Which skill is required by the 'service level management' practice?
Which skill is required by the 'service level management' practice?
The skill required by the 'service level management' practice is supplier management. Service level management involves managing agreements and performance with suppliers to ensure that services are delivered according to agreed standards. This requires competencies in relationship management, business liaison, business analysis, and commercial/supplier management, as these skills are critical for engaging with customers and stakeholders to maintain and improve service levels.
5.2.15 - The skills and competencies for service level management include relationship management, business liaison, business analysis, and commercial/supplier management. The practice requires pragmatic focus on the whole service and not simply its constituent parts; for example, simple individual metrics (such as percentage system availability) should not be taken to represent the whole service.
A.The skills and competencies for SLM include relationship management, business liaison, business analysis, and commercial/supplier management due to the emphasis on engagement with the customer and all stakeholders involved in service management.
A is correct.
Required SLM Skills and Competencies The skills and competencies for SLM include relationship management, business liaison, business analysis, and commercial/supplier management due to the emphasis on engagement with the customer and all stakeholders involved in service management. Therefore, a holistic approach which focuses on the whole service and not simply its constituent parts is required. Simple individual metrics (such as percentage system availability) should not be taken to represent the whole service level, rather a view that incorporates customer perception and business outcomes must be the standard approach to SLM.