Service Level Manager

1	OVERVIEW OF THE FIELD

The purpose of this chapter is to position service level management within the wider context of service management. It is here that we introduce the concept of putting processes under control in order to ensure their repeatability, efficiency and effectiveness.

INTRODUCTION TO THE FIELD

The ability of an IT service provider to deliver consistent, reliable, efficient and effective services is dependent on a number of prerequisites. Few of these are more relevant and important than the maturity of its service management processes in general and the service level management process in particular. This is because this process ensures that the operational activities necessary to deliver efficient and effective services ...