When approving a new SLA (Service Level Agreement), the operations manager must verify that the organization has thecapabilityand resources to meet the service commitments defined in the SLA. Part of this verification is ensuring that the current staff mix and competency levels match the required service levels. Theskills matrixprovides a structured overview of staff roles, skill levels, competencies, and gap analysis.
Theskills matrixallows the manager to assess whether the team is capable of fulfilling the new service commitments before the SLA goes live.
Job descriptions(option B) define roles and responsibilities but do not show competency levels or gaps.
Training program overview(option A) shows what training exists but doesn’t directly show who can deliver the service now.
Resumes of staff(option D) are ad hoc and individual, not efficient for overall capability assessment.
Thus, optionC – Skills matrixis the best first reference.
Capability assessment in SLM includes reviewing skills matrices to verify workforce capability.
Before approving SLAs, organizations must ensure operational readiness and resource competence.
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