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