Description
Defines, validates and makes applicable service level agreements (SLAs) and underpinning contracts for services offered.
Negotiates service performance levels taking into account the needs and capacity of stakeholders and business.
Levels
Level 4
Ensures the content of the SLA
Level 5
Negotiates revision of SLAs, in accordance with the overall objectives.
Ensures the achievement of planned results.
Knowledge
SLA documentation
How to compare and interpret management data
The elements forming the metrics of service level agreements
How service delivery infrastructures work
Impact of service level non-compliance on business performance K6 ICT security standards
ICT quality standards
Skills
Analyse service provision records
Evaluate service provision against SLA
Negotiate realistic service level targets
Use relevant quality management techniques
Anticipate and mitigate against potential service disruptions
Functies met A.2. Service Level Management competentie