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Service Level Manager - Careers in IT service management by John Sansbury

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5

KEY ACTIVITIES ASSOCIATED WITH THE SERVICE OPERATION STAGE OF THE LIFE CYCLE

The information in this chapter describes the main activities of the SLM during the service operation phase of the service life cycle.

REPORTING PERFORMANCE

As already mentioned, it is obligatory that any commitments contained in an SLA must implicitly be measured and reported back to the customer. The ability to measure performance is a responsibility within the service design stage of the life cycle, but the reporting itself is a function of the service operation stage.

There are two leading practices to note in terms of reporting, the first of which we have already referenced: it is not part of your role as SLM to measure the performance achieved; rather ...

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