Pros: diversity with vendors and on site staff, multiple slas to work with
Cons: upward growth
Work daily with data that feeds metrics for Service level attainment. Monitor service quality, that is the realized delivery of promised IT services. Work with vendor daily to correct non-conformity, review and create reports for preliminary metric monitoring.
Monthly SLA program, the validation and reporting of achieved service delivery. Reported, presented to vendor and HN for agreement/reconciliation, then produce final monthly agreement on attainment of all service levels. Monthly approved service levels feed the invoicing process (pay for service delivery).
Draft new service requirements for new services, develop new targets, baseline metrics, client and vendor presentation and negotiation for final SLA.