INTRODUCTION

It is not at all uncommon for people to be appointed to a job or role with little more than a job description to guide them on the purpose and objectives of the role (and sometimes even that is absent). Regardless of whether the role of service level manager (SLM) is a new or existing one, as the role holder, you will need more than a job description to make a success of it.

Having held this position for a number of years, I am delighted to be given the chance by BCS to help you in this role. If you are such a person, or aspire to be one, my hope is that this book will provide you with useful information in support of both establishing a professional and valued service level management process and an enjoyable role that will contribute ...

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