O'Reilly logo

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

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

9

MARKETING THE SERVICE LEVEL AGREEMENT

This chapter covers the importance of marketing the SLA and some common approaches that can be taken.

THE IMPORTANCE OF MARKETING THE SERVICE LEVEL AGREEMENT

Service providers are dependent on their internal support teams as well as on external partners or suppliers. The service provider cannot commit to meeting service levels unless their internal support teams’ and suppliers’ performance underpins these service levels. Underpinning contracts with external suppliers are mandatory, but many organisations have also recognised the benefits of having simple agreements with their internal support teams.

It is important that the service provider builds trust and respect with the business, especially ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required