Service Reporting Manager

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Define a vision for your IT organisation that is aligned with the Business.Control your IT expenses!Ensure correct handling of future expectations and requirements.Provide assurance of IT services.Ensure agreement with your customer on services.Guarantee an up to date service menu.Ensure the correct capacity of your services.Ensure the correct avalability of your services.Plan for the unexpected.Ensure appropriate security for your services.Control who delivers to us.Reply to user requests in a service minded manner.Solve the unexpected in the daily operations!Detect and sort activities in your IT infrastructure.Ensure correct access to your services.Fix the unexpected in the daily operations.Reduce mistakes affecting Business.Control the changes to the IT infrastructure.Predicted performance vs. Actual performance.Change services without unexpected downtime.Assure that your service does what is intended.Keep the knowledge in your company!Keep track of how your services are interconnected.Know how to measure your services.Ensure correct analysis of your services.Standstill = Decline!Friendly and helpful single point of contact for your users.Contract between you and your customers.
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Service Reporting 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 Reporting Manager is to ensure the goals of the Service Reporting Management process are achieved. The main goal is to take what has been defined and measured and report back to the business in clear and concise language.

Contents

The job

The Service Reporting Manager is a position within the scope of Service Reporting Management ITILv3 process.

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 Reporting 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?
  • When was the last report sent to Business?
  • When do Business expect the next report?

Metrics

  • Number of bypasses of the service
  • Number of reports sent to Business regarding specific services
  • Number of Incidents against the service
  • Time spent on a Reporting cycle
  • Time spent fine translating report to Business language

Responsibilities

Service Reporting Manager is responsible for the following.

Tasks

  • Ensuring Service Reporting activities are included in relevant ITIL processes.
  • Ensuring Service Reporting roles are taken to deploy Service Reporting 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 Reporting process is performed as designed.
  • Developing a Service Reporting model for the role of Service Reporting Manager.
  • Ensuring the Service Reporting 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 Reporting 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 CSI life cycle 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 create Reports
  • Service Design designs Report Models with pre-defined activities. Any changes to these activities must be transitioned.

Resources

Internal resources

  • The Service Reporting Manager has internal resources available as defined by the organization for process owners.

External resources

  • The Service Reporting Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Service Reporting Management process.

Qualifications

It is expected that the Service Reporting Manager has the competence required to competently manage the Service Reporting Management ITILv3 process.

It is expected that he/she constantly acquires knowledge necessary to continually manage the Service Reporting Management ITILv3 process better so that expectations are continually met.

Advancement

As Service Reporting 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.

Retrieved from "http://www.itframeworks.org/wiki/Service_Reporting_Manager"
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