My Wish Lists Login / Join

Service Level Manager

Careers in IT service management

By: John Sansbury

Write A Review

eText | 4 August 2017 | Edition Number 1

At a Glance

Format
ePUB

eText

$41.79

or 4 interest-free payments of $10.45 with

Instant online reading in your Booktopia eTextbook Library *

Why choose an eTextbook?

Instant Access *

Purchase and read your book immediately

Read Aloud

Listen and follow along as Bookshelf reads to you

Study Tools

Built-in study tools like highlights and more

* eTextbooks are not downloadable to your eReader or an app and can be accessed via web browsers only. You must be connected to the internet and have no technical issues with your device or browser that could prevent the eTextbook from operating.

Service level management provides a framework in which IT services are defined, agreed upon and delivered. The role of service level manager is a critical one in that the agreements negotiated with customers should inform most if not all of the activities of the service provider. Rarely is this the case however, and there are many tripwires awaiting the inexperienced or unwary. This practical book is aimed at helping 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.'