| Process manager SPM |
service portfolio |
maintain |
| manage updates |
| review |
| Process manager SLM |
service catalogue |
maintain |
| manage updates |
| SLA / OLA / UA |
negotiate |
| ensure [they are] documented in a consistent manner |
| approve |
| ensure [that they are] are aligned to each other |
| SLA / OLA / UA owner |
SLA / OLA / UA |
maintain |
| ensure [they are] specified and documented according to relevant specifications |
| evaluate fulfillment |
| ensure that violations of the targets are identified and investigated |
| perform regular reviews |
| understand new or changed requirements |
| initiate necessary updates |
| Process manager SRM |
service report list |
maintain |
| service report specifications |
review in regular intervals |
| service reports |
monitor production |
| Service report owner |
service report specification |
maintain |
| update |
| service report |
produce and deliver according to the specification |
| Process manager CRM |
customer database |
maintain |
| customer complaints |
ensure that [they] are handled according to the process |
| customer satisfaction surveys |
coordinate |
| customer service reviews |
review the results |
| Customer relationship manager (Account manager) |
formal customer complaints |
process |
| customer service reviews |
conduct |
| Process manager ISRM |
ISR |
Ensure [they are] recorded |
| incident resolution and service request fulfilment |
monitor overall progress |
| ISR owner |
specific ISR |
coordinate |
| take over overall responsibility in the lifecycle |
| ensure an adequate level of documentation |
| incident resolution or request fulfilment |
monitor the progress |
| trigger reminders |
| escalate to the process manager as required |
| (potential) SLA violation |
trigger communication and escalation |
| Process manager PM |
identified problems |
ensure [they are] recorded |
| Ensure [they are] analysed |
| known errors |
ensure [they are] recorded |
| Problem owner |
specific problem |
coordinate problem analysis |
| identifify options to handle |
| monitor resolution |
| ensure that [it] is escalated effectively, if required |
| ensure the KEDB on this problem is up-to-date |
| communicate to relevant stakeholders (e.g. ISRM staff and users) |
| trigger the CSI process |
| requests for change |
raise |