Service Level Manager

Careers in IT service management

By: John Sansbury

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Paperback | 31 July 2017

At a Glance

Paperback
154 Pages

Dimensions(cm)
19.84 x 12.85 x 0.84

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$39.59

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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.

Industry Reviews

'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.'

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