Service Level Manager

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.

Table of Contents

Chapter 1. Overview Of The Field
Chapter 2. The Role Of The Service Level Manager
Chapter 3. Responsibilities, Interfaces And Dependencies
Chapter 4. Key Activities Associated With The Service Design Stage Of The Service Life Cycle
Chapter 5. Key Activities Associated With The Service Operation Stage Of The Life Cycle
Chapter 6. Standards And Frameworks
Chapter 7. Tools
Chapter 8. Defining Service Levels
Chapter 9. Marketing The Service Level Agreement
Chapter 10. Process Maturity
Chapter 11. A Day In The Life Of A Service Level Manager
Chapter 12. Career Progression And Skills Development
Appendix A: Sample Service Level Agreement
Appendix B: Service Level Management Process Policy