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Service Level Manager - Careers in IT service management by John Sansbury

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3

RESPONSIBILITIES, INTERFACES AND DEPENDENCIES

This chapter describes the responsibilities of the SLM role and the key relationships with other roles and processes. The first section associates the role with two of the five phases of the ITIL service life cycle, which is illustrated in Figure 3.1.

Figure 3.1 Five phases of the ITIL service life cycle

RESPONSIBILITIES

To achieve the objectives of your role, you will likely have a number of responsibilities. Recognising that service level management is a service design process, these responsibilities blend proactive activities undertaken as part of the design of new and changed services ...

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