Service Level Manager

2	THE ROLE OF THE SERVICE LEVEL MANAGER

In this chapter, we look at the specific objectives, aspects, requirements and skills associated with the role and in particular, its differentiation from that of the related but distinct role of business relationship manager (BRM).

INTRODUCTION

The role of the SLM is arguably one of the most important roles in IT. This is because it is instrumental in promoting positive relationships between the service provider and the service provider’s customers. It does this by providing a communications bridge between the two parties, aiming to ensure that IT services and the associated service levels remain aligned to the needs of business users and their departments.

Of course, as an IT service provider, ...