Description: Service Level Manager by John Sansbury 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. FORMAT Paperback LANGUAGE English CONDITION Brand New Publisher Description 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. Notes Practical guidance on how to be successful in the high-profile and complex role. Author Biography 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 worlds largest organisations improve the delivery of their IT services. Table of Contents IntroductionOverview of the fieldThe role of the Service Level ManagerResponsibilities, interfaces and dependenciesKey activities associated with the service design stage of the service lifecycle Key activities associated with the service operation stage of the lifecycleStandards and frameworksToolsDefining service levelsMarketing the SLAProcess maturityA day in the life of a Service Level Manager Career progression and skills developmentAppendices Review 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 EvansProvides 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. Johns 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 professionals bookshelf. -- Doug Tedder * Principal * Long Description 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. Review Quote 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. Description for Sales People Provides practical guidance on how to be successful in this high-profile and complex role Gives an in-depth introduction to skills and competencies required Essential reading for anyone wanting to advance their IT career Part of a series on roles in IT Description for Press or Other Media Extensive advertising and review coverage in the leading business and IT media, and direct mail campaigns targeting IT professionals, libraries, corporate customers and approximately 70,000 BCS members. Details ISBN178017294X Author John Sansbury ISBN-10 178017294X ISBN-13 9781780172941 Media Book Format Paperback Pages 152 Short Title Service Level Manager Language English Imprint BCS, The Chartered Institute for IT UK Release Date 2017-07-31 Place of Publication Swindon Country of Publication United Kingdom AU Release Date 2017-07-31 NZ Release Date 2017-07-31 Year 2017 Publication Date 2017-07-31 Publisher BCS Learning & Development Limited Series BCS Guides to IT Roles Subtitle Careers in IT service management Alternative 9781780172958 DEWEY 004.068 Audience Professional & Vocational We've got this At The Nile, if you're looking for it, we've got it. With fast shipping, low prices, friendly service and well over a million items - you're bound to find what you want, at a price you'll love! TheNile_Item_ID:117378505;
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ISBN-13: 9781780172941
Book Title: Service Level Manager
Publisher: Bcs Learning & Development Limited
Publication Year: 2017
Subject: Computer Science
Item Height: 198 mm
Number of Pages: 152 Pages
Language: English
Publication Name: Service Level Manager: Careers in It Service Management
Type: Textbook
Author: John Sansbury
Item Width: 129 mm
Format: Paperback