Part of Escalation management team to Incident resolution
• Document and agree requirements and produce SLRs
(Service Level Requirements)
• Review, Negotiate and Sign OLAs
• Review and document (when applicable) ITSM processes
• Work on Continual Service and Process improvement plan through the entire IT Organization
• Work on Business Services SLA’s and sign off with Relationship managers
• Work on Business IT Services
Catalogue and sign off with
Relationship managers
Evaluate the effectiveness and
efficiency of the Services and Processes
• Prepare IT processes assessment reports