement and Solved incident
Contributor (C): Quality performance indicators and Technical proposal
Main tasks
- Define Service requirements
- Negotiate SLA / OLA
- Manage solution operation
- Provide service delivery
e-CF Competences assigned
- A.02 Service Level Management (Level 4)
- C.03 Service Delivery (Level 3)
- C.04 Problem Management (Level 4)
- D.08 Contract Management (Level 4)
- D.09 Personnel Development (Level 3)
KPI Area
Fulfillment of Service Levels
The backlinks below usually do not include the child and sibling items, nor the pages in the breadcrumbs.
- A.02 Service Level Management
- Application Documentation Enablers
- Application Mediation Enablers
- Application Workflow Enablers
- C.03 Service Delivery
- C.04 Problem Management
- D.08 Contract Management
- D.09 Personnel Development
- Deliverables of ICT professional profiles
- Infrastructure Data Source Enablers
- Infrastructure Discovery Enablers
- Infrastructure Privacy Enablers
- Professional profile
- Quality performance indicators
- Service level agreement
- Solution in operation
- Solved incident
- Technical proposal
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