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-based career 103
business relationship management
SLMs and 11–13, 19–20, 23, 25–6, 51, 66–7, 128
business relationship managers (BRMs)
SLMs liaising with 23, 25, 51, 66–7
business value, maximising 23, 24, 45–6
BYOD (bring your own device) 42
career progression
business-based career 103
contracting and consulting 103–4
within your organisation 99–103
change advisory board (CAB) 32, 117
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