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Service level manager : careers in IT service management

Author: John Sansbury; BCS, The Chartered Institute for IT,
Publisher: Swindon, UK : BCS Learning & Development, [2017] ©2017
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:
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  Read more...
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Genre/Form: Electronic books
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: John Sansbury; BCS, The Chartered Institute for IT,
ISBN: 9781780172972 1780172974
OCLC Number: 1001347046
Description: 1 online resource (1 volume) : illustrations
Contents: IntroductionOverview of the fieldThe role of the Service Level ManagerResponsibilities, interfaces and dependenciesKey activities associated with the service design stage of the service lifecycle Key activities associated with the service operation stage of the lifecycleStandards and frameworksToolsDefining service levelsMarketing the SLAProcess maturityA day in the life of a Service Level Manager Career progression and skills developmentAppendices
Responsibility: John Sansbury.

Abstract:

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  Read more...

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'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 Read more...

 
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