• Contrast Style 4
  • Contrast Style 3
  • Contrast Style 2
  • Contrast Style 1
Text size

Service Level Manager

Careers in IT service management

John Sansbury (author)

UK Price: £19.99 

Buy this eBook

BCS eBooks are available in a variety of formats, including Kindle, ePub and PDF. You can purchase this title from a number of online retailers (including those listed below).

ISBN: 9781780172941
Format: Paperback
Dimensions: 129 x 198
Number of pages: 152
Publication date: 31 JUL 2017
Publisher: BCS, The Chartered Institute for IT

Service level management provides a framework in which IT services are defined, agreed upon and delivered. The role of service level manager is a critical one in that the agreements negotiated with customers should inform most if not all of the activities of the service provider. Rarely is this the case however, and there are many tripwires awaiting the inexperienced or unwary. This practical book is aimed at helping those whose role is to establish, negotiate, manage or update service level agreements and to use these as the basis of continual service improvement. It covers areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role.
John Sansbury owns Infrassistance, a consultancy specialising in service management, is an ITIL practitioner, examiner, trainer, speaker, author and consultant as well as a Chartered IT Professional and Fellow of BCS. He is passionate about service management and has helped some of the world’s largest organisations improve the delivery of their IT services.
''The real success of this book is that rather than talk in ethereal, theoretical terms it addresses the subject from a practical standpoint with usable suggestions highlighting the ‘how’ rather than just the ‘what’. This is a focus that so many books in the ITSM space are missing.''
Chris Evans, ITSM Specialist

''Provides pragmatic guidance for both the new and seasoned service level manager. John Sansbury takes the reader beyond the theory and provides practical insights and advice about the role and responsibilities of the SLM. John’s relevant, actionable examples from his 20+ year career, along with his clear descriptions and real-world illustrations of how the service level manager works across all areas of an organisation make this book a great addition to the ITSM professional’s bookshelf.''
Doug Tedder, Tedder Consulting, Principal
  1.  Introduction
  2. Overview of the field
  3. The role of the Service Level Manager
  4. Responsibilities, interfaces and dependencies
  5. Key activities associated with the service design stage of the service lifecycle 
  6. Key activities associated with the service operation stage of the lifecycle
  7. Standards and frameworks
  8. Tools
  9. Defining service levels
  10. Marketing the SLA
  11. Process maturity
  12. A day in the life of a Service Level Manager 
  13. Career progression and skills development
  14. Appendices 

Add a review

Post a review

Reviews are subject to approval by the moderator

Your Name *

Your Email Address (Not Published) *

Your Comments *


Please type the character "W" *

* = required field