Service Level Manager

INDEX

Page numbers in italics refer to figures and tables

agreed service time (AST) 80

availability management 27–8, 29, 79–82, 116–17

best practice frameworks 73

business acumen, SLMs and 15–16

business analyst 22, 37, 66

business-based career 103

business relationship management

IT suppliers and 11–12

SLMs and 11–13, 19–20, 23, 25–6, 51, 66–7, 128

business relationship managers (BRMs)

career path 101–2

SLMs liaising with 23, 25, 51, 66–7

business value, maximising 23, 24, 45–6

BYOD (bring your own device) 42

capacity management 27–8

career progression

business-based career 103

contracting and consulting 103–4

within your organisation 99–103

change advisory board (CAB) 32, 117

change management 41, 70, 76, 109

service operation 50–1, 52, ...