Service Manager role
Service Managers are typically responsible for managing service level agreements with customers and external service providers.
The Service Manager role includes the following tasks:
- Defining and managing service level agreements with customers.
- Managing external service providers.
- Assigning tasks to technicians throughout each work day that are based on SLAs, technician availability, and the technician’s skills.
- Reviewing both tactical and longer-term metrics for their team and handling performance that is outside of the defined thresholds.
The following table describes the portal for the Service Manager role.
| Portal details | Description |
|---|---|
| Home Portal Name | Home - Service Manager Planner Portal |
| Group Details | IBM® TRIRIGA® Service Manager |
| License Details |
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| Performance Metrics |
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