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مطلوب
Business relationship management process responsibilities that *******:
· Pr***ding assistance in the identification of stakeholders and customers of services.
· Organizing and chairing regular (at least annual) reviews to discuss items such as changes to scope, SLAs, contracts and changing business requirements.
· Organizing and chairing regular service review meetings where performance, achievements and issues can be discussed.
· Ensuring that all meetings are documented, ensuring that items for action are dealt with as appropriate.
· Ensuring that any changes to SLAs and/or contracts are dealt with via the Change Management process.
· Maintaining a close relationship with the activities of Service Level Management.
· Maintaining an awareness of the customer’s business in order to be able to pr***de a prompt response when required.
· Pr***ding an efficient and effective complaints process, ensuring that all complaints and compliments are recorded.
· Maintaining a process to measure customer satisfaction on a regular basis, and taking appropriate action to rectify any deficiencies.
Service Catalog management process responsibilities that *******:
· Helping to define what constitutes a service.
· Setting a policy as to which services will be included in the Service Catalogue.
· Developing and maintaining the Service Catalogue.
· Ensuring that the interfaces and dependencies between Service Catalogue Management and Service Portfolio Management are fulfilled.
· Ensuring that the catalogue and portfolio remain aligned.
Service level management process responsibilities that *******:
· Ensuring that the service requirements of customers are identified, understood and documented in a service requirements document.
· Reviewing of the service requirements document at least annually and maintaining it in line with changing customer requirements.
· Ensuring that the levels of service which have been agreed to be delivered are for****y documented in a Service Level Agreement (SLA) and that this can be supported by underpinning OLAs and contracts.
· Ensuring that SLAs are written in customer-oriented terminology and that service targets are expressed in terms of business transactions.
· Ensuring that service reports are produced for each customer service and that b*****es of SLA targets are highlighted.
· Ensuring that Incidents are raised when SLA b*****es occur.
· Ensuring that service performance reviews are carried out with customers at least annually and at agreed intervals.
· Ensuring that improvement initiatives identified in service reviews are acted upon and progress reports are pr***ded to customers.
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