WAVE DIGITAL SYSTEMS (WDS) Service-level manager is responsible for:
Ensuring that the agreed IT services are delivered when and where they are supposed to be
Liaising with availability management, capacity management, incident management and problem administration to assure that the necessary levels and quality of service are reached within the sources agreed with financial management
Providing and sustaining a support catalog (a list of traditional IT service solutions and agreements made accessible to clients)
Ensuring that suitable IT service continuity plans occur to provide the business and its continuity demands
Wave digital systems SLA (Service Level Agreement) Manager ensures that IT services are delivered to the business at an acceptable level. It involves defining understanding the business requirement and planning and executing the IT services against those requirements. SLA management in WDS supports SLAs of varying requirements and natures ensuring an easy adoption and implementation of agreements.
BENEFITS:
Highlights what services are already in place.
Helps determine priority services.
Indicates a clear remit for those providing technical support.
Helps allocate resources appropriately.
Determines a minimum acceptable level of service.
Helps highlight shortcomings in service provision.
Provides a basis for discussion and promotes communication.
Provides targets to aim for.