Service Level Manager: Careers in IT Service Management

  • 1h 49m
  • John Sansbury
  • BCS
  • 2017

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.

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.

In this Book

  • Abbreviations
  • Glossary
  • 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 Life Cycle
  • Key Activities Associated with the Service Operation Stage of the Life Cycle
  • Standards and Frameworks
  • Tools
  • Defining Service Levels
  • Marketing the Service Level Agreement
  • Process Maturity
  • A Day in the Life of a Service Level Manager
  • Career Progression and Skills Development
  • References