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Service Level Manager - Careers in IT service management [electronic resource] / Sansbury, John.

By: Contributor(s): Language: English Publication details: UK: BCS Learning & Development , 2017.Edition: 1st editionDescription: 136 PContent type:
  • text
Media type:
  • computer
Carrier type:
  • online resource
Subject(s): Genre/Form: DDC classification:
  • 23 658.0546 S229
Online resources: Summary: 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. 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. '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.
Item type: كتاب
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كتاب كتاب Central Library المكتبة المركزية 658.0546 S229 (Browse shelf(Opens below)) Available قاعة الكتب

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. 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. '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.

Electronic reproduction. Boston, MA : Safari, Available via World Wide Web. 2017.

Mode of access: World Wide Web.

Copyright © BCS Learning & Development Limited 2017.

Made available through: Safari, an O'Reilly Media Company.

Online resource; Title from title page (viewed July 31, 2017)