Module 7: Strategic Processes
Service manager
- Is responsible for service level management
- Is responsible for leading service and service level negotiations with end users
- Is responsible for publishing a service catalogue
- Is responsible for publishing service level agreements
- Is responsible for all underpinning contracts with other departments or third parties
- Is responsible for producing service reports
- Is responsible for reviewing service reports, internally in ICT technical support and with end-user representatives
- Convenes and chairs service review meetings
End-user representative
- Represents a particular user group or department
- Is one of a number of end-user representatives ensuring full representation
- Is aware of all services used by the group or department they represent
- Has an understanding of the application and importance of the services used in their area
- Receives service reports
- Attends service review meetings or user groups
- Is a point of escalation for ICT issues concerning other members of their group or department
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