- SLM being a process may be owned by anyone fit for the role.

- There is no mention of Product manager role in any ITIL book.

- One person may play both the roles of Business Relationship manager as well as SLM, though it's not recommended in practice with the reason you already mentioned.

You luckily know the root cause of PROBLEM and workaround, that should be recorded in KEDB so that incident team can refer to restore services, the Problem management team should perform a capacity assessment in order to fix it, to answer your query Problem management will be resolver group, still p...

Thanks for your answers! Q1: Fortunately, it is the answer I expected :) Q2: I understand the reason for a formal agreement when it comes to provision of services and here comes the role of SL Mgmt. But my question was: Does it make any sense to have 2 formal agreements: one for service requirement...

From an auditor's view point I would suspect downgrading priority of incident to avoid an SLA breach :), as It's not a good practice. However, the only reason I see here should be inaccurate impact / urgency analyzed. the best practice is to predefine priorities as per SLA in co-ordination with busi...

Thanks for the replies everyone. It isn't an error so to speak. We monitor customer activities, and sometimes the customers are just delayed in sending us files. Normally, this doesn't pose an issue so the ticket is a priority 3. On occasion if the problem lingers it can cause major issues to other...