Book description
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.
Table 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
- Author(s):
- Release date: August 2017
- Publisher(s): BCS, The Chartered Institute for IT
- ISBN: 9781780172965
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