Administrator

The Administrator in the context of SLA Management plays a critical governance, configuration, role across the entire SLA  service lifecycle. This persona is responsible for defining rules, setting up approval hierarchies and ensuring compliance with organizational and customer service level expectations.

To configure, govern, and oversee all service-level components such as SLAs, OLAs, UCs, Quality Plans, and Approval Flows ensuring they align with business objectives, customer commitments, and Service Management best practices.