August 2017
Intermediate to advanced
152 pages
3h
English
Content preview from Service Level Manager
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ABBREVIATIONS
AST agreed service time
BRM business relationship manager
BYOD bring your own device
CAB change advisory board
CFO chief finance officer
CIO chief information officer
COBIT Control Objectives for Information and Related Technologies
CSF critical success factor
CSI continual service improvement
DIKW data, information, knowledge, wisdom
DT downtime
HR human resources
ITIL (formerly an acronym of) Information Technology Infrastructure Library
KPI key performance indicator
OLA operational level agreement
PDA personal digital assistant
PRINCE2 PRojects IN a Controlled Environment
SDM service delivery manager
SFIA Skills Framework for the Information Age
SIAM service integration and management
SIP service improvement plan or programme ...