SMB-SMS Service Management and Support

MANDATE

  • The SMB-SMS Group is responsible for the clear and coherent implementation of service management all across SMB.
  • It shall strive to excellence in service management, through coordinated adoption of best practice standards.
  • SMS has responsibility for the overall service quality, which means SMS will monitor service delivery, and will coordinate efforts to restore services to the agreed levels if things ‘go wrong’.

However the group has no operational responsibility for any ‘business services’.

  • The SMS group is owner of all service management processes.

More information on service management processes, documentation, training material, presentations, role definitions, etc. can be found on the services website.

 

STRUCTURE

SMB-SMS Service Management and Support Gyorgy BALAZS
  Deputy Group Leader Isabel FERNANDEZ GONZALEZ
  Group Administrative Officer Christine ALLIOD