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by John Sansbury
Service Level Manager - Careers in IT service management
Front Cover
Half-Title Page
BCS, THE CHARTERED INSTITUTE FOR IT
Title Page
Copyright Page
Contents
List of figures and tables
Author
Acknowledgments
Abbreviations
Glossary
Introduction
1. Overview of the Field
Introduction to the field
2. The Role of the Service Level Manager
Introduction
Purpose of the role
Competencies, skills and knowledge
The service level manager and the service level management process owner
Where should the service level manager role sit within IT?
Separation from the business relationship manager role
3. Responsibilities, Interfaces and Dependencies
Responsibilities
Interfaces and dependencies
4. Key Activities Associated with the Service Design Stage of the Service Life Cycle
Coordinating the service design activities
Establishing or validating the measurement and reporting capability
Identifying your customer
Gathering and documenting customers’ service level requirements
Deciding on the service level agreement structure
Managing and influencing customer requirements
Defining service levels
Meeting new or changed service level requirements
Drafting the service level agreement
Establishing operational level agreements
Managing service quality, maximising business value
Aligning service level agreements and supplier contracts
Measuring service level performance
5. Key Activities Associated with the Service Operation Stage of the Life Cycle
Reporting performance
Managing changes to services and service levels
Liaising with the business relationship manager(s)
Reviewing and managing existing service level agreements
Managing service improvement plans/programmes
Proactive management and prevention of service risks
Validating supplier contracts for continued alignment with business requirements
Providing a point of customer contact
Managing customer review meetings
Measuring and reporting service performance
Data granularity
Using meaningful measurements
Managing requests for change
Acting as an outbound communication channel
6. Standards and Frameworks
Standards
Best practice frameworks
7. Tools
Your service management tool
8. Defining Service Levels
Monitoring and reporting of pre-service level agreement achievements
Ensuring service levels are achievable before committing to them
Verifying service level commitments prior to agreement
9. Marketing The Service Level Agreement
The importance of marketing the service level agreement
Management support
10. Process Maturity
Process maturity levels
Process maturity analysis
11. A Day in the Life of a Service Level Manager
First things first
Performance reports and service improvement
Communication
Meeting preparation
At the meeting
After the meeting
Influencing without authority
Summary
12. Career Progression and Skills Development
Career progression
Skills development
Appendix A: Sample Service Level Agreement
Appendix B: Service Level Management Process Policy
References
Index
Back Cover
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BCS, THE CHARTERED INSTITUTE FOR IT
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