Book description
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. Provides practical guidance on how to be successful in this high-profile and complex role; Gives an in-depth introduction to skills and competencies required; Essential reading for anyone wanting to advance their IT career; Part of a series on roles in IT. '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.' Chris Evans, ITSM SpecialistTable of contents
- Front Cover
- Half-Title Page
- BCS, THE CHARTERED INSTITUTE FOR IT
- Title Page
- Copyright Page
- Contents
- List of figures and tables
- Author
- Acknowledgments
- Abbreviations
- Glossary
- Introduction
- 1. Overview of the Field
- 2. The Role of the Service Level Manager
- 3. Responsibilities, Interfaces and Dependencies
-
4. Key Activities Associated with the Service Design Stage of the Service Life Cycle
- Coordinating the service design activities
- Establishing or validating the measurement and reporting capability
- Identifying your customer
- Gathering and documenting customers’ service level requirements
- Deciding on the service level agreement structure
- Managing and influencing customer requirements
- Defining service levels
- Meeting new or changed service level requirements
- Drafting the service level agreement
- Establishing operational level agreements
- Managing service quality, maximising business value
- Aligning service level agreements and supplier contracts
- Measuring service level performance
-
5. Key Activities Associated with the Service Operation Stage of the Life Cycle
- Reporting performance
- Managing changes to services and service levels
- Liaising with the business relationship manager(s)
- Reviewing and managing existing service level agreements
- Managing service improvement plans/programmes
- Proactive management and prevention of service risks
- Validating supplier contracts for continued alignment with business requirements
- Providing a point of customer contact
- Managing customer review meetings
- Measuring and reporting service performance
- Data granularity
- Using meaningful measurements
- Managing requests for change
- Acting as an outbound communication channel
- 6. Standards and Frameworks
- 7. Tools
- 8. Defining Service Levels
- 9. Marketing The Service Level Agreement
- 10. Process Maturity
- 11. A Day in the Life of a Service Level Manager
- 12. Career Progression and Skills Development
- Appendix A: Sample Service Level Agreement
- Appendix B: Service Level Management Process Policy
- References
- Index
- Back Cover
Product information
- Title: Service Level Manager - Careers in IT service management
- Author(s):
- Release date: July 2017
- Publisher(s): BCS Learning & Development Limited
- ISBN: 9781780172941
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