August 2017
Intermediate to advanced
152 pages
3h
English
Content preview from Service Level Manager
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7 |
TOOLS |
The tool most relevant to your role as SLM is your organisation’s service management tool, as this chapter explains.
YOUR SERVICE MANAGEMENT TOOL
Your organisation’s service management tool is used to log incidents, service requests, problems and changes. It may also log or interface with the tool(s) that contain(s) the service asset and configuration information, and log(s) events.5
Most of today’s toolsets have fully integrated capabilities and provide extensive reporting that is usually customisable. It is this tool and its reporting capabilities that are critical to your role in that it is the source of information about workload volumes and performance. It is therefore also the source of the information that will allow ...