Identifying employees for the key service level roles

To manage service levels effectively, fill the key service staff by considering the roles of a service level administrator and service level manager.

Service level manager role requirements

The service level manager role should be filled by a senior employee with both customer and specialist experience. The service level manager's primary function is to negotiate agreements between the service provider and the customer.

The skills required to be successful in this position include:

• Builds relationships with the customer representatives
• Understands the implications of requests to change the level of service or the functionality that a service provides
• Translates the business requirements provided by the customer representatives into service level requests for the service providers
• Negotiates service level agreements
• Produces reports on the actual level of service provided
• Communicates verbal and written information
• Possesses a service-oriented attitude.
• Understands the service management processes
• Understands the service level management procedures
• Uses BMC SLM to fulfill the role of service level manager

Service level administrator role requirements

The service level administrator role should be filled by a dedicated specialist of the service management group. The service level administrator's primary function is to maintain the BMC Service Level Management (BMC SLM) with information from the service catalog.

The skills required to be successful in this position include:

• Understands all services provided by the service provider organization
• Understands the service management processes
• Understands the procedures for managing service levels
• Uses BMC SLM to fulfill the role of service level administrator

Where to go from here

Staffing-training-purchasing-equipment-and-deploying-your-agreements