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Service Level Manager: Careers in It Service Management
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.
1120884172
Service Level Manager: Careers in It Service Management
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.
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Overview

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.

Product Details

ISBN-13: 9781780172941
Publisher: BCS, the Chartered Institute for IT
Publication date: 07/31/2017
Series: BCS Guides to It Roles
Pages: 152
Product dimensions: 5.06(w) x 7.81(h) x 0.33(d)

About the Author

John Sansbury owns Infrassistance, a consultancy specialising in service management, is an ITIL practitioner, examiner, trainer, speaker, author and consultant as well as a Chartered IT Professional and Fellow of BCS. He is passionate about service management and has helped some of the world’s largest organisations improve the delivery of their IT services.

Table of Contents

  1.  Introduction
  2. Overview of the field
  3. The role of the Service Level Manager
  4. Responsibilities, interfaces and dependencies
  5. Key activities associated with the service design stage of the service lifecycle 
  6. Key activities associated with the service operation stage of the lifecycle
  7. Standards and frameworks
  8. Tools
  9. Defining service levels
  10. Marketing the SLA
  11. Process maturity
  12. A day in the life of a Service Level Manager 
  13. Career progression and skills development
  14. Appendices 

Preface

Extensive advertising and review coverage in the leading business and IT media, and direct mail campaigns targeting IT professionals, libraries, corporate customers and approximately 70,000 BCS members.
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