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Service Level Manager - Careers in IT service management

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 Specialist

Table of Contents

  1. Front Cover
  2. Half-Title Page
  3. BCS, THE CHARTERED INSTITUTE FOR IT
  4. Title Page
  5. Copyright Page
  6. Contents
  7. List of figures and tables
  8. Author
  9. Acknowledgments
  10. Abbreviations
  11. Glossary
  12. Introduction
  13. 1. Overview of the Field
    1. Introduction to the field
  14. 2. The Role of the Service Level Manager
    1. Introduction
    2. Purpose of the role
    3. Competencies, skills and knowledge
    4. The service level manager and the service level management process owner
    5. Where should the service level manager role sit within IT?
    6. Separation from the business relationship manager role
  15. 3. Responsibilities, Interfaces and Dependencies
    1. Responsibilities
    2. Interfaces and dependencies
  16. 4. Key Activities Associated with the Service Design Stage of the Service Life Cycle
    1. Coordinating the service design activities
    2. Establishing or validating the measurement and reporting capability
    3. Identifying your customer
    4. Gathering and documenting customers’ service level requirements
    5. Deciding on the service level agreement structure
    6. Managing and influencing customer requirements
    7. Defining service levels
    8. Meeting new or changed service level requirements
    9. Drafting the service level agreement
    10. Establishing operational level agreements
    11. Managing service quality, maximising business value
    12. Aligning service level agreements and supplier contracts
    13. Measuring service level performance
  17. 5. Key Activities Associated with the Service Operation Stage of the Life Cycle
    1. Reporting performance
    2. Managing changes to services and service levels
    3. Liaising with the business relationship manager(s)
    4. Reviewing and managing existing service level agreements
    5. Managing service improvement plans/programmes
    6. Proactive management and prevention of service risks
    7. Validating supplier contracts for continued alignment with business requirements
    8. Providing a point of customer contact
    9. Managing customer review meetings
    10. Measuring and reporting service performance
    11. Data granularity
    12. Using meaningful measurements
    13. Managing requests for change
    14. Acting as an outbound communication channel
  18. 6. Standards and Frameworks
    1. Standards
    2. Best practice frameworks
  19. 7. Tools
    1. Your service management tool
  20. 8. Defining Service Levels
    1. Monitoring and reporting of pre-service level agreement achievements
    2. Ensuring service levels are achievable before committing to them
    3. Verifying service level commitments prior to agreement
  21. 9. Marketing The Service Level Agreement
    1. The importance of marketing the service level agreement
    2. Management support
  22. 10. Process Maturity
    1. Process maturity levels
    2. Process maturity analysis
  23. 11. A Day in the Life of a Service Level Manager
    1. First things first
    2. Performance reports and service improvement
    3. Communication
    4. Meeting preparation
    5. At the meeting
    6. After the meeting
    7. Influencing without authority
    8. Summary
  24. 12. Career Progression and Skills Development
    1. Career progression
    2. Skills development
  25. Appendix A: Sample Service Level Agreement
  26. Appendix B: Service Level Management Process Policy
  27. References
  28. Index
  29. Back Cover