The Service Level Manager is responsible for negotiating Service Level Agreements and ensuring that these are met. He makes sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.
What is the role of a service level manager?
The service level manager's primary function is to negotiate agreements between the service provider and the customer. Understands the implications of requests to change the level of service or the functionality that a service provides
What is the role of the service level management framework sub-process?
Maintainance of SLM Framework sub-process is responsible for maintaining the underlying Service Level Management Framework. More specifically, it has the responsibility to design and maintain the underlying structure of the Customer Agreement Portfolio and also to provide templates for the various SLM documents.
What are service level management templates?
It broadly points to all the templates used for various documentation purposes under service level management process. A few examples are Service Level Requirements template, Service Level Agreement document, Operational Level Agreement document, Underpinning Contracts, Service Acceptance Criteria etc.
What should be in a service manager job description?
Learn about the key requirements, duties, responsibilities, and skills that should be in a service manager job description. A service manager manages the service department team and handles customer service interactions, reports, and repairs.
Which of the following are responsibilities of a manager?
To get the work done, managers have to make decisions. In performing the decision-making role, managers act as entrepreneur, disturbance handler, resource allocator, and negotiator. In playing the entrepreneurial role, managers actively design and initiate changes within the organization. It involves some improvements.
What activities is service level management responsible for?
Service Level Management activitiesIdentifying business requirements by working with business units.Establishing the scope of services, timeliness, hours of operation, recovery aspects, and service performance.Translating business requirements into IT requirements.More items...
Which is a responsibility of a customer within the service level management process *?
Determining, negotiating, documenting, and agreeing on requirements for new or changed services. Managing and reviewing all services to match SLAs for operational services. Monitoring and measuring service performance of all operational services against the SLA targets.
What is ITIL service level management?
Service level management (SLM) is the IT service management (ITSM) and ITIL practice that helps to ensure IT delivers the outcomes needed by the business. Done well, it can improve relationships, add transparency to service delivery (and the associated service packages), and support ongoing service improvement.
Which one of the following is the purpose of service level management Mcq?
The main objective of Service Level Management is to ensure that an agreed level of IT service is provided for all current IT services. Explanation: ITIL Availability Management aims to define, analyze, plan, measure and improve all aspects of the availability of IT services.
Which of these is an objective of service level management Mcq?
The main objective of service level management is: The objectives of service level management are to do the following: Define, document, agree, monitor, measure, report, and review the level of IT services that are being provided. Make sure that the targets which are set are precise and assessable.
Which of the following are goals and objectives of the service level management process?
According to ITIL: The goal for SLM is to maintain and improve IT service quality through a constant cycle of agreeing, monitoring, and reporting upon IT Service achievements and instigation of actions to eradicate poor service - in line with business or cost justification.
Who is responsible for service relationship management in ITIL?
The Business Relationship Manager is responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of services.
Which is the purpose of the service level management practice?
The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets. SLM involves service level activities, including: Defining service levels.
What do you mean by service level management process?
Broadly defined, SLA management is the ongoing process of ensuring all provided services and processes—including the underlying contracts—are in alignment with the agreed-upon service level targets stipulated by the contract.
What does service management include?
Service Management focuses on providing value to the customer and also on the customer relationship. Service Management provides a framework to structure IT-related activities and the interactions of IT technical personnel with customers and clients.
What are the 4 aspects of SLA?
The main elements of a good SLA.Overall objectives. The SLA should set out the overall objectives for the services to be provided. ... Description of the Services. The SLA should include a detailed description of the services. ... Performance Standards. ... Compensation/Service Credits. ... Critical Failure.
What is a service manager?
A service manager manages the service department team and handles customer service interactions, reports, and repairs. The service manager ensures excellent customer service, maintains strong relationships with customers ...
What are the skills required to be a successful business owner?
Strong industry knowledge. Excellent leadership, communication, sales, and customer service skills. Computer literacy and good organizational skills. Strong creative thinking and problem-solving skills. The ability to work under pressure and handle stress.
What is Service Level Management?
Objective: Service Level Management (SLM) aims to negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. This ITIL process is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.
What is the purpose of a service level report?
Process Objective: To monitor achieved service levels and compare them with agreed service level targets (" Service Level Report "). This information is circulated to customers and all other relevant parties, as a basis for measures to improve service quality.
What is service acceptance testing?
A set of criteria used for service acceptance testing to ensure that an IT service meets its functionality and quality requirements and that the service provider is ready to operate the new service when it has been deployed.
What is the role of the service owner?
The Service Owner is responsible for delivering a particular service within the agreed service levels. Typically, he acts as the counterpart of the Service Level Manager when negotiating Operational Level Agreements (OLAs). Often, the Service Owner will lead a team of technical specialists or an internal support unit.
What is service requirement?
The desired outcome of a service, stated in terms of required service functionality (utility) and service levels (warranty). Based on this information, detailed service requirements are specified during the Service Design stage.
When was Service Level Management redesigned?
Service Level Management has been completely redesigned in ITIL 2011 following the introduction of the Design Coordination process.
What is the purpose of a process objective?
Process Objective: To capture desired outcomes (requirements from the customer viewpoint) for new services or major service modifications. The service requirements are to be documented and submitted to an initial evaluation, so that alternatives may be sought at an early stage for requirements which are not technically or economically feasible.
What is Service Level Management?
The main purpose of service level management is to make sure that every IT service presently being provided and planned for the future is delivered as per the previously agreed upon service level targets.
What are the challenges faced by service level management?
The challenges faced in service level management are: Identifying the right people and involving them in the customer base while drafting and agreeing to the service level agreements. An appropriate service should be selected by the organization if they are new to service level management.
When should an appropriate service be selected by the organization?
An appropriate service should be selected by the organization if they are new to service level management.
What is SLM in business?
SLM provides a consistent channel of communication and a trusted relationship between the customers and the business representatives. It provides businesses with the agreed service targets and the necessary information to guarantee that the targets will be met. It clearly demarcates the roles and responsibilities.
Who has the responsibility to deliver a particular service within the agreed service levels?
The Service Owner has the responsibility to deliver a particular service within the agreed service levels.
What is a service level report?
The Service Level Report is the document of assessment of service provider's ability to deliver the agreed service quality.
What is ITIL Service Level Management Process?
Service Level Management (SLM) is one of the well-defined main processes under Service Design process group of the ITIL best practice framework.
What is ITIL SLM?
ITIL Service Level Management Process (ITIL SLM) helps to achieve the target service level by ensuring that proper agreements are in place with internal IT support providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs), respectively.
What is a SLA in ITIL?
SLA (A.K.A Service Level Agreement) is an agreement or contract between an IT service provider and a customer. In ITIL, SLA specifically describes the IT service, the responsibilities of the IT service provider and the customer, and documents the service level targets. Service Level Report:
What is service acceptance testing?
A set of criteria or benchmark used for service acceptance testing to ensure that an IT service meets its functionality and quality requirements as per the customer requirement.
What is a sub-process in a service evaluation?
This sub-process identifi es the much-needed service requirements that are required to be documented and submitted for an initial evaluation, to check if the requirements are technically and/or economically viable, and to find alternatives if possible.
