Service Level Manager

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