Service Level Manager

Careers in IT service management

John Sansbury (Autor)

Buch | Softcover

152 Seiten

2017
BCS, The Chartered Institute for IT (Verlag)
978-1-78017-294-1 (ISBN)

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The role of service level manager is critical in that the agreements negotiated with customers should inform the activities of the service provider. This book aims to help those whose role is to establish, negotiate, manage or update service level agreements and to use these as the basis of continual service improvement.

The role of service level manager is a critical one in that the agreements negotiated with customers should inform the activities of the service provider. This book aims to help 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.

Introduction
Overview of the field
The role of the Service Level Manager
Responsibilities, interfaces and dependencies
Key activities associated with the service design stage of the service lifecycle
Key activities associated with the service operation stage of the lifecycle
Standards and frameworks
Tools
Defining service levels
Marketing the SLA
Process maturity
A day in the life of a Service Level Manager
Career progression and skills development
Appendices

Erscheint lt. Verlag	31.7.2017
Reihe/Serie	BCS Guides to IT Roles
Verlagsort	Swindon
Sprache	englisch
Maße	129 x 198 mm
Themenwelt	Sachbuch/Ratgeber ► Beruf / Finanzen / Recht / Wirtschaft ► Bewerbung / Karriere
	Mathematik / Informatik ► Informatik
	Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
	Wirtschaft ► Betriebswirtschaft / Management ► Wirtschaftsinformatik
ISBN-10	1-78017-294-X / 178017294X
ISBN-13	978-1-78017-294-1 / 9781780172941
Zustand	Neuware