August 2017
Intermediate to advanced
152 pages
3h
English
Content preview from Service Level Manager
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
Start your free trial
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, ...