• Service Level Administrator

• Collate Service Metric Data
• Collect Customer Satisfaction Data and Trends
• Monitor Service Metrics

The collection of reports produced by the individual processes which are involved in ensuring the resilience within service management. Processes contributing are:

• Security Management
• Availability Management
• Capacity Management

(See the definition of the 'report' output from each individual process for more details.)

These reports detail the volumes, attainments, issues outstanding and other characteristics detailing the performance and contribution to the overall delivery of service. They include efficiency reviews and audit reports.