Service Level Manager

Careers in IT service management

By (author) John Sansbury

Publication date:

31 July 2017

Length of book:

152 pages

Publisher

BCS, The Chartered Institute for IT

Dimensions:

198x129mm
5x8"

ISBN-13: 9781780172941

The role of service level manager is a critical one in that the agreements negotiated with customers should inform the activities of the service provider. This book aims to help those whose role is to establish, negotiate, manage or update service level agreements and to use these as the basis of continual service improvement. It covers areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role.

Introduction
Overview of the field
The role of the Service Level Manager
Responsibilities, interfaces and dependencies
Key activities associated with the service design stage of the service lifecycle
Key activities associated with the service operation stage of the lifecycle
Standards and frameworks
Tools
Defining service levels
Marketing the SLA
Process maturity
A day in the life of a Service Level Manager
Career progression and skills development
Appendices

'The real success of this book is that rather than talk in ethereal, theoretical terms it addresses the subject from a practical standpoint with usable suggestions highlighting the ‘how’ rather than just the ‘what’. This is a focus that so many books in the ITSM space are missing.'