Service Level Manager

LIST OF FIGURES AND TABLES

Figure 1.1 Generic process control

Figure 3.1 Five phases of the ITIL service life cycle

Figure 4.1 Mapping the IT vision to the organisation’s vision and developing the appropriate measurement framework

Figure 4.2 The main options for structuring SLAs

Figure 5.1 Sample weekly incident, problem and change activity report

Figure 5.2 Sample chart showing the number of respondents who selected each option

Figure 12.1 Relative perspectives of processes, services and technology

Table 2.1 Comparison of the business relationship management and service level management roles

Table 8.1 SMART service levels