Plans, implements and manages solution provision.
Manages the definition of Service Level Agreements (SLAs), Operational
Level Agreements (OLAs) contracts and Key Performance Indicators (KPIs).
Negotiates contracts with the various business domains or customers.
Manages the staff who monitor, report and fulfil the SLAs.Takes mitigation action in case of non-fulfilment of agreements. Contributes to the development of the maintenance budget together with business/finance organisations.
Solution in Operation
Service Level Agreement
- Define Service requirements
- Negotiate SLA / OLA
- Manage solution operation
- Provide service delivery
Fulfillment of Service Levels