Objective 
The goal is to establish a robust framework for service quality that not only enhances user satisfaction but also strengthens relationships with key stakeholders, including business units, internal teams, and suppliers. This framework will provide a solid foundation for continuous improvement in IT service delivery.
Scope 
This initiative encompasses all IT services, involving various stakeholders:
- End-users: Individuals utilizing IT services.
- Business Units: Stakeholders who rely on IT services to meet operational needs.
- Internal IT Teams: Teams responsible for the execution and support of IT services.
- IT Service Providers: External providers contributing to the delivery of IT services.
Main activities 
Main roles & responsibilities 
- Service Owners: Accountable for the overall quality and delivery of IT services.
- Delivery Managers: Oversee the execution and coordination of service delivery.
- Business Teams: Provide input on service needs, ensuring the alignment of IT services with business goals.
- Internal IT Teams: Support the infrastructure, implementation, and ongoing maintenance of IT services.
- Service Providers: External teams responsible for specific aspects of IT service delivery.
Useful contacts 
Service Level Owner : Alvin Merré
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