This documentation supports the 22.1 version of BMC Service Level Management.To view an earlier version, select the version from the Product version menu.
Identifying responsible parties
It is important to identify individuals that are responsible for each of these groups. The responsible parties play a crucial role in the process and minimize both the confusion and misinformation. At a minimum, each business service requires three roles:
Business relationship manager—Establishes contracts for business services with customers.
Service supplier manager—Manages all internal and third-party suppliers of a service.
Service owner—Delivers the service in a production environment.
Negotiations with user communities are normally done by an individual that carries out the role of a business relationship manager. The business relationship manager understands the needs of the user community and works with representatives of the user community and the business to come to terms that are acceptable to both sides. A user community might want 100% uptime but when the supplier presents the cost at which 100% uptime can be delivered, the user representative might settle for something that is more within their budget. For services that are provided to external users, the business relationship manager serves a vial role to the company. Conversely, services such as email, which are provided to users inside an organization, are normally managed by someone within the IT department. This person can serve the business relationship manager role, however, not in the same sense as someone that manages services for external users.