Joined: Jan 03, 2007 Posts: 189 Location: Redmond, WA
Posted: Sun Mar 11, 2007 11:09 am Post subject: Re: Service Level MGT
Secondly who should be the IT owner (signatory) of the SLA and manage the Customer relationships?
As far as who should be the IT owner (signatory) of the SLA, remember that SLAs are not between functional groups and the IT users. It is between the IT organization as a whole and the IT users. With this understanding, the signatory on the IT side should be the person in the organization who is fully accountable for the entire IT organization. This is typically a CIO in a large organization or a Director of IT in a smaller company.
Who should manage the relationships is a completely different question. The person who manages the relationship has to have the technical knowledge of an IT professional and the business knowledge of a MBA. OK, maybe not that much business knowledge, but they must be very comfortable talking to the business in business terms. They must then translate those business requests into something that is actionable by the IT organization.
If you find a good Service Level Manager who is able to negotiate with both the IT and business groups, then pay them well and make sure their efforts are recognized. They are hard to come by.
Joined: Mar 22, 2007 Posts: 1 Location: South France
Posted: Fri Mar 23, 2007 2:23 am Post subject:
All comments are correct, but to answer closely to your case I think
- the GroupIT team who seem be be more like analysts should own the SL Management, in terms of ownership facing the Account Manager, Director. This for reporting and ownership of any corrective actions/plans
- the Group IT team should work closely with the IT infra team lead to
* agree SLs as the IT team knows the truth on feasibility and risk etc
* ensure corrective actions/plans are owned and progressed if some actions go the way of the IT support teams
Hopefully a Chinese Wall there is not.
This would ensure the support teams are not bogged down under SL pressure and issues
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