Bcs Guides to It Roles Ser.: Service Level Manager : Careers in IT Service Management by Mark Haddad and John Sansbury (2017, Trade Paperback)

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About this product

Product Identifiers

PublisherBCS Learning & Development The Limited

ISBN-10178017294X

ISBN-139781780172941

eBay Product ID (ePID)19038531452

Product Key Features

Number of Pages152 Pages

Publication NameService Level Manager : Careers in It Service Management

LanguageEnglish

Publication Year2017

SubjectIndustries / Computers & Information Technology, Careers / General, Infrastructure, Contracts, Information Technology

TypeTextbook

AuthorMark Haddad, John Sansbury

Subject AreaLaw, Computers, Business & Economics

SeriesBcs Guides to It Roles Ser.

FormatTrade Paperback

Dimensions

Item Length7.8 in

Item Width5.1 in

Additional Product Features

Intended AudienceScholarly & Professional

Dewey Edition23

Reviews'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.', '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.'

IllustratedYes

Dewey Decimal658.0546

Table Of ContentIntroduction 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

SynopsisService 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., The role of service level manager is critical 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., 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.

LC Classification NumberHF5415.53