Task: Monitor Service Metrics

Relationships

Roles	Primary Performer: Service Level Analyst	Additional Performers: IT Operations Analyst Service Execution Manager
Inputs	Mandatory: Customer Satisfaction Results and Trends Incident Information Problem Information Service Execution Metric Data and Reports Service Level Package Service Request Reports Service Resilience Reports	Optional: None
Outputs	Service Event Data

Main Description

Continuously monitor service metrics, looking for events that may indicate potential or actual breaches of SLAs. Use data and information from a variety of sources to monitor. Focus on proactive monitoring. Use the SLAs as a guide of what to monitor.