Service Level Manager

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.

• 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

'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.'