Q: 10
Scenario
An IT security company provides secure data services to many large financial organizations in several
countries. The company has an administrative headquarters in its home country and a data centre in
each country of operation.
Each data centre obtains support for services from third-party contracts provided by a number of
suppliers. All supporting services are scoped and documented, and are aligned to the corporate
strategy and the regulations in force in each country. The security services company maintains and
regularly reviews a preferred supplier list from which suppliers are selected as required.
A service desk function is provided by one of the suppliers. Over the last 10 years, a strong
relationship has been built up with the supplier based on the high-quality, consistent service they
have provided. The nature of the financial business requires the service desk contract to contain
severe penalty clauses that can be enforced if the agreed service levels are not maintained, although
these have never been required.
A number of complaints have been received from a new banking customer highlighting that, over the
previous three months, the level of service provided by the service desk in the management and
handling of incidents has been inconsistent, and many incidents have not been resolved in line with
agreed targets.
The IT security company has a service level manager who has performed the role for many years.
Recently, a new supplier management process was implemented and a supplier manager appointed.
Some confusion has arisen over how, and by whom, the recent complaints should be dealt with.
Refer to the Scenario.
You have been asked to resolve the confusion over the service level manager and supplier manager
roles. Which one of the following options BEST represents the correct division of responsibilities and
will also address the current complaints regarding the service desk supplier?
Options
Discussion
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