Service Level Manager
Careers in IT service management
Published on 31. July 2017
Book
Paperback/Softback
152 pages
978-1-78017-294-1 (ISBN)
Description
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.
Reviews / Votes
'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.' -- Chris Evans 'Provides pragmatic guidance for both the new and seasoned service level manager. John Sansbury takes the reader beyond the theory and provides practical insights and advice about the role and responsibilities of the SLM. John's relevant, actionable examples from his 20+ year career, along with his clear descriptions and real-world illustrations of how the service level manager works across all areas of an organisation make this book a great addition to the ITSM professional's bookshelf.' -- Doug Tedder * Principal *More details
Series
Language
English
Place of publication
Swindon
United Kingdom
Publishing group
BCS Learning & Development Limited
Target group
Professional and scholarly
Dimensions
Height: 198 mm
Width: 129 mm
Thickness: 9 mm
Weight
172 gr
ISBN-13
978-1-78017-294-1 (9781780172941)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
E-Book
08/2017
BCS, The Chartered Institute for IT
€22.99
Available for download
Person
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.
Content
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
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