| Users communicate with the Customer
|
| | How many “Products” (Lego houses) are you going to build?
+ Who is going to talk to the Service Desk to request Services (bricks) ?
|
| Service Desk negotiates with the Users
|
| | What does a User need to do to request a Service (get more bricks) ?
|
| Service Level Manager negotiates with the Service Management Team
|
| | How fast can you deliver this service (deployment time)?
+ What guarantees can you offer on accuracy (right size and color of bricks) ?
|
| Customer negotiates with the Service Level Manager
|
| | Is the proposed delivery schedule suitable for the purpose ?
|
| Service Desk communicates with the Service Management Team
|
| | Based on the negotiations with the Service Level Manager, how will service delivery occur ?
|
| Capacity Manager
|
| | Measure and report on “capacity” (quantity) problems in Service Delivery
+ Proactive planning for service improvements
|
| Problem Manager
|
| | Accept escalations from Service Desk
+ Proactive planning for service improvements
|
| Availability Manager
|
| | Monitor and report on any interruptions or degradations in service
+ Proactive planning for service improvements
|
