Service Level Manager

CONTENTS

List of figures and tables

Author

Acknowledgments

Abbreviations

Glossary

Introduction

1. OVERVIEW OF THE FIELD

Introduction to the field

2. THE ROLE OF THE SERVICE LEVEL MANAGER

Introduction

Purpose of the role

Competencies, skills and knowledge

The service level manager and the service level management process owner

Where should the service level manager role sit within IT?

Separation from the business relationship manager role

3. RESPONSIBILITIES, INTERFACES AND DEPENDENCIES

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 ...