Roles and responsibilities

Administrator

A person that understands the services / functionalities offered by UPOS in order to deploy it, to troubleshoot issues and to answer questions raised.

Service level manager

The primary interface with the user. Ensures that agreed end-to-end services are delivered and takes action on comments made to eliminate dissatisfaction or to manage expectations.

Action owner

Ensures that actions defined by the service level manager are resolved before the target date. Informs respondent and service level manager about the progress made.

Respondent

Provides every period his or her honest feedback of perceived end-to-end quality of the delivered services.