Service Level Manager

A person with the role of a service level manager within a space can add and edit the following records of that space:

• Services
• Service Instances
• Service Offerings
• Service Level Agreement (SLA)
• First Line Support Agreement (FLSA)
• Organizations

If the service provider under a Service Level Agreement (SLA) belongs to a different space, separate from the customer organization’s space, then the SLA is registered in the service provider's space. Individuals with the service level manager role within the customer’s space can specify who is the representative for the customer in the Service Level Agreement (SLA).

Similarly, if the service provider under a First Line Support Agreement (FLSA) belongs to a different space, separate from the customer organization’s space, then the First Line Support Agreement (FLSA) is registered in the service provider's space. Individuals with the service level manager role within the customer’s space can specify who is the representative for the First Line Support Agreement (FLSA).

The specialist role is a mandatory condition for the service level manager role.