IT service management is taught online. The IT service provider has to contact the business, business units and suppliers throughout the ITIL service lifecycle. There are two major entities in the IT service provider structure that interact with customers, business units, suppliers, and customers during each stage of the ITIL lifecycle. They are responsible for advising them about the service level and the ITIL foundation training. These are the Service Level Manager (or Service Owner) and the Service Owner (or Service Owner).
Service Management: Duties and responsibilities of Service Level Manager
The Service Level Manager’s main focus in service management is to reach an agreement with customers on service level targets and ensure that service levels can be met. To determine if the service level targets can and will be met, the capabilities and resources of an organization are assessed based on the service level requirements of the customer. If the service levels cannot be met, either the organization’s resources or capabilities must be increased to meet the desired targets. Or, the customer or business should lower its expectations and set lower service level targets.
The Service Level Manager is responsible for negotiating and maintaining service level agreements (SLAs). SLA’s are an essential part of IT service management. Service levels must be agreed upon with other parts of an organization if the service will require the use of other services. To meet customer service levels, IT Service Level Managers must use service management principles. The Service Level Manager is responsible at this stage for developing and maintaining operational level agreements with other parts of the organization.
Service Level Managers also organize meetings with customers to review service level performance and results. Service review meetings are held periodically. The actual performance of delivered services is compared to the service level targets. Service level breaches are investigated and steps taken to prevent future ones are taken.
Service Management: Duties of the Service Owner
The Service Owner’s main focus in service management is to deliver a service to the customer. The Service Owner is the ultimate person responsible for a particular service within the organization. They also play a key role in service management within the company. While a service owner can be responsible for multiple services, a single service owner will be responsible. The Service Owner is responsible for reviewing and evaluating the service performance and results and initiating measures to improve and a service improvement plan. A service owner is the ultimate person responsible for the service provided to customers. The Service Owner can also take action to improve the service if it is underperforming.
The service is the responsibility of the Service Owner
The Service Owner must be able to explain the operation of the service and its components. The Service Owner will have the tools and knowledge to solve any issues in service delivery if they have sufficient knowledge about the service’s design and operation. This knowledge will allow the Service Owner to take any necessary actions to ensure that the service runs smoothly. In the event of service delivery issues, the Service Owner has the right to escalate any concerns to senior management.