Service Level Manager by John Sansbury
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.-
Business Analyst
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Data Analyst
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Computer Science Teacher
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Business Relationship Manager
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Security Architect
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Data Protection Officer
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Continual Service Improvement Manager
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Problem Manager
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Information Security Auditor
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Project Manager
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Front-End Developer
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Change Manager
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Software Developer
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Service Desk and Incident Manager
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Digital Marketer
'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
'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 * Principal *
'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 * Principal *
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.
| SKU | Unavailable |
| ISBN 13 | 9781780172941 |
| ISBN 10 | 178017294X |
| Title | Service Level Manager |
| Author | John Sansbury |
| Series | Bcs Guides To It Roles |
| Condition | Unavailable |
| Binding Type | Paperback |
| Publisher | Bcs, The Chartered Institute For It |
| Year published | 2017-07-31 |
| Number of pages | 154 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |