A.2. Service Level Management

geplaatst in: Bedrijven, e-CF competenties, e-CF functies | 0

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

Service Manager