book

Service Level Manager

by John Sansbury

August 2017

Intermediate to advanced

152 pages

English

BCS, The Chartered Institute for IT

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Introduction to the field
IntroductionPurpose of the roleCompetencies, skills and knowledgeThe service level manager and the service level management process ownerWhere should the service level manager role sit within IT?Separation from the business relationship manager role
ResponsibilitiesInterfaces and dependencies
Coordinating the service design activitiesEstablishing or validating the measurement and reporting capabilityIdentifying your customerGathering and documenting customers’ service level requirementsDeciding on the service level agreement structureManaging and influencing customer requirementsDefining service levelsMeeting new or changed service level requirementsDrafting the service level agreementEstablishing operational level agreementsManaging service quality, maximising business valueAligning service level agreements and supplier contractsMeasuring service level performance
Reporting performanceManaging changes to services and service levelsLiaising with the business relationship manager(s)Reviewing and managing existing service level agreementsManaging service improvement plans/programmesProactive management and prevention of service risksValidating supplier contracts for continued alignment with business requirementsProviding a point of customer contactManaging customer review meetingsMeasuring and reporting service performanceData granularityUsing meaningful measurementsManaging requests for changeActing as an outbound communication channel
StandardsBest practice frameworks
Your service management tool
Monitoring and reporting of pre-service level agreement achievementsEnsuring service levels are achievable before committing to themVerifying service level commitments prior to agreement
The importance of marketing the service level agreementManagement support
Process maturity levelsProcess maturity analysis
First things firstPerformance reports and service improvementCommunicationMeeting preparationAt the meetingAfter the meetingInfluencing without authoritySummary
Career progressionSkills development

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ACKNOWLEDGMENTS

Permission to reproduce extracts from ISO/IEC 20000-2:2012 from British Standards on pp. 69–72 has been granted by BSI Standards Limited (BSI). No other use of this material is permitted. British Standards can be obtained in PDF or hard copy formats from the BSI online shop: http://shop.bsigroup.com/

The SFIA codes and their associated definitions of core SLM skills on pp. 108–10 are reproduced with kind permission from SFIA (www.sfia-online.org).

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Publisher Resources

ISBN: 9781780172941Publisher Website