Service Measurement Manager
From IT frameworks
Contents |
Job Description for the position of Service Measurement Manager
Service Measurement Manager is a role under the Continual Service Improvement life cycle (CSI) phase and is a discipline in IT service management.
The role of Service Measurement Manager is to ensure the goals of the Service Measurement process are achieved. The main goal is to collect the data to be later used in Service Reporting process under CSI life cycle phase.
The job
The Service Measurement Manager is a position within the scope of Service Measurement Management ITILv3 process.
Considerations to be taken during the process:
- How will data be collected?
- How often data will be collected?
- How to validate the collected data?
This document provides a good description of the position but is not complete for every organization. Adjust as necessary.
Position
- Immediate seniors are the Continual Service Improvement Manager.
- Immediate juniors are the staff triggering the Service Measurement Management process.
- "Users" are all users of internal and external IT services.
- "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
- "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.
Production
Key Performance Indicators (KPIs)
- What is being collected now?
- Which role is awaiting the present measurements?
- When will Service Reporting process be triggered?
- When was Service Reporting process previously triggered?
- When do Service Reporting process expect the next report?
- Number of bypasses of the service
- Number of Incidents against the service
- How often to collect data?
- When to collect data?
- Data collection
Responsibilities
Service Measurement Manager is responsible for:
- Tasks
- Ensuring Service Measuring activities are included in relevant ITIL processes.
- Ensuring Service Measuring roles are taken to deploy Service Measuring activities.
- Work closely with CSI Manager.
- Ensure reports are available for later use
- Defines and reports on KPIs, applying CSI activities to produce winning KPIs
- Making recommendations for Service Improvement Plans (SIPs)
- Ensuring the Service Measurement process is performed as designed.
- Developing a Service Measurement model for the role of Service Reporting Manager.
- Ensuring the Service Measurement process is fit for purpose.
- Ensuring process description meets objectives
- Sponsorship, design, and CSI of the process and its metrics.
- Following the organization's policies relating to employment.
- Personnel
- Leading the Service Measurement Management team and supporting the CSI team.
- Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
- Understanding the full scope of the [[Category:CSI|CSI lifecycle phase.
- Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
- Ensuring any disagreements with employees have the opportunity to become RfCs.
- Reporting
- Ensuring Business and IT Service Provider have access to available reports when expected.
Authority
- Service Design design tools and technologies to conduct measurement
Resources
Internal resources
- The Service Measurement Manager has internal resources available as defined by the organization for process owners.
External resources
- The Service Measurement Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Service Measurement Management process.
Qualifications
It is expected that the Service Measurement Manager has the competence required to competently manage the Service Measurement Management ITILv3 process.
It is expected that he/she constantly acquires knowledge necessary to continually manage the Service Measurement Management ITILv3 process better so that expectations are continually met.
Advancement
As Service Measurement Manager you have the possibility to apply for positions as Service Manager and other key positions in the ITSM life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.
